Senior ITSM Process Support & Change Coordinator

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

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk. You will support ITSM processes, coordinate governance forums, and ensure records and evidence are captured in the ITSM toolset.

The role balances governance with delivery, works with service owners and technical teams, and focuses on process documentation, MI reporting, and risk escalation.

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.

Responsibilities

• Coordinate and administer ITSM processes end-to-end.
• Maintain and update process documentation and records.
• Support Change & Release Management, Problem Management, and Service Design / Acceptance into Service.
• Produce management information and insights to support improvements.
• Escalate issues to process owners or governance forums as required.
• Assist with service transition and alignment with ITIL practices.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Presentation skills

Service improvement

Education

Degree preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk. You will support ITSM processes, coordinate governance forums, and ensure records and evidence are captured in the ITSM toolset.

The role balances governance with delivery, works with service owners and technical teams, and focuses on process documentation, MI reporting, and risk escalation.