What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

What you will do

Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. 

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. 
This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process 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. 
Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval.  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 assigned to the relevant teams, 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, 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 confirm that tooling and reports support the documented process steps.  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 problem‑solving skills, with the ability to identify root causes and pragmatic solutions  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 youTo learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careersShould 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.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. Read Less

Location Cardiff, Southampton About the job Job summary Can you translate complex business problems into clear, actionable requirements that drive effective digital solutions? Do you enjoy working with diverse stakeholders to shape services that meet real user and organisational needs? If so, we'd love to hear from you! Senior Business Analysts lead the definition of business needs and analytical requirements within the programme of delivering analytical products and curated datasets that support high quality insight and decision making across the agency. Operating from within the Agency's central Data function, they work as part of the Data Insights & Analytics team, collaborating with colleagues to shape and deliver analytical products that support decision making across the organisation. Joining our department comes with many benefits, including: Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King's birthday Flexible working options where we encourage a great work-life balance. Read more in the Benefits section below! Find out more about what it's like working at: Maritime and Coastguard Agency - Department for Transport Careers Job description Senior Business Analysts report to the Head of Data Insights and Analytics and lead the definition of business needs, shaping analytical requirements to ensure analytical work is aligned to organisational priorities and delivers clear business value. Your responsibilities will include, but aren't limited to: Lead the definition and framing of business problems, analysing business processes and logic and translating business needs into structured analytical requirements, business rules and success measures. Work in close partnership with Data Analysts to ensure requirements are feasible, unambiguous and aligned with analytical best practice, supporting the development of analytical products that deliver measurable value. Engage subject matter experts to validate business logic, operational processes and constraints, ensuring analytical products reflect accurate, trusted business context. Work iteratively using Agile ways of working, contributing to the progressive elaboration, prioritisation and refinement of analytical requirements, and supporting incremental delivery of insight in partnership with Data Analysts and stakeholders. Work with IT and other relevant stakeholders to support the smooth release and ongoing operation of analytical products, helping ensure appropriate handover, clarity of ownership and effective routes for resolving issues as they arise. Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public. For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process. Person specification Required experience: To be successful in this role you will need to have the following experience: Applied knowledge of business analysis methods, including requirements elicitation, process mapping and benefits analysis. Experience with and enthusiasm for Agile ways of working, including familiarity with DevOps or other delivery or project management tooling. Experience working with data, metrics or analytical products, including collaboration with analysts to translate business needs into clear analytical requirements, and familiarity with analytical tools such as Power BI. Ability to communicate complex concepts clearly to senior non technical stakeholders. Assess expected benefits and inform prioritisation of analytical work, contributing to a value focused analytical roadmap. Work closely with stakeholders and subject matter experts to validate that analytical products meet agreed business needs, answer the right questions, and are fit for their intended decision making purpose. Additional Information This post is offered on a Fixed Term Appointment (FTA) basis to complete a finite piece of work, however this may be extended or made permanent. Permanent Civil Servants will be appointed on an inward loan and subject to the terms of the agreed inward loan. You must have your home departments approval to return to them at the end of the loan before you apply. Internal candidates will return to their previous post at the end of the loan period, which will need to be agreed with your line manager in advance. If your home department cannot agree to release you on loan, there is the opportunity for you to move across to the department on a fixed term appointment. In this instance the Department for Transport would become your home department and if there is no role available for you at the end of this appointment, you would be subject to the redeployment and redundancy process. If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment. Working hours, office attendance and travel requirements Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week. This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements. The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation. Occasional travel to other offices will be required, which may involve overnight stays. If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details). Visa Sponsorship Please note that we will only offer sponsorship for a skilled worker visa where a role has been deemed to be business critical. This role does not meet that category, and we will not sponsor a visa. Therefore, this role is not open to applications from those who require sponsorship - candidates must ensure they have the appropriate right to work in the UK before applying. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. Security Checks Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Clearance (SC)

See our vetting charter (opens in a new window) . People working with government assets must complete baseline personnel security standard (opens in new window) checks. Read Less

