You probably know us for our world-famous Cornish clotted cream, but behind our 128-year heritage is a modern, fast-paced technological operation. Rodda s is a leading Fast-Moving Consumer Goods (FMCG) brand with a growing international footprint, and our IT systems are the backbone of everything we do. We are looking for an enthusiastic, recent IT graduate to join us as an ICT Helpdesk Analyst. If you are eager to get hands-on experience, learn complex enterprise systems, and build your career within a business that truly cares about its people, this is the perfect role for you. Why This Role is Perfect for a Graduate Forget about just resetting passwords all day. At Rodda's, you will get real exposure to enterprise-grade technology in a manufacturing environment. Unrivaled Learning Opportunities: We don't expect you to know everything on day one. You will be given the unique opportunity to learn and master critical business technologies, including our ERP (Enterprise Resource Planning) system and SCADA (Supervisory Control and Data Acquisition) manufacturing infrastructure. A Truly Supportive Team: You will be joining a close-knit, welcoming IT family. We believe in "togetherness" and are committed to mentoring you, sharing our knowledge, and helping you develop into a well-rounded IT professional. Fast-Paced FMCG Environment: Experience the dynamic, exciting world of an international FMCG business where your technical support directly impacts the production and global export of our beloved products. What You Will Be Doing As our ICT Helpdesk Analyst, you will be the friendly face of IT for our business. Your key responsibilities will include: Full-Stack Helpdesk Support: Dive into a varied workload where you will troubleshoot and resolve a complete spectrum of IT issues from setting up hardware and mobile devices to diagnosing network and software challenges. Order System Support: Play a vital role in our daily operations by monitoring and supporting the systems that ingest our customer orders, ensuring our products get where they need to go without a hitch. On-Call Rotation: Gain critical real-world experience in business continuity by participating in our shared on-call rotation, providing essential support to keep our 24/7 manufacturing operations running smoothly. Who We Are Looking For A recent graduate with an IT-related degree (or equivalent Level 2+ IT qualification). A "can-do" attitude with a massive appetite for learning new technologies (especially ERP and SCADA). Excellent communication skills you enjoy helping people and can explain technical solutions in a friendly, easy-to-understand way. Someone who shares our core values of Togetherness, Responsibility, and Openness. Click APPLY NOW to submit your application 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

Description

Hello, we're Starling. We are proud to be the first British bank founded by a woman, Anne Boden. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We're a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We are deeply committed to closing the gender gap in technology; from our partnership with Code First Girls to our internal 'With Women' and 'Embrace' networks, we actively champion diverse women in tech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

About the role

Our Technology Operations team is the first line of support for Starling Group, both internally for our colleagues and externally for our technology partners. We look after all the technical queries in our primarily Apple Mac estate that our employees and external partners raise on a daily basis, supporting the critical infrastructure of the bank, alongside the day to day needs of our teams.

In this role, you'll get the opportunity to really understand the core functionality of the bank, working closely with our internal teams and key suppliers. It's very important to us at Starling that staff have the best possible experience with the technology they use on a daily basis.

We deploy primarily Macs but also have some Windows PC's in the estate, supplemented by a number of SaaS applications. Our computers are managed by a combination of Jamf and Intune, and sit on our Meraki network. We have zero physical infrastructure on site barring networking, so you won't find Active Directory here. Externally, we support the relationships we have with key suppliers, payment schemes and banking partners; triaging and escalating as needed.

As a Technology Operations Analyst, you'll be the face of support for technology for all staff at the bank, assisting with hybrid support for our colleagues and external partners, whilst sharing solutions that improve technology outcomes for all.

You also will: Provide 1st line technology support/security issues raised in Slack, email and face-to-face office interactions. Facilitate onboarding training for new employees: ensuring staff have access to the equipment, software and services they need to work efficiently. Help the team to manage asset inventory, procurement, repairs, auditing and licensing. Computer hardware provisioning from returned stock. Arrange collection of leavers hardware. Perform daily office equipment checks, ensuring all conference rooms are fully functional at the start of each day. Check display TVs are working properly. Requirements Knowledge and experience of supporting either macOS or Windows is a must. Adept at coping in a technically complex and fast-changing environment An interest in and suitable understanding of Starling's technology. Exposure to incident management processes is beneficial. Provide 1st line technology support/security issues raised in Slack, email and face-to-face office interactions. Facilitate onboarding training for new employees: ensuring staff have access to the equipment, software and services they need to work efficiently. Helping the team to manage asset inventory, procurement, repairs, auditing and licensing. Computer hardware provisioning from returned stock. Arranging collection of leavers hardware. Experience in operational support of suppliers and outsourced vendors is beneficial. We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there. As such, we are looking for people who can commit to 37.5 hours a week between 7am-10pm Monday to Sunday.

