Senior ITSM Process Analyst — Change & Service Design

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

Job summary

A&O Shearman is recruiting a Senior ITSM Process Support Analyst to join the Belfast IT team. The role focuses on administration of ITSM processes, governance forums, and MI reporting to ensure compliant, high-quality service delivery across regions.

You will work under guidance with cross-functional teams and vendors, maintaining process documentation, supporting Change & Release, Problem Management, and Service Design activities, while elevating risks to process owners or governance bodies.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Experience with continual service improvement using data and insights.

Responsibilities

• Manage administration and coordination of ITSM processes; ensure records are accurate.
• Produce management information and insights to support decisions.
• Coordinate Change & Release, CAB, Problem and Service Design activities.
• Support alignment with ITIL, security standards and regulatory requirements.
• Escalate exceptions and risks to the appropriate process owner or forum.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Reporting/MI

Education

Bachelor's degree or equivalent

ITIL v4 Certification – preferred

Tools

ITSM toolset

Governance forums

Job description

A&O Shearman is recruiting a Senior ITSM Process Support Analyst to join the Belfast IT team. The role focuses on administration of ITSM processes, governance forums, and MI reporting to ensure compliant, high-quality service delivery across regions.

You will work under guidance with cross-functional teams and vendors, maintaining process documentation, supporting Change & Release, Problem Management, and Service Design activities, while elevating risks to process owners or governance bodies.