Senior ITSM Process & Change Analyst

Catering; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst in Belfast to join the Global Service Desk. You will administer ITSM processes, maintain documentation, and collaborate with technical teams, vendors, and stakeholders to ensure controlled, compliant service delivery.

You will support Change, Problem, and Service Design activities, produce management information, and escalate risks to the appropriate governance forum.

Qualifications

• Strong knowledge of ITIL and ITSM practices.
• Minimum 5+ years in an IT environment.
• Experience with change and release management.
• Excellent stakeholder engagement and communication.
• Degree preferred; ITIL v4 certification preferred.

Responsibilities

• Manage the administration and day-to-day coordination of ITSM processes.
• Update process documentation and templates.
• Align ITSM with ITIL practices, policies, security standards, and regulatory requirements.
• Perform initial quality checks on change records and coordinate scheduling.
• Support CAB logistics, agendas, and minutes.
• Monitor change outcomes and assist with PIRs.
• Support service design/Acceptance into Service readiness.
• Coordinate updates between project delivery and service operations.
• Work with ITSM tool owners to validate configurations and reports.

Skills

ITIL frameworks

Stakeholder engagement

Data analysis

Communication skills

Continual service improvement

Education

Degree preferred

ITIL v4 Certification – preferred

Tools

ITSM tools

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst in Belfast to join the Global Service Desk. You will administer ITSM processes, maintain documentation, and collaborate with technical teams, vendors, and stakeholders to ensure controlled, compliant service delivery.

You will support Change, Problem, and Service Design activities, produce management information, and escalate risks to the appropriate governance forum.