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's Belfast office is seeking a Senior ITSM Process Support Analyst to join the IT team. You will coordinate ITSM process activities, maintain documentation, and support governance for Change, Release, Problem, and Service Design into operation.

You will work with service owners, vendors and stakeholders, producing MI and insights, escalating risks where needed. A pragmatic, hands-on professional who balances governance with delivery will thrive in this role.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and feedback.

Responsibilities

• Coordinate administration and day-to-day ITSM process activities.
• Maintain process documentation, policies, and templates.
• Align ITSM processes with ITIL, security standards, and regulatory requirements.
• Support Change Management including risk/impact and approvals.
• Assist CAB logistics, notes, and action follow-ups.
• Produce trend reports and MI to support improvements.
• Support Service Design and Acceptance into Service readiness activities.
• Coordinate service transition and liaise with project delivery and operations.

Skills

ITIL

Change Management

Problem Management

Service Design

Stakeholder Engagement

MI Reporting

Governance

Education

Degree preferred

Tools

ITSM Tools

Documentation Tools

Job description

A&O Shearman's Belfast office is seeking a Senior ITSM Process Support Analyst to join the IT team. You will coordinate ITSM process activities, maintain documentation, and support governance for Change, Release, Problem, and Service Design into operation.

You will work with service owners, vendors and stakeholders, producing MI and insights, escalating risks where needed. A pragmatic, hands-on professional who balances governance with delivery will thrive in this role.