Benefits 25 days holiday (plus take your public holiday allowance whenever works best for you) An extra day's holiday for your birthday Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off 16 hours paid volunteering time a year Salary sacrifice, company enhanced pension scheme Life insurance at 4x your salary & group income protection Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton Generous family-friendly policies Incentives refer a friend scheme Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch anyway. We're on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information. Read Less

Portfolio Analyst Location: Aldermaston (Hybrid, by agreement with Line Manager) Package: £39,500 - £59,350 (depending on your suitability, qualifications and level of experience) Working pattern: AWE operates a 9-day working fortnight. We will consider flexible working requests so that your work may fit in with your lifestyle. Just let us know your preferred working pattern on your application. Turn Data into Decisions At AWE, our P3M Digital, Data, Tools and Systems team enable informed decision-making across some of the UK's most complex projects, programmes and portfolios. We're looking for a Portfolio Analyst who is passionate about data, analytics and continuous improvement. This is an opportunity to combine project, programme and portfolio delivery knowledge with modern digital tools, transforming data into meaningful insight that drives better outcomes. What You'll Do: Build impactful dashboards and reports using digital solutions. Analyse portfolio, programme and project data to identify trends, risks, opportunities and emerging issues. Work with stakeholders to understand business requirements and turn data into actionable insight. Improve reporting and management information through automation, innovation and continuous improvement. Help shape the future of P3M Digital and Data across AWE. What We're Looking For: Strong data literacy and analytical thinking. Experience using data and reporting tools to create meaningful visualisations and insights. The ability to translate complex data into clear, actionable recommendations. Prior experience in a project or programme environment. Strong stakeholder engagement and communication skills. A curious mindset with a passion for solving problems and improving how information is used. An interest in coding, automation, data engineering or AI-enabled analytics. Whilst not to be considered a tick list, we'd like you to have experience in some of the following: Building with tools within the Microsoft Suite (Power BI, Power Automate, Power Query) and others. Basic understanding of programming languages such as Python, SQL or DAX. Portfolio, programme or project delivery experience. Why Join Us? We're looking for curious, digitally minded people who want to make an impact. Whether you're already developing data solutions or looking to grow your technical skills, you'll have the opportunity to help shape the future of P3M insights, reporting and analytics at AWE. Work hard, be rewarded: We ask a lot and set the bar high because our work truly matters. In return we offer balance, with award winning benefits including: 9-day working fortnight - meaning you get every other Friday off work, in addition to 270 hours of annual leave. Market leading contributory pension scheme (we will pay between 9% and 13% of your pensionable pay depending on your contributions). Family friendly policies: Maternity Leave - 39 Weeks Full Pay and Paternity Leave - 4 Weeks Full Pay. Opportunities for Professional Career Development including funding for annual membership of a relevant professional body. Employee Assistance Programme and Occupational Health Services. Life Assurance (4 x annual salary). Discounts - access to savings on a wide range of everyday spending. Special Leave Policy including paid time off for volunteering, public service (including reserve forces) and caring. The 'Working at AWE' page on our website is where you can find full details in the 'AWE Benefits Guide'. Read Less

Description

Starling is the UK's first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

We are about giving customers a new way to spend, save and manage their money while taking better care of the planet which has seen us become a multi-award winning bank that now employs over 2800 across five offices in London, Cardiff, Dublin, Southampton, and Manchester. Our journey started in 2014, and since then we have surpassed 3.5 million accounts (and four account types!) with 350,000 business customers. We are a fully licensed UK bank but at the heart, we are a tech first company, enabling our platform to deliver brilliant products.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. In Technology, we're asking that you attend the office a minimum of 1 day per week.

About the Role

We are seeking a highly motivated and experienced Vulnerability Management Analyst to join our team. As a Vulnerability Management Analyst, your primary responsibility will be to enable remediation groups and engineers to address and resolve outstanding findings within agreed timeframes. You will achieve this by effectively triaging and prioritising vulnerabilities using a risk-based approach. Additionally, you will ensure that all assets within the scope of vulnerability management are scanned within agreed time frames.

What you'll get to do Partner with engineering and product teams to bridge the gap between security discovery and resolution, turning complex findings into clear, actionable tasks. Utilise a risk-based approach to prioritise vulnerabilities based on their potential impact and exploitability Coordinate with resolver groups to ensure timely and efficient remediation of identified vulnerabilities Maintain and update a wide range of Vulnerability Management tools (Build Phase VM, CWPP, Endpoint VM, VM Intelligence) to ensure their effectiveness and reliability Review and update Vulnerability Management related documentation to align with internal and external compliance requirements, industry best practices and emerging threats (e.g. ISO 27000, PCI-DSS, NIST) Build and maintain our vulnerability ecosystem, from cloud-native stacks to endpoint security, using automation to reduce manual overhead for the wider team. Process vulnerability data to provide reports, insights and metrics, that aid in the risk-based approach to vulnerability management. Develop integrations for internal and external tools to capture data relevant to the vulnerability remediation process (e.g. by interacting with APIs) Ensure compliance with relevant security standards, frameworks, and regulations Stay up to date with the latest trends and developments in vulnerability management, security standards, and regulations Responsibilities Develop and maintain vulnerability management tooling, ensuring reliable coverage across cloud-native and on-premise environments. Lead the shift towards automated remediation by implementing integrations that reduce manual toil for engineering teams. Work with internal remediators to prioritise vulnerability management activities Process vulnerability data to provide reports, insights and metrics, that aid in the risk-based approach to vulnerability management. Develop integrations for internal and external tools to capture data relevant to the vulnerability remediation process Ensure compliance with relevant security standards, frameworks, and regulations Stay up to date with the latest trends and developments in vulnerability management, security standards, and regulations Act as a subject matter expert, staying ahead of emerging threats and evolving the team's defensive strategy alongside the wider security organisation. What you can expect from us Join a group of highly skilled individuals and have the opportunity to learn and grow with them Work in a supportive and creative environment that encourages initiative and experimentation Receive strong mentorship from senior members and peers to unlock your full potential Collaborate with members of the wider security organisation and technical teams, fostering knowledge sharing and collaboration Requirements

