Senior ITSM Process & Governance Specialist

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

Job summary

A&O Shearman in Belfast seeks a Senior ITSM Process Support Analyst to coordinate and administer ITSM processes across the Global Service Desk. The role supports governance forums, maintains documentation, and drives process improvements while balancing delivery with control.

You will work with technical teams, vendors and stakeholders to highlight risks, ensure evidence is captured, and escalate issues to the appropriate owners and forums as required.

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.

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, templates) and route changes.
• Align ITSM processes with ITIL practices, security standards and regulatory requirements.
• Change Management: perform quality checks, coordinate scheduling and approvals.
• CAB support: prepare agendas, capture decisions and actions, publish notes.
• Monitor change outcomes and assist with PIRs and escalation of risks.
• Support Problem Management lifecycle and track remediation actions.
• Produce basic trend reports from incident/problem data for improvement discussions.
• Support Service Design/Acceptance into Service and service transition activities.
• Coordinate updates between project delivery, technical teams and service operations.
• Assist with tool configuration testing and reporting; escalate gaps to owners.
• Support process adoption through guidance, training, and day-to-day queries.

Skills

ITIL knowledge

Stakeholder engagement

Communication skills

Continual service improvement

Analytical skills

Presentation skills

Education

Degree preferred

Job description

A&O Shearman in Belfast seeks a Senior ITSM Process Support Analyst to coordinate and administer ITSM processes across the Global Service Desk. The role supports governance forums, maintains documentation, and drives process improvements while balancing delivery with control.

You will work with technical teams, vendors and stakeholders to highlight risks, ensure evidence is captured, and escalate issues to the appropriate owners and forums as required.