Senior ITSM Process & Change Coordinator

Catering; Craigavon; On-site; GBP 55,000 - 75,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Services team in Belfast. The role focuses on administering ITSM processes, maintaining documentation, and supporting Change, Problem and Service Design activities.

You will coordinate governance forums, produce management information, and escalate risks and exceptions to process owners. Strong ITIL background and stakeholder communication are essential.

Qualifications

• Strong ITIL knowledge and ITSM process experience.
• 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and insights.

Responsibilities

• Administer ITSM processes end-to-end and maintain process documentation.
• Coordinate governance forums and support design/acceptance into service.
• Produce MI and insights; identify trends, risks and exceptions for escalation.
• Support Change, Problem and Service Design/Acceptance into Service activities.
• Assist with service transition and ensure alignment with ITIL practices.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Presentation skills

Communication skills

Education

ITIL v4 Certification

Degree qualified preferred

Tools

ITSM tooling

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Services team in Belfast. The role focuses on administering ITSM processes, maintaining documentation, and supporting Change, Problem and Service Design activities.

You will coordinate governance forums, produce management information, and escalate risks and exceptions to process owners. Strong ITIL background and stakeholder communication are essential.