Senior ITSM Process & Governance Analyst

Catering; Belfast City District; On-site; GBP 50,000 - 70,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst for their Belfast IT team. You will manage ITSM processes, maintain documentation, and align activities with ITIL and firm policies. The role sits in Technology Services and reports to the Global Service Desk Senior Manager.

The candidate should have 5+ years in IT, strong stakeholder engagement, and a drive for continual service improvement. ITIL v4 certification is preferred, with a permanent, on-site position in Belfast.

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, tooling effectiveness, and user experience.

Responsibilities

• Manage the administration and day-to-day coordination of assigned ITSM processes.
• 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.
• Change Management: perform initial quality checks on change records, coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.
• CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.
• Monitor change outcomes and assist with post-implementation reviews (PIRs).
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking.
• Produce basic trend reports using incident/problem data and share findings with the process owner/manager.
• Service Design / Acceptance into Service: support the service readiness process by checking required artefacts and coordinating reviews and sign-offs.
• Support service transition by coordinating updates between project delivery, technical teams and service operations.
• Work with ITSM tool owners and vendors to raise requests and help confirm tooling supports documented process steps.
• Support process adoption by using approved guidance materials and responding to day-to-day queries.

Skills

ITIL frameworks

Stakeholder engagement

Continual service improvement

Analytical/presentation skills

Education

Degree qualified preferred

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst for their Belfast IT team. You will manage ITSM processes, maintain documentation, and align activities with ITIL and firm policies. The role sits in Technology Services and reports to the Global Service Desk Senior Manager.

The candidate should have 5+ years in IT, strong stakeholder engagement, and a drive for continual service improvement. ITIL v4 certification is preferred, with a permanent, on-site position in Belfast.