Location Aberystwyth, Cardiff, Llandudno Junction, Merthyr Tydfil, Swansea About the job Job summary About Us We are an arm's length body of the Welsh Government, responsible for the strategy, funding and oversight of: further education higher education including research and innovation; apprenticeships adult community learning; and local authority maintained school sixth forms. We work in close collaboration with our partners to enable a tertiary education and research system which is centred around the needs of learners; society; and economy with excellence, equality and engagement at its heart. Our values really matter to us, they help shape the culture of our organisation: Dysgu (to learn; to teach; to educate) - learning is at the heart of everything we do. We believe curiosity fuels innovation and helps expand our horizons. Cydweithio (to work together; to collaborate; to co-operate) - we can achieve far more together than we ever could alone. Cynnwys Pawb (to include everyone; to involve everyone) - we are passionate about inclusion, seeking to create the right conditions for everyone to achieve their full potential. Rhagori (to exceed; to excel) - we have high aspirations for tertiary education and research in Wales and always set high standards for ourselves to be the best we can be. We are proud to be a Disability Confident employer and accredited as a Living Wage employer. Location Our headquarters is in 2, Capital Quarter, Cardiff, which has been specifically designed to meet our needs. This is where most colleagues will meet to collaborate, both with each other and with stakeholders. As we operate across Wales, we also have limited office and collaboration space in Welsh Government offices in Llandudno Junction, Aberystwyth, Swansea and Merthyr Tydfil. Main purpose of the job The Cyber Security Analyst is responsible for safeguarding Medr's digital assets by monitoring, analysing, and responding to cyber threats across its systems and services. The role ensures effective security controls are implemented in line with security policies and latest standards, supports secure system and service design, and undertakes real-time threat analysis, risk assessments and incident investigations. The role is critical to maintaining the confidentiality, integrity, and availability of Medr's data and infrastructure, while supporting the resilience of its digital operations in an evolving threat landscape.

Job description What you'll be doing Monitor, detect, and respond to cyber threats by conducting real time security monitoring, threat hunting, forensic investigations, and timely system patching to protect systems, networks, software, and data. Identify and mitigate security risks and vulnerabilities through software risk assessments, continuous infrastructure monitoring, audits, and validation activities to ensure data integrity, timeliness, and completeness. Design and enforce robust security controls and policies, embedding security into systems and application design and ensuring compliance with Cyber Essentials Plus and IASME Level 2 standards. Manage access and permissions by maintaining strong user access controls and administrative privileges to prevent unauthorised access and data breaches. Promote a strong security culture by delivering employee training and awareness programmes, supporting and challenging users where necessary, and encouraging continuous improvement and compliance with data standards. Collaborate and communicate effectively with Digital teams, management, external suppliers, and stakeholders, maintaining up to date security documentation, producing security papers, and reporting progress and key challenges to senior leadership. Key challenges you will face Working in a fast-paced environment, with competing priorities and critical deadlines. Ensuring that data governance and management approaches align with business needs, compliance requirements and best practice. Integrate with a shared SOC/MDR service. Incident response under pressure. Preparing and participating in numerous audits where compliance is critical to the business function. Sector collaboration by securing credibility and trust with a range of stakeholders. About your team The Digital Directorate within Medr spans three core areas: Development, Information Systems, and IT Security & Technical Services. Together, we design and manage systems, develop applications and ensure robust security, governance and compliance is in place. The Cyber Security Analyst will report directly to the Senior Technical Services Manager who also manages the IT Support Manager and Officer posts. The team will be led by the Head of IT Security and Technical Services. About your line manager The Senior Technical Services Manager brings over 25 years of digital experience and has been with HEFCW, Medr's predecessor, since 2019, having seconded from a local Governments Network Team. As lead Technical Architect, he had a key role in the design and implementation of Medr's IT environments, security profile, corporate IT systems, client solutions, data management processes, governance controls, and IT risk management. Person specification What you'll bring Attributes Drive: You lead by example, showing dedication and perseverance in meeting organisational objectives Agile: You drive forward improvements, through collaboration, embracing new technologies and nurturing a culture of continuous learning. Resilient : You lead with resilience in terms of uncertainty and change, inspiring your team to persevere despite obstacle Dynamic - You encourage a culture of innovation and continuous improvement, encouraging experimentation and learning. Experience Technical experience in securing Microsoft Azure and Office 365 environments, with hands-on knowledge of cloud security tools such as Microsoft Sentinel, Purview or Microsoft Defender for Endpoint/Cloud SIEM tools. Capable of analysing and interpreting security events and logs, and performing digital forensics tasks. Experienced in responding to threat intelligence and vulnerability management platforms. Demonstrates comprehensive understanding of cybersecurity frameworks, regulatory compliance requirements such as UK GDPR and the Data Protection Act 2018, and expertise with security technologies including firewalls, VPNs, and intrusion detection/prevention systems. Possesses strong analytical, communication, and problem-solving abilities, as well as proficiency in preparing clear and effective technical and non-technical reports. Welsh language requirements We have evaluated that the Welsh language requirements for this post are: Desirable: Welsh desirable means that while having Welsh language skills is useful for the role, it is not an assessment criterion, so it won't disadvantage you during recruitment if you don't currently possess these skills.

