Senior ITSM Process Support Specialist

A&O Shearman; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Job summary

A&O Shearman is seeking a Senior ITSM Process Support Analyst for our Belfast office. You will provide senior-level administration, coordination and reporting support for ITSM processes across the IT organisation, supporting governance forums and ensuring compliance and accuracy of ITSM records.

You will work with technical teams, service owners and vendors to prepare information, highlight risks, escalate decisions, and help drive structured improvements while balancing governance with delivery.

Qualifications

• Strong working knowledge of ITIL frameworks.

Responsibilities

• Coordinate and administer ITSM processes; ensure records are accurate and complete.
• Update process documentation and route changes for approval.
• Align ITSM processes with ITIL practices, security standards and regulatory requirements.
• Perform initial quality checks on change records (risk/impact, test evidence, back-out plans, communications).
• Assist with CAB logistics: agendas, change packs, minutes and actions.
• Monitor change outcomes and assist with PIRs.
• Support problem lifecycle: logging, tracking, and known error log maintenance.
• Produce basic trend reports from incident/problem data.
• Support service readiness by coordinating artefacts and sign-offs.
• Assist with training and day-to-day queries on processes and tooling.

Skills

ITIL frameworks

Stakeholder engagement

Continual service improvement

Analytical skills

Presentation skills

Communication skills

Operational excellence

Organisational skills

Education

Degree preferred

ITIL v4 Certification - preferred

Tools

ITSM tools

Job description

A&O Shearman is seeking a Senior ITSM Process Support Analyst for our Belfast office. You will provide senior-level administration, coordination and reporting support for ITSM processes across the IT organisation, supporting governance forums and ensuring compliance and accuracy of ITSM records.

You will work with technical teams, service owners and vendors to prepare information, highlight risks, escalate decisions, and help drive structured improvements while balancing governance with delivery.