Senior ITSM Process Analyst: Change & Service Design

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

Job summary

A&O Shearman seeks a Senior ITSM Process Support Analyst to join the IT Team in our Belfast office. The role administers ITSM processes, coordinates governance forums, and ensures records and evidence are captured in ITSM tooling while upholding high standards of compliance and risk management.

You will work with global service desk operations, coordinate Change & Release Management, Problem Management, and Service Design/Acceptance into Service, and produce MI to support decision making.

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 insights to enhance service performance.

Responsibilities

• Manage the administration and day-to-day coordination of assigned ITSM processes; ensure records are accurate and complete.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI).
• Support alignment of ITSM processes with ITIL practices, security standards and regulatory requirements.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Education

Degree qualified

ITIL v4 Certification

Job description

A&O Shearman seeks a Senior ITSM Process Support Analyst to join the IT Team in our Belfast office. The role administers ITSM processes, coordinates governance forums, and ensures records and evidence are captured in ITSM tooling while upholding high standards of compliance and risk management.

You will work with global service desk operations, coordinate Change & Release Management, Problem Management, and Service Design/Acceptance into Service, and produce MI to support decision making.