Senior ITSM Process & Change Analyst

Catering; Belfast City District; 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. You will coordinate ITSM processes, maintain documentation, and support governance forums while ensuring compliance and timely MI.

You will work with Change & Release Management, Problem Management, and Service Design, partnering with service owners, vendors and stakeholders to highlight risks and drive improvements.

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, insight and stakeholder feedback.

Responsibilities

• Manage the administration and day‑to‑day coordination of ITSM processes, ensuring records are accurate and complete.
• Maintain and update process documentation (policies, procedures, workflows, templates).
• Align ITSM processes with ITIL practices, security standards and regulatory requirements; escalate exceptions.
• Change Management: perform initial quality checks, coordinate scheduling and communications, route for approval.
• CAB support: prepare agendas, capture decisions, publish notes, follow up actions to closure.
• Monitor change outcomes and assist with PIRs; escalate overdue actions and risks.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Communication skills

Education

Degree qualified preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team. You will coordinate ITSM processes, maintain documentation, and support governance forums while ensuring compliance and timely MI.

You will work with Change & Release Management, Problem Management, and Service Design, partnering with service owners, vendors and stakeholders to highlight risks and drive improvements.