Senior ITSM Process Analyst — Change & Governance

Catering; Lisburn and Castlereagh District; On-site; GBP 54,000 - 68,000; Full time

Job summary

A&O Shearman seeks a Senior ITSM Process Support Analyst to join the Belfast IT team. The role coordinates ITSM processes across Change, Problem and Service Design, ensuring evidence is captured and governance forums are supported. You will balance governance with delivery, escalating issues to process owners as needed.

This hands-on position requires ITIL expertise, strong analytics, and a proactive, collaborative approach to improve service quality across 30+ countries.

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 insight.

Responsibilities

• Manage administration and day-to-day coordination of assigned ITSM processes, ensuring records are accurate.
• Maintain process documentation, policies, workflows, RACI, and templates; route changes for review.
• Support ITSM alignment with ITIL practices, security standards and regulatory requirements.
• Perform initial quality checks on change records, coordinate approvals and communications.
• Assist with CAB meetings, change packs, notes, and actions to closure.
• Monitor change outcomes and assist with PIRs and escalation of risks.
• Support service design/Acceptance into Service with artefacts and sign-offs.
• Coordinate service transition updates and liaise with project delivery and operations.
• Work with ITSM tool owners and vendors to raise requests and validate configurations.
• Promote process adoption via guidance, training, and day-to-day queries.

Skills

ITIL knowledge

Stakeholder engagement

Communication skills

Analytical skills

Education

Degree preferred

Tools

ITSM toolset

Job description

A&O Shearman seeks a Senior ITSM Process Support Analyst to join the Belfast IT team. The role coordinates ITSM processes across Change, Problem and Service Design, ensuring evidence is captured and governance forums are supported. You will balance governance with delivery, escalating issues to process owners as needed.

This hands-on position requires ITIL expertise, strong analytics, and a proactive, collaborative approach to improve service quality across 30+ countries.