Senior ITSM Process Analyst: Change & Service Governance

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

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at our Belfast office. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering MI to support governance and continual service improvement.

You will work under guidance with governance forums, liaising with service owners, vendors, and stakeholders to ensure compliant and controlled release, change, problem, and service design activities.

Qualifications

• Strong working knowledge of ITIL and governance practices.
• Ability to produce management information and trends.
• Experience with change, problem and service design processes.

Responsibilities

• Coordinate ITSM processes and maintain documentation (policies, procedures, workflows).
• Support Change Management, CAB meetings, and PIRs with accurate records.
• Assist with problem management lifecycle and root cause analysis sessions.
• Help ensure service readiness and acceptance into service with required artefacts.
• Produce MI reports and highlight risks or non-compliance.
• Collaborate with technical teams, vendors and service owners.

Skills

ITIL

Stakeholder management

Data reporting

Analytical skills

Service management

Education

Bachelor's degree in IT

Tools

N/A

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at our Belfast office. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering MI to support governance and continual service improvement.

You will work under guidance with governance forums, liaising with service owners, vendors, and stakeholders to ensure compliant and controlled release, change, problem, and service design activities.