Senior ITSM Analyst - Process & Change Specialist

Catering; Belfast City District; On-site; GBP 60,000 - 80,000; Full time

Job summary

A&O Shearman in Belfast BT7 is seeking a Senior ITSM Process Support Analyst to join the IT Team. This role focuses on administration, coordination and reporting for ITSM processes across the organisation, ensuring records and evidence are captured and governance forums are supported.

You will work closely with service owners and vendors, maintain process documentation, monitor compliance, and help prepare MI and insights to drive continual service improvement while balancing governance with

Qualifications

• 5+ years of IT experience in IT environment.
• Strong knowledge of ITIL frameworks and ITSM.
• Proven ability to engage stakeholders and communicate effectively.
• Proven track record of continual service improvement using data and insights.
• Confident communicator with strong organizational skills.

Responsibilities

• Administer ITSM processes end-to-end, maintain documentation, and support process owners.
• Coordinate governance forums, capture records, and escalate decisions as needed.
• Ensure compliance and gather evidence for audits and reviews.
• Perform initial quality checks on change records and assist with CAB activities.
• Support Problem Management lifecycle and document RCAs and remediation actions.
• Assist Service Design/Acceptance into Service with readiness artefacts and sign-offs.
• Coordinate service transition activities and align ITSM with ITIL practices.

Skills

ITIL knowledge

Stakeholder engagement

Analytical thinking

Communication skills

Education

ITIL v4 Certification

Degree preferred

Tools

ITSM tools

Job description

A&O Shearman in Belfast BT7 is seeking a Senior ITSM Process Support Analyst to join the IT Team. This role focuses on administration, coordination and reporting for ITSM processes across the organisation, ensuring records and evidence are captured and governance forums are supported.

You will work closely with service owners and vendors, maintain process documentation, monitor compliance, and help prepare MI and insights to drive continual service improvement while balancing governance with