Senior ITSM Process & Change Governance Analyst

Catering; Belfast City District; On-site; GBP 55,000 - 80,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Team in Belfast. This senior role supports Change & Release Management, Problem Management, and Service Design within the Global Service Desk function, coordinating governance forums and ensuring compliant ITSM practices.

You will work closely with service owners, vendors and regional IT managers to prepare information, highlight risks, and escalate decisions to the appropriate forum.

Qualifications

• Strong working knowledge of ITIL frameworks (ITIL v4 preferred).
• Minimum 5+ years in an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and insights.

Responsibilities

• Manage administration and day-to-day coordination of ITSM processes; ensure records are accurate and complete.
• Maintain and update process documentation (policies, procedures, workflows, RACI).
• Align ITSM processes with ITIL practices, security standards and regulatory requirements.

Skills

ITIL

Stakeholder engagement

Analytical skills

Presentation skills

Organised

Education

Degree qualified (preferred)

Tools

ITSM tools

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Team in Belfast. This senior role supports Change & Release Management, Problem Management, and Service Design within the Global Service Desk function, coordinating governance forums and ensuring compliant ITSM practices.

You will work closely with service owners, vendors and regional IT managers to prepare information, highlight risks, and escalate decisions to the appropriate forum.