Senior ITSM Process Specialist

Catering; Mid and East Antrim District; On-site; GBP 55,000 - 75,000; Full time

Job summary

A&O Shearman, Belfast, seeks a Senior ITSM Process Support Analyst to join the IT team. You will administer ITSM processes end‑to‑end, maintain documentation, and support governance forums while coordinating with service owners and vendors.

The role emphasizes ITIL aligned practices, data‑driven reporting, change and problem management, and continual service improvement. You will balance governance with delivery and work across global teams to drive compliance and reliability.

Qualifications

• Strong ITIL knowledge and hands-on ITSM experience.
• Minimum 5+ years in an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and metrics.

Responsibilities

• Administer ITSM processes end-to-end, including governance and documentation.
• Maintain process documentation, controls and RACIs; enable process owners.
• Coordinate governance forums and ensure records and evidence are captured in ITSM toolset.
• Produce MI and insights; identify trends, risks and exceptions for escalation.
• Support Change, Problem, Service Design/Acceptance into Service activities and PIRs.
• Balance governance with delivery; collaborate with global teams and vendors.

Skills

ITIL

Stakeholder management

Data analysis

Reporting

Communication

Problem management

Education

Bachelor’s degree

ITIL v4 Certification

Tools

ITSM toolset

Change management tools

Job description

A&O Shearman, Belfast, seeks a Senior ITSM Process Support Analyst to join the IT team. You will administer ITSM processes end‑to‑end, maintain documentation, and support governance forums while coordinating with service owners and vendors.

The role emphasizes ITIL aligned practices, data‑driven reporting, change and problem management, and continual service improvement. You will balance governance with delivery and work across global teams to drive compliance and reliability.