Senior ITSM Process Analyst: Change & Service Governance

Catering; Mid and East Antrim District; On-site; GBP 55,000 - 75,000; Full time

Job summary

A Senior ITSM Process Support Analyst is sought for our IT team in Belfast, based at A&O Shearman’s Belfast office. The role supports IT service management processes globally, coordinating governance forums and maintaining process documentation to ensure compliant, low-risk services.

The successful candidate will have strong ITIL experience, 5+ years in IT, and proven stakeholder engagement, able to drive continual service improvement and provide insights from data to service owners and leaders.

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 stakeholder feedback.

Responsibilities

• Provide senior-level administration, coordination and reporting for ITSM processes.
• Maintain process documentation, controls and evidence for governance.
• Align ITSM with ITIL practices, policies, security standards and regulatory requirements.
• Perform initial quality checks on change records and coordinate scheduling and communications.
• Support CAB activities: agendas, minutes, and actions to closure.
• Assist with problem lifecycle management and root cause analysis sessions.
• Support service readiness and transition by coordinating inputs and reviews.
• Coordinate with ITSM tool owners and vendors to ensure tooling and reports support processes.

Skills

ITIL knowledge

Stakeholder engagement

Continual service improvement

Analytical skills

Presentation skills

Communication

Organisational ability

IT environment experience

Education

Degree qualified preferred

Job description

A Senior ITSM Process Support Analyst is sought for our IT team in Belfast, based at A&O Shearman’s Belfast office. The role supports IT service management processes globally, coordinating governance forums and maintaining process documentation to ensure compliant, low-risk services.

The successful candidate will have strong ITIL experience, 5+ years in IT, and proven stakeholder engagement, able to drive continual service improvement and provide insights from data to service owners and leaders.