Senior ITSM Process Analyst - Change & Service Design

Catering; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Job summary

A& O Shearman is seeking a Senior ITSM Process Support Analyst to join the Belfast office. You will coordinate ITSM processes, maintain process documentation and ensure compliance across Change, Problem and Service Design activities.

You will work under guidance with service owners, vendors and project teams to deliver controlled, compliant IT services while driving continual improvement and robust MI reporting.

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 the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.
• Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.
• CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.
• Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.
• Produce basic trend reports using incident/problem data and share findings with the process owner/manager to support improvement discussions and prioritisation.
• Service Design / Acceptance into Service: support the service readiness process by checking artefacts are provided, coordinating reviews and sign-offs, and tracking actions to completion.
• Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.
• Work with ITSM tool owners and vendors to raise requests, assist with testing of configurations, and confirm tooling and reports support the documented steps.
• Support process adoption by using approved guidance, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset.

Skills

ITIL knowledge

Change management

Problem management

Stakeholder engagement

Data reporting

Governance

Continual service improvement

Education

ITIL v4 Certification

Job description

A& O Shearman is seeking a Senior ITSM Process Support Analyst to join the Belfast office. You will coordinate ITSM processes, maintain process documentation and ensure compliance across Change, Problem and Service Design activities.

You will work under guidance with service owners, vendors and project teams to deliver controlled, compliant IT services while driving continual improvement and robust MI reporting.