Business Systems AnalystFull time Contract - 12 month FTC LondonMorePeople are exclusively supporting Red Tractor in their search for a Business Systems Analyst to join their Operations team on a 12-month fixed term contract. This is an excellent opportunity for an analytical professional who enjoys understanding how businesses operate, identifying opportunities for improvement and using technology to deliver more efficient, effective ways of working.Working within the Ops team, you will collaborate with internal & external stakeholders and external technology providers to understand business needs and translate them into practical, user focused technology solutions.A key focus of the role will be reviewing existing processes, identifying opportunities to improve efficiency and making better use of technology. This may include system enhancements, process automation, AI, digital transformation and improving the digital experience for Red Tractor members.Responsibilities:Business Analysis & RequirementsWork with internal teams to understand business challenges, existing processes and user requirements.Engage with stakeholders and external suppliers to gather, analyse and validate requirements.Translate business needs into clear, actionable requirements for technical teams and suppliers.Develop user stories, process maps and supporting documentation to clearly define requirements.Analyse existing processes and identify opportunities for improvement.Maintain accurate documentation covering processes, business rules, systems and system interactions.Ensure delivered solutions address the original business need and provide measurable value.Process Improvement & Digital TransformationReview existing business processes and identify opportunities to make them simpler, faster and more efficient.Identify areas of manual activity and assess opportunities for automation.Develop an understanding of how people, processes, systems and data interact across the organisation.Analyse data flows, system interactions and integrations.Develop current-state and future-state process maps.Identify technology opportunities that could deliver meaningful business value.Support the development of business cases for new technology, systems and process improvements.Innovation, AI & AutomationMonitor emerging technologies and assess their potential application within Red Tractor.Explore opportunities to utilise AI, automation, low code solutions and workflow technologies.Develop or coordinate prototypes and proofs of concepts to test potential solutions before significant investment.Systems & Digital ServicesSupport the implementation of new systems, upgrades and digital platforms.Support the transition to Microsoft Dynamics CRM, ensuring the solution meets business and user requirements.Identify opportunities to maximise the value and effectiveness of existing systems.Work closely with external technology providers to ensure solutions are fit for purpose and aligned with business requirements.Contribute to the improvement of Red Tractor's member facing digital services, portals and self service capabilities.Contribute to the development of a roadmap for future digital improvements.Testing & ImplementationSupport the planning and execution of testing for new systems, enhancements and changes.Coordinate and support User Acceptance Testing (UAT).Validate solutions against agreed requirements and acceptance criteria prior to release.Identify, document and support the resolution of defects and issues.Ensure systems are operationally ready and fit for users before going live.Identify opportunities for continuous improvement following implementation.What we are looking for:Has experience gathering, analysing and documenting business requirements.Has experience working collaboratively with business teams, stakeholders and technology providers.Understands business process mapping, analysis and improvement.Has experience supporting system implementations, business change or digital transformation initiatives.Has experience in software testing and/or User Acceptance Testing.Has a strong understanding of Microsoft 365 and modern business technologies.Has a genuine interest in AI, automation and emerging technologies.Can analyse complex business problems and develop practical, proportionate solutions.Can effectively manage multiple projects, priorities and stakeholdersCan communicate technical concepts clearly and in straightforward, accessible language.Is proactive, curious and enthusiastic about learning and applying new technologies.Takes a user focused approach and considers whether solutions genuinely improve the experience for customers and members.Desirable ExperienceMicrosoft Power PlatformSharePointDataverseDynamicsPower BISystem integrations and APIsAI or automation toolsPrototypes or proof of conceptsCustomer or member facing digital platformsWhat's Next? For an informal discussion, call me, Simon on and we can talk through the role, team and opportunity in more detail. Read Less

Description
Join us, be part of more.

We're so much more than an energy company. We're a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn't rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities click apply for full job details Read Less

