Strategic ITSM Process Analyst (Change & Service Design)

Catering; Belfast City District; On-site; GBP 55,000 - 90,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team. The role focuses on administering ITSM processes, maintaining documentation, and ensuring governance across Change, Release, and Problem Management.

You will work with service owners, vendors, and stakeholders to drive continued service improvement while balancing governance with delivery. ITIL v4 familiarity and strong analytical skills are essential for success.

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.

Responsibilities

• Manage the administration and day‑to‑day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing MI and insights.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates).
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements.
• Change Management: perform initial quality checks on change records, coordinate scheduling and communications, and ensure proper approvals.
• CAB support: assist with meeting logistics, capture decisions, publish notes, and follow up on actions.
• Monitor change outcomes and assist with PIRs, escalate overdue actions and risks.
• Problem Management: support lifecycle, prioritisation, and coordination of inputs; document root-cause analysis sessions.
• Produce basic trend reports from incident/problem data for improvement discussions.
• Service Design / Acceptance into Service: check artefacts, coordinate reviews, track actions to completion.
• Support service transition by coordinating updates between project delivery, technical teams and service operations.

Skills

ITIL knowledge

Stakeholder engagement

Communication skills

Analytical skills

Presentation skills

Organisational skills

Continual service improvement

ITSM tools

Tools

ITSM tools

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team. The role focuses on administering ITSM processes, maintaining documentation, and ensuring governance across Change, Release, and Problem Management.

You will work with service owners, vendors, and stakeholders to drive continued service improvement while balancing governance with delivery. ITIL v4 familiarity and strong analytical skills are essential for success.