Senior ITSM Process & Governance Analyst

Catering; Belfast City District; On-site; GBP 55,000 - 75,000; Full time

Job summary

A&O Shearman Belfast is seeking a Senior ITSM Process Support Analyst in Belfast to support and coordinate IT service management activities across the Global Service Desk. The role focuses on governance, evidence collection, and knowledge sharing with process owners and stakeholders.

You will balance governance with delivery, work with ITIL practices, and help drive continual service improvement while partnering with technical teams and vendors to ensure compliant and reliable IT services across

Qualifications

• ITIL v4 knowledge and continual service improvement experience.
• Minimum 5+ years working in an IT environment.
• Strong stakeholder engagement and communication skills.

Responsibilities

• Administer ITSM processes across the IT organisation.
• Maintain process documentation, controls and evidence.
• Coordinate Change & Release Management, Problem Management and Service Design into live service.

Skills

ITIL

Stakeholder engagement

Analytical skills

Communication skills

Governance

Data reporting

Problem management

Change management

Service Design

Vendor coordination

Multitasking

Education

Degree preferred

Tools

ITSM Toolset

MI reporting tools

Job description

A&O Shearman Belfast is seeking a Senior ITSM Process Support Analyst in Belfast to support and coordinate IT service management activities across the Global Service Desk. The role focuses on governance, evidence collection, and knowledge sharing with process owners and stakeholders.

You will balance governance with delivery, work with ITIL practices, and help drive continual service improvement while partnering with technical teams and vendors to ensure compliant and reliable IT services across