Senior ITSM Analyst: Process & Change Support

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

Job summary

A&O Shearman's Belfast office is seeking a Senior ITSM Process Support Analyst to join the IT team. You will support ITSM processes across Change & Release, Problem Management, and Service Design, ensuring records are accurate and governance is followed.

You will work with global service desk stakeholders, maintain documentation, produce MI, and escalate risks. A pragmatic, hands-on approach, balancing governance with delivery, is essential.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to adopt, drive, and promote continual service improvement, using data, insight, and stakeholder feedback to enhance service performance, tooling effectiveness, and user experience.

Responsibilities

• Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.
• Identify trends, risks, exceptions and decision points, and escalated them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.
• Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.
• CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.
• Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs). Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalating overdue actions and risks as required.
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams. Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.
• Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.
• Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.
• Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.
• Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).
• Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.
• Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery. The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

Skills

ITIL frameworks

Stakeholder engagement

Communication skills

Continual service improvement

Analytical skills

Education

Degree qualified

ITIL v4 Certification

Job description

A&O Shearman's Belfast office is seeking a Senior ITSM Process Support Analyst to join the IT team. You will support ITSM processes across Change & Release, Problem Management, and Service Design, ensuring records are accurate and governance is followed.

You will work with global service desk stakeholders, maintain documentation, produce MI, and escalate risks. A pragmatic, hands-on approach, balancing governance with delivery, is essential.