Senior ITSM Analyst: Process & Governance

Catering; Lisburn and Castlereagh District; On-site; GBP 45,000 - 60,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team based in our Belfast office. The role focuses on governance, administration and reporting across ITSM processes, including Change & Release Management, Problem Management and Service Design.

Reporting to the Global Service Desk Senior Manager, you will balance governance with delivery, coordinate forums, maintain documentation and ensure records are complete.

Qualifications

• Strong knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and insight.
• Degree qualified preferred

Responsibilities

• Manage 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.
• 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 elevate 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.
• 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 elevating 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.

Skills

ITIL Knowledge

Stakeholder Engagement

Continual Service Improvement

Analytical Skills

Presentation Skills

Communication Skills

Education

Bachelor's degree or equivalent

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team based in our Belfast office. The role focuses on governance, administration and reporting across ITSM processes, including Change & Release Management, Problem Management and Service Design.

Reporting to the Global Service Desk Senior Manager, you will balance governance with delivery, coordinate forums, maintain documentation and ensure records are complete.