Senior ITSM Process Analyst for ITIL & Service Improvement

Catering; Belfast City District; On-site; GBP 70,000 - 90,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk function. You will administer ITSM processes, coordinate governance forums and ensure records and evidence are captured.

You will work with ITIL, change, problem and design into service, delivering MI and insights while not owning final decisions. A hands-on, governance-focused approach is required with strong stakeholder engagement.

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.

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, assist with prioritisation and progress tracking, and coordinate 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 required artefacts are provided, coordinate reviews and sign-offs, and track actions to completion.
• Support service transition by coordinating updates between project delivery, technical teams and service operations, and promote readiness risks where acceptance criteria are not met.
• Work with ITSM tool owners and vendors to raise requests, assist with testing of configured tooling, and ensure reports support documented process steps.

Skills

ITIL knowledge

Stakeholder engagement

Analytical and presentation skills

Continual service improvement

Education

Degree qualified preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk function. You will administer ITSM processes, coordinate governance forums and ensure records and evidence are captured.

You will work with ITIL, change, problem and design into service, delivering MI and insights while not owning final decisions. A hands-on, governance-focused approach is required with strong stakeholder engagement.