Service Desk Analyst Location: Neath, Wales Salary: £25,500 Marston Holdings' continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real time data with cleantech technologies. About the role Our Service Desk team keeps VidAlert's services running smoothly and our customers supported. As a Service Desk Analyst, you'll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It's a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact. Join us and play a key role in keeping our service moving. This role operates a rotational shift work pattern inc weekends Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays. Enjoy a mix of office-based Monday-Friday and weekend home working. What you will be doing: As the first point of contact for customer support, you'll be crucial in resolving technical issues: Troubleshooting alerts from our monitoring systems. Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation. Handling inbound incidents via phone, email, and our service desk portal. Proactively checking client systems for performance, minimising downtime. Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary. What we are looking for: Previous Service Desk experience / working with a ticketing system. Understanding of Service Level Agreements. Communication Skills: Excellent written and verbal communication. Tech Expertise: Previous experience in a technology-led support role. Hands-On Skills: Knowledge of CCTV and hardware assembly. SQL Knowledge: Familiarity with databases and query language. Self-Starter: Ability to manage and prioritize tasks independently. Problem Solver: Proactive approach to incident investigation and resolution. What you will get in return: Salary £25,500 Career Development inc LinkedIn Learning Healthcare cash plan Discounts on retail, travel, and social activities Cycle-to-work scheme Enhanced Maternity & Paternity Package (subject to eligibility) If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees. Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team , based in A&O Shearman's Belfast office.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Information Technology team
- Belfast The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries.

To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.

The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.

The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.

As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.

This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner.

Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery.

The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships; Manager: Global Service Desk Senior Manager Direct Reports: None Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors.

Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.

Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval (this role does not own the process).

Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.

Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.

Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.

CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.

Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs).

Ensure follow-up actions are logged and routed to the relevant teams/owners, and escalate overdue actions and risks as required.

Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.

Arrange and document root cause analysis sessions under guidance and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner.

Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation.

Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs by the appropriate service/process owners, and tracking actions to completion.

Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.

Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and help confirm that tooling and reports support the documented process steps (escalating gaps to the relevant tool/process owners).

Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed.

Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum.

What you will have Experience: 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.

Personal: Comfortable wearing multiple hats and balancing governance with delivery.

Strong analytical and presentation skills Confident communicator with the ability to influence and challenge constructively.

Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.

Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills.

Strong focus on continuous improvement, optimisation, and delivering operational excellence.

Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments.

Degree qualified – preferred ITIL v4 Certification
- preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. xrexnqw

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

LI Read Less

We have an exciting opportunity for a Legal Technology Solutions Analyst to join our Legal Technology team, based in A&O Shearman’s Belfast Office.

Do you have the right skills and experience for this role Read on to find out, and make your application.

What you will do This role will involve providing technical support to A&O Shearman lawyers and our clients and advising them on which technologies and solutions may fit their requirements, and helping to design, configure and deliver technical project solutions.

The role requires an awareness of and a keen interest in automation/contract lifecycle management technologies, web technologies, data extraction, artificial intelligence, and knowledge and collaboration, in order to advise on and meet our clients’ future needs.

The role would be best suited to an individual from an IT background with an interest in legal, or an individual from a legal background with an interest in IT.

You will work closely with a wide range of internal and external stakeholders.

Internally, you will work closely with all members of the wider Legal Technology group from Analyst to Director level and also directly with our lawyers from Trainee to Partner level.

Externally you will work with key clients and suppliers alike.

Provide legal tech support desk support, via telephone, email, webchat and ticketing systems, to internal lawyers and clients within agreed SLAs Advise internal lawyers and clients on how to best use and configure systems to help meet their needs Undertake system maintenance tasks and admin required to ensure effective of the systems Collaborate with other subject matter experts, technology suppliers and other departments to troubleshoot issues and provide technical guidance Provide regular updates on the progress of work to Team Leads, clients and senior management Assist Team Leads to produce and maintain various product and client reports Assist in the creation and upkeep of internal know-how Undertake any other responsibilities which come up as part of their role, supporting other departments and project teams as necessary Contract Lifecycle, Document Automation Services & Deal Management Services: Contribute to pre-project evaluations and provide document automation effort estimations for document automation projects Plan, design, build and test automated documents and workflows Test author output and undertake quality assurance activities, following best practice governance Deliver demonstrations and provide training and technical support to lawyers and clients Contribute to pre-project evaluations and provide technical build effort estimations Create, support and maintain deal management and collaboration solutions, including configuring online data structures and data visualisations Undertake solution quality assurance activities, following best practice governance Deliver demonstrations and provide training and technical support to lawyers and clients What you will have A minimum of 1 years’ experience in a support position or experience in a legal professional or professional services role Aptitude and willingness to learn new technology quickly and develop new skills An interest in advanced and emerging technologies Good knowledge of MS Office suite Proven experience in a legal technology support role is desirable but not essential Experience using document automation technology (e.g.

Avvoka, Contract Express), deal/transaction management tools (eg HighQ Collaborate, Legatics) and/or data extraction tools (eg Kira, RAVN) is desirable but not essential Experience of mark-up languages and basic web application knowledge is desirable but not essential What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required. xrexnqw

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

NO AGENCIES PLEASE
- A&O Shearman does not accept unsolicited CVs.

For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here .

LI Read Less