Senior ITSM Process & Governance Specialist

Catering; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Job summary

A&O Shearman’s Belfast office seeks a Senior ITSM Process Support Analyst to administer ITSM processes, monitor changes, and support problem and service design activities. You will work with the Global Service Desk and various IT teams to ensure evidence, records and governance are maintained in line with ITIL practices and regulatory requirements.

The role focuses on governance balanced with delivery, requiring strong analytical skills and proactive risk and compliance management within a

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 administration and day-to-day coordination of assigned ITSM processes, ensuring records are accurate and complete.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI).
• Support alignment of ITSM processes with ITIL practices, security standards and regulatory requirements.
• Perform initial quality checks on change records and coordinate scheduling and communications.
• Assist CAB with meeting logistics, agendas, change packs, decisions and actions.

Skills

ITIL frameworks

Stakeholder engagement

Continual service improvement

Data, insight & reporting

Strong analytical/presentation skills

Effective communication

Education

Degree qualified

ITIL v4 Certification – preferred

Job description

A&O Shearman’s Belfast office seeks a Senior ITSM Process Support Analyst to administer ITSM processes, monitor changes, and support problem and service design activities. You will work with the Global Service Desk and various IT teams to ensure evidence, records and governance are maintained in line with ITIL practices and regulatory requirements.

The role focuses on governance balanced with delivery, requiring strong analytical skills and proactive risk and compliance management within a