Senior ITSM Process & Change Coordinator

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 to join the IT team in our Belfast office. The role supports ITSM processes across Change & Release, Problem Management, and Service Design, coordinating governance forums, capturing evidence, and ensuring compliant service delivery globally.

Reporting to the Global Service Desk Senior Manager, you will balance governance with hands-on delivery, producing MI, identifying risks, and elevating decisions to process owners.

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, insight, and stakeholder feedback to enhance service performance.

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.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates).
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements.
• Perform initial quality checks on change records, coordinate scheduling and communications, and ensure proper approvals.
• Assist with CAB meetings, prepare notes, and follow up on actions to closure.
• Support problem lifecycle with timely updates, root cause analysis, and known error logs.
• Assist with service design and acceptance into service, coordinating reviews and sign-offs.

Skills

ITIL

Change Management

Problem Management

Service Design

Reporting & MI

Stakeholder Engagement

Analytical Skills

Communication Skills

Education

Degree preferred

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT team in our Belfast office. The role supports ITSM processes across Change & Release, Problem Management, and Service Design, coordinating governance forums, capturing evidence, and ensuring compliant service delivery globally.

Reporting to the Global Service Desk Senior Manager, you will balance governance with hands-on delivery, producing MI, identifying risks, and elevating decisions to process owners.