Senior ITSM Analyst — Process & Governance

Catering; Belfast City District; On-site; GBP 60,000 - 85,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering MI to improve service quality.

You will work under guidance with governance forums, ensuring compliance, and supporting Change, Problem, and Service Design processes. Strong ITIL knowledge and stakeholder engagement are 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 and stakeholder feedback.

Responsibilities

• Manage administration and day-to-day coordination of assigned ITSM processes, ensuring records are accurate and complete.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates).
• Produce management information (MI) and insights; identify trends, risks and decisions to elevate.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Presentation skills

Organised

Education

ITIL v4 Certification

Degree qualified

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering MI to improve service quality.

You will work under guidance with governance forums, ensuring compliance, and supporting Change, Problem, and Service Design processes. Strong ITIL knowledge and stakeholder engagement are essential.