Qualifications A bachelor's degree in computer science, cybersecurity, or a closely related field is typically required; postgraduate qualifications or professional certifications (e.g., CISSP, CISM, CompTIA Security+) or several years of relevant experience in information security, network administration, or IT risk management. Read Less

Location The locations for this role are Newport and Titchfield (Fareham),

This role is aligned to ONS hybrid working principles, which are based on attending the office with purpose. The post holder will be expected to contribute to the organisation's overall 40% office attendance, in line with business and role requirements.

Due to workforce controls you can only select Manchester / London / Darlington / Edinburgh if you are an existing ONS employee contracted to that location. If you are not contracted at one of these sites, these options are not available to you.

Applicants who select a location they are not eligible for will be removed from the recruitment process and will not be considered for alternative locations.

Please refer to attachments for further terms and flexibilities. About the job Job summary This role sits within the Digital Strategy and Evaluation team in Digital Services. The team leads the development of digital strategy across the organisation and ensures that digital products and services deliver real value for users and the public. Digital Services is an exciting place to work, supporting the delivery of modern digital products, services and platforms at a time when technology, data and AI are rapidly changing how organisations operate. This role sits at the heart of the Digital Services Strategy function, providing business analysis leadership to help shape strategic direction, identify opportunities for improvement and ensure that digital investment is aligned to organisational priorities. The postholder will work across teams to build evidence, understand user and business needs, and support informed decision-making that maximises the impact of ONS digital services Operating at the centre of Digital Services, the team works across delivery, data and technology areas to align digital activity with organisational priorities and user needs. It brings together strategic planning and insight to support effective decision-making and continuous improvement. As a Grade 7 Business Analyst, you will play a key role in shaping and delivering the organisation's digital strategy. You will apply your business analysis expertise to support the development of strategic roadmaps and division-led strategies that align to the overarching digital vision. Working across complex services and stakeholders, you will help define clear outcomes, establish success measures, and track progress against strategic objectives. Through structured analysis and engagement, you will ensure that digital priorities are well-defined, evidence-based, and deliver tangible impact. Job description This is a business analysis role with a strong strategic focus, working at the heart of Digital Services to help shape how we understand, prioritise and deliver change across the directorate. Rather than supporting a single delivery project, you will work across a broad and evolving portfolio of strategic activity, using business analysis skills to investigate complex problems, understand stakeholder needs, map current and future ways of working, and turn evidence into clear insight and recommendations. You will play a key role in supporting the development of digital strategy, operating models, service improvements and future capability, helping senior leaders make informed decisions about where to focus effort and investment. The role will suit someone who can combine structured analysis with curiosity, strategic thinking and strong stakeholder engagement, and who is confident working in ambiguity to bring clarity, shape options and support meaningful organisational change. Responsibilities: Review existing system capabilities, develop use cases and information models, and align business requirements to specific capabilities of system development. Define improvements to business processes, developing business cases to enable decisions to be made based on the benefits of the change. Facilitate, understand, and communicate the project scope and work to assure the overall goal is maintained in creation of the product backlog. Lead in defining solutions to real business problems through influence, facilitation and communication and ensuring the end-to-end process is considered. Shape and challenge business priorities and ways of working through collaboration with business and technology teams. Deliver at pace using the most appropriate delivery methodologies and adopting agile principles. Develop suitable analysis models using appropriate modelling techniques, considering traceability, adherence to business objectives and fitness for purpose. Work with business and solution architects to ensure that the wider architecture considered when undertaking analysis work. Assist decision makers in gathering information to make informed decisions. Promote a culture of assurance and security. Help to quality assure test solutions and products. Actively participate in the Business Analysis community and broader communities to refine and develop standards, working practices, sharing of knowledge, and understanding. Where appropriate and in line with divisional organisation practice, Line management of Business Analysts within the ONS community. In addition, SEO and Grade 7 roles will be required to provide coaching and mentoring to Junior Business Analysts. Person specification Essential Criteria: Business Analysis (Expert) - Set the direction for business analysis within a programme of work, enterprise or wider sector. Guide tactical decision making and influence the formulation of longer-term strategic plans in an evolving, complex and unpredictable environment. Give colleagues the means and authority to make decisions about their approach to business analysis activities. Ensure that the proposed solutions align with the organisational strategy and vision. Consultancy (Working) - Provide advice, guidance and recommendations based on your specialist knowledge and experience. Propose methodologies to follow and approaches to implementation. Frame problems so they can easily be understood, and troubleshoot where required, to support the business in operating more effectively. Stakeholder Relationship Management (Expert) - Direct the stakeholder relationship strategy for your teams. Ensure stakeholders objectives are set and support teams to meet them. Influence and negotiate with senior stakeholders to resolve issues and enable progress. Business Process Improvement (Expert) - Lead the identification of large-scale opportunities to deliver business performance improvements. Set the direction for analysis, design and evaluation of business process improvements, including methods, tools and standards. Set the direction for design, execution and assessment of business process tests. Coach others in designing, testing, implementing and assessing business process improvements. Read Less

