Senior ITSM & Change Management Specialist

Catering; Purdysburn; On-site; GBP 55,000 - 75,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team in the Technology Services area. This role focuses on coordinating ITSM processes, governance forums, and ensuring compliant, value-driven service delivery.

The role requires strong ITIL knowledge, 5+ years in IT, and excellent stakeholder communication. It offers on-site work at the Belfast office with potential for evolution within the Global Service Desk function.

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 feedback.
• Experience balancing governance with delivery.

Responsibilities

• Manage administration and day-to-day coordination of ITSM processes, ensuring records are accurate.
• Maintain process documentation and route changes for review and approval.
• Support alignment of ITSM processes with ITIL practices and regulatory requirements.
• Perform quality checks on change records and coordinate scheduling and communications.
• Support CAB meetings, publish notes, and track actions to closure.
• Assist with problem lifecycle management and trend reporting.
• Support service readiness and transition activities.
• Collaborate with tool owners and vendors to validate configurations and reports.

Skills

ITIL

Stakeholder engagement

Analytical skills

Communication skills

Presentation skills

Education

Degree preferred

Tools

ITSM tooling

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team in the Technology Services area. This role focuses on coordinating ITSM processes, governance forums, and ensuring compliant, value-driven service delivery.

The role requires strong ITIL knowledge, 5+ years in IT, and excellent stakeholder communication. It offers on-site work at the Belfast office with potential for evolution within the Global Service Desk function.