Senior ITSM Process & Change Analyst

Catering; Belfast City District; On-site; GBP 50,000 - 65,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. The role focuses on administering ITSM processes, maintaining documentation, and ensuring governance is followed across changes, problems, and service design.

A strong emphasis on data-driven improvements and stakeholder collaboration is required. The position sits within the Global Service Desk function, offering exposure to multi-regional IT operations and regulatory compliance across 30+ countries.

Qualifications

• 5+ years working within an IT environment.
• Strong stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and insights.
• Degree qualification preferred.
• ITIL v4 Certification – preferred.

Responsibilities

• Coordinate and administer ITSM processes end-to-end; maintain documentation and controls.
• Prepare MI and insights; identify trends, risks and escalation points.
• Support governance forums; ensure records and evidence are captured in ITSM toolset.
• Balance governance with delivery; escalate decisions to process owners.
• Support Change, Problem, and Service Design/Acceptance into Service activities.
• Produce basic trend reports to support improvement discussions.

Skills

ITIL knowledge

Stakeholder engagement

Continual service improvement

Data analysis

Presentation skills

Organised

Education

Degree preferred

ITIL v4 Certification – preferred

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in Belfast. The role focuses on administering ITSM processes, maintaining documentation, and ensuring governance is followed across changes, problems, and service design.

A strong emphasis on data-driven improvements and stakeholder collaboration is required. The position sits within the Global Service Desk function, offering exposure to multi-regional IT operations and regulatory compliance across 30+ countries.