Senior ITSM & Change Governance Analyst

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

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team in our Belfast office. You will help administer ITSM processes, coordinate governance, and support Change, Problem, and Service Design activities across the IT organisation.

The role requires hands-on, pragmatic delivery while balancing governance. Strong ITIL knowledge, stakeholder engagement and reporting skills are essential for success in this global function.

Qualifications

• Experience with ITIL-based IT service management practices.
• Strong stakeholder engagement and communication skills.
• Ability to analyze data, identify trends, and support continual service improvement.
• Experience coordinating governance forums and documenting actions.

Responsibilities

• Coordinate and administer ITSM processes across the IT organisation.
• Support Change & Release Management, Problem Management, and Service Design processes.
• Prepare management information and MI/insights from ITSM data.
• Assist with CAB meetings, action tracking and escalation of risks.
• Ensure documentation, policies, and evidence are maintained and updated.
• Support alignment with ITIL practices and regulatory requirements.
• Assist with service transition and vendor coordination.
• Provide day-to-day queries support and training on processes and tools.

Skills

ITIL knowledge

Stakeholder management

Analytical skills

Communication skills

Problem solving

Education

Degree preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team in our Belfast office. You will help administer ITSM processes, coordinate governance, and support Change, Problem, and Service Design activities across the IT organisation.

The role requires hands-on, pragmatic delivery while balancing governance. Strong ITIL knowledge, stakeholder engagement and reporting skills are essential for success in this global function.