Senior ITSM Process & Change Analyst

Catering; Belfast City; 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 reinforce the IT Service Management practice. You will provide senior-level administration, coordination and reporting support for ITSM processes across the IT organisation, supporting governance forums and driving consistent, low-risk operations.

The role focuses on Change & Release Management, Problem Management and Service Design/Acceptance into Service, ensuring accurate records, MI insights and escalations to

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 administration, coordination and reporting support for ITSM processes end-to-end.
• Support governance forums, maintain process documentation and enable process owners to make decisions.
• Coordinate Change & Release Management, Problem Management and Service Design / Acceptance into Service.
• Produce basic MI and trends, escalate risks and ensure records and evidence are captured in ITSM tooling.
• Support service transition and alignment with ITIL practices and firm policies.

Skills

ITIL

Stakeholder engagement

Data-driven improvement

Governance

Communication

Education

Degree in IT or equivalent

Job description

A&O Shearman's Belfast office is seeking a Senior ITSM Process Support Analyst to reinforce the IT Service Management practice. You will provide senior-level administration, coordination and reporting support for ITSM processes across the IT organisation, supporting governance forums and driving consistent, low-risk operations.

The role focuses on Change & Release Management, Problem Management and Service Design/Acceptance into Service, ensuring accurate records, MI insights and escalations to