Location Plymouth, South West England, PL6 5WS About the job Job summary An exciting opportunity has arisen at HM Land Registry (HMLR) for an IT Service Management Analyst. Your priority will be to help our customers receive a great service and ensure they are handled with courtesy and integrity. You will handle operational delivery, work with service stakeholders, internal and external support teams and suppliers and ensure customers are at the heart of all interactions related to their services. Job description In this role, you will work closely with stakeholders, support teams and suppliers to ensure services are delivered effectively and meet agreed standards. You will monitor service performance, provide insight and reporting, resolve and prevent service issues, support the management of service changes, and identify opportunities for improvement. You will also help promote effective ITIL processes, support customer-focused service delivery and encourage teams to take ownership of continuous improvement and professional development. Person specification To be successful in this role you will have an understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Business Applications. You will have experience of: Working collaboratively as part of a multi function team, with the ability to interact and build working relationships with others, IT technicians, managers and users Working under pressure and delivering against competing demands. Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers. Able to take ownership of activity and see through to successful conclusion Good analytical skills Able to build good working relationships within a team. Able to explore and progress opportunities for service improvement to deliver positive outcomes For more information about the role, please see the attached job description. Behaviours We'll assess you against these behaviours during the selection process: Changing and Improving Making Effective Decisions Communicating and Influencing Working Together Technical skills We'll assess you against these technical skills during the selection process: An understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Applications. Read Less

Business Analyst (SC Cleared)

Position Description
At CGI, you'll help shape business and technology transformation that delivers meaningful outcomes for our clients. As a Business Analyst, you'll work with stakeholders to understand complex business challenges, define clear requirements and help deliver solutions that improve services and operational performance. Collaborating with multidisciplinary teams in a secure environment, you'll play a key role in turning ideas into successful outcomes while being empowered to take ownership of your work, contribute innovative thinking and grow your consulting career with the support of experienced colleagues.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme, active UK Security Clearance (SC) is required for this position. This is a hybrid role based in London, with a minimum of three days per week in the office.

Your future duties and responsibilities
In this role, you will work closely with clients and delivery teams to understand business objectives, analyse existing processes and define solutions that support successful business and technology change. You'll engage with stakeholders to elicit and document requirements, facilitate workshops and ensure business needs are translated into clear, actionable deliverables throughout the project lifecycle.
You'll collaborate with Project Managers, technical teams and testers to support solution design, implementation and business readiness, ensuring requirements remain traceable from discovery through to delivery. You'll also contribute to continuous improvement by identifying opportunities to enhance processes, strengthen stakeholder engagement and deliver measurable business value.
Key responsibilities
• Engage & collaborate with stakeholders to understand business objectives and requirements
• Elicit & document functional and non-functional requirements
• Facilitate workshops, interviews and requirements gathering sessions
• Analyse & map current business processes and define future-state operating models
• Produce user stories, acceptance criteria and business analysis documentation
• Support & contribute to solution design, options analysis and impact assessments
• Work closely with Project Managers, technical teams and business stakeholders throughout delivery
• Support testing, implementation, business readiness and benefits realisation
• Maintain & manage requirements traceability across the project lifecycle
• Identify & recommend opportunities for process improvement and operational efficiency

Required qualifications to be successful in this role
You'll be an experienced Business Analyst with a strong track record of supporting complex business and technology change. You'll be confident engaging with stakeholders at all levels, translating business needs into clear requirements and working collaboratively across multidisciplinary delivery teams. Strong analytical thinking, communication skills and attention to detail will enable you to thrive in this role.
Essential qualifications
• Proven experience as a Business Analyst delivering complex change initiatives
• Strong requirements elicitation, analysis and documentation skills
• Experience with business process mapping and process improvement techniques
• Excellent stakeholder management, facilitation and communication skills
• Ability to translate business needs into technical and operational requirements
• Experience working in Agile, Waterfall or hybrid delivery environments
• Strong analytical, problem-solving and decision-making skills
• Experience using tools such as Jira, Confluence, Visio or similar
Desirable qualifications
• BCS, IIBA or equivalent Business Analysis certification
• Experience within Policing, Central Government, Emergency Services or Telecommunications
• Experience supporting digital transformation or large-scale technology programmes

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team-one of the largest IT and business consulting services firms in the world. Read Less