Senior ITSM Process Strategist

Catering; Belfast City District; On-site; GBP 50,000 - 70,000; Full time

Job summary

A Senior ITSM Process Support Analyst is sought to join A&O Shearman's Belfast IT team. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering governance across Change & Release, Problem Management, and Service Design into live operations.

Based in Belfast, you will work with global service desk stakeholders, IT teams and third-party partners to drive compliance, generate MI, and support continual service improvement while balancing governance with

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

• Coordinate and administer ITSM processes end-to-end, ensuring records and evidence are captured.
• Maintain process documentation (policies, procedures, workflows, RCIs) and route changes for review.
• Support alignment of ITSM with ITIL, security standards and regulatory requirements.
• Perform initial quality checks on change records (risk/impact, tests, back-out plans) and coordinate approvals.
• Assist CAB with logistics, agendas, minutes and action follow-ups.
• Support problem lifecycle management, including root cause analysis and known error records.
• Assist with service design/acceptance into service, tracking readiness artifacts and sign-offs.
• Coordinate service transition between projects and operations, escalating readiness risks.

Skills

ITIL v4

Stakeholder engagement

Analytical skills

Communication skills

Education

Degree qualified preferred

Job description

A Senior ITSM Process Support Analyst is sought to join A&O Shearman's Belfast IT team. The role focuses on coordinating ITSM processes, maintaining documentation, and delivering governance across Change & Release, Problem Management, and Service Design into live operations.

Based in Belfast, you will work with global service desk stakeholders, IT teams and third-party partners to drive compliance, generate MI, and support continual service improvement while balancing governance with