Senior ITSM Process & Governance Analyst

Catering; Newtownards; On-site; GBP 55,000 - 70,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Team on a permanent basis in Belfast. The role focuses on coordinating ITSM processes, maintaining documentation, and supporting governance across Change, Problem, and Service Design activities.

The ideal candidate will have strong ITIL knowledge, 5+ years in IT environments, and excellent stakeholder engagement. This position offers stable career progression within a global firm and extensive collaboration with global

Qualifications

• ITIL framework knowledge and practical application.
• Strong stakeholder engagement and clear communication.
• Proven ability to drive continual service improvement using data.

Responsibilities

• Change Management: quality checks, scheduling, and approvals.
• CAB support: prepare agendas, capture decisions and actions.
• Problem Management: track lifecycle and root cause analysis sessions.
• Service Design: ensure readiness artefacts and sign-offs.
• Service Transition: coordinate updates between project teams and operations.
• Tooling: raise requests with tool owners and verify reports.
• Process adoption: provide guidance and training to users.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Communication skills

Continual service improvement

ITSM experience

Education

Degree Preferred

Tools

ITSM Toolset

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst to join the IT Team on a permanent basis in Belfast. The role focuses on coordinating ITSM processes, maintaining documentation, and supporting governance across Change, Problem, and Service Design activities.

The ideal candidate will have strong ITIL knowledge, 5+ years in IT environments, and excellent stakeholder engagement. This position offers stable career progression within a global firm and extensive collaboration with global