Senior ITSM Process & Governance Analyst

Catering; Lisburn and Castlereagh District; On-site; GBP 65,000 - 90,000; Full time

Job summary

A&O Shearman’s IT team in Belfast is seeking a Senior ITSM Process Support Analyst. The role focuses on coordinating ITSM processes across Change, Problem, and Service Design, with governance and evidence to support compliant delivery.

You will work closely with global service desk teams, vendors, and stakeholders to prepare information, highlight risks, and elevate decisions to the appropriate process owner or forum. Degree and ITIL certification preferred.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Proven stakeholder engagement and communication skills.
• Proven ability to adopt, drive, and promote continual service improvement.

Responsibilities

• Manage administration and day-to-day coordination of ITSM processes.
• Maintain and update process documentation using agreed templates.
• Support alignment of ITSM processes with ITIL, firm policies, security standards and regulatory requirements.
• Change Management: perform initial quality checks on change records and coordinate scheduling and communications.
• CAB support: assist with meeting logistics, prepare agenda and change packs, publish notes and follow up on actions.
• Monitor change outcomes and assist with PIRs; escalate overdue actions and risks.
• Problem Management: support lifecycle, prioritisation and progress tracking.
• Service Design / Acceptance into Service: support readiness and track 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 test configurations.
• Support process adoption by using guidance materials and training.

Skills

ITIL

Stakeholder engagement

Analytical skills

Presentation skills

Continuous improvement

Education

Degree qualified preferred

Job description

A&O Shearman’s IT team in Belfast is seeking a Senior ITSM Process Support Analyst. The role focuses on coordinating ITSM processes across Change, Problem, and Service Design, with governance and evidence to support compliant delivery.

You will work closely with global service desk teams, vendors, and stakeholders to prepare information, highlight risks, and elevate decisions to the appropriate process owner or forum. Degree and ITIL certification preferred.