Senior ITSM & Change Governance Analyst

Catering; Ballyclare; On-site; GBP 60,000 - 80,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. You will coordinate ITSM processes, maintain documentation, and drive continual service improvement across Change, Problem, and Service Design processes.

Reporting to the Global Service Desk Senior Manager, you will balance governance with delivery, work with technical teams and vendors, and provide MI and insights to improve service performance in a global context.

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 administration and day-to-day coordination of assigned ITSM processes, ensuring records are accurate and complete.
• Maintain process documentation (policies, procedures, workflows, controls, RACI, templates) and route changes for review.
• Support alignment of ITSM processes with ITIL, security standards and regulatory requirements.
• Coordinate Change Management activities: initial quality checks, scheduling, communications, and approvals.
• Assist CAB with logistics, agendas, minutes, and action follow-up.
• Monitor change outcomes and assist with PIRs; escalate overdue actions and risks.
• Support Problem Management by keeping records updated and coordinating inputs from technical teams.
• Document root cause analysis sessions and maintain known error/remediation logs.
• Produce basic trend reports from incident/problem data and share findings with stakeholders.
• Support Service Design / Acceptance into Service by coordinating artefacts and sign-offs.
• Assist service transition by coordinating updates between project delivery and operations.
• Collaborate with ITSM tool owners and vendors to raise requests and validate configurations.
• Support process adoption through guidance, training, and handling day-to-day questions.

Skills

ITIL frameworks

Stakeholder engagement

Communication skills

Continual service improvement

Education

Degree qualified preferred

ITIL v4 Certification – preferred

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. You will coordinate ITSM processes, maintain documentation, and drive continual service improvement across Change, Problem, and Service Design processes.

Reporting to the Global Service Desk Senior Manager, you will balance governance with delivery, work with technical teams and vendors, and provide MI and insights to improve service performance in a global context.