Essential Demonstrated vulnerability management experience in a role such as vulnerability analyst, specialist, or engineer. Strong technical knowledge of cloud platforms (aws, gcp) and cloud-native security architecture. Experience with kubernetes and container security principles. Security knowledge in AWS/GCP. Basic scripting skill for automation purposes (Python, Go, Bash etc.). Proven ability to develop integrations by interacting with APIs. Excellent analytical and problem-solving skills to identify vulnerabilities and assess potential impact. Strong written and verbal communication skills to foster collaboration across cross functional teams and stakeholders. Adaptability to learn new technologies and evolve alongside the security landscape. Desirable Knowledge of CI/CD pipelines management including TeamCity and Jenkins. Knowledge of external attack surface management. Proficiency in infrastructure as code, specifically terraform. Competence in at least one programming language (e.g. java, golang, python) for automation. Interview process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team: Stage 1 - 45 mins with Information Security Lead Stage 2 - 60 min with two vulnerability team members Stage 3 - Final with our Information Security Director and Information Security Lead Benefits

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. In Technology, we're asking that you attend the office a minimum of 1 day per week. 25 days holiday (plus take your public holiday allowance whenever works best for you) An extra day's holiday for your birthday Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off 16 hours paid volunteering time a year Salary sacrifice, company enhanced pension scheme Life insurance at 4x your salary & group income protection Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton Generous family-friendly policies Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch anyway. We're on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

When you provide us with this information, you are doing so at your own consent . click apply for full job details Read Less

Ready to move past "have you tried turning it off and on again?"If you've done a solid year (or more) on an IT helpdesk and you're starting to feel boxed in - rushed calls, endless handovers, no time to actually fix things this might be the step up you've been waiting for.This is a 1st Line Support role inside a large, well-established enterprise organisation where you're trusted to own incidents, not just log them and also you get time to think, troubleshoot, and learn.You'll be part of a friendly, collaborative IT team based onsite in Hinckley (Hybrid - 2 days per week), supporting users across the UK. The environment is busy but supportive, and you'll be exposed to real systems, real projects, and real responsibility.You'll be the first point of contact for internal users.You'll:Log, prioritise, and troubleshoot a wide range of issuesSupport technologies across Azure Cloud, CISCO networking, telephony, M365, and much moreTake more ownership of the calls you pick up, seeing issues through, not passing them offEscalate intelligently to 2nd and 3rd line when needed, working closely with senior engineersDeliver a genuinely high standard of service, aligned to SLAsYou'll also get exposure to group-wide IT projects and access to internal progression to keep developing.What you'll need:You don't need to know everything, but you do need the basics nailed:12+ months' experience in a busy IT Helpdesk / 1st Line Support roleConfident communication and strong customer service skillsExperience with Windows 10/11, Microsoft 365, Active Directory, MS OfficeA basic understanding of TCP/IP and networkingITIL awarenessWhy join?This is initially a 6 month rolling fixed term contract with the opportunity to transition to permanent.This is a role for someone who wants to grow, not stagnate.You'll be joining an organisation that promotes from within when there's an opportunity and gives junior support staff the space to develop into real technologists.Big Red Recruitment are working on the role exclusively and if you feel like this, is you then apply ASAP as we have interview slots available! Read Less

Description

Hello, we're Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We're a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,500 people across our London, Southampton, Cardiff and Manchester offices.

Starling Bank's Treasury manages the bank's rapidly growing balance sheet. We are responsible for managing liquidity, funding, Interest Rate Risk in the Banking Book (IRRBB) and structural risks using cash, investment securities, interest rate derivatives and foreign exchange. We are now looking for a driven IRRBB reporting analyst to join our expanding IRRBB team within the Treasury area of the Bank. This is a critical, hands-on role. You will be instrumental in building an accurate view of all the risks that guides our strategic decisions and keeps Starling safe and thriving.

Key Responsibilities Producing internal and regulatory IRRBB reporting from the bank's ALM system Ensuring all reporting output is complete, accurate, and timely Designing and running the processes for production of the bank's risk reporting Supporting development of ETL code and processes upstream of the ALM system Building controls and checks on upstream data feeds and on ALM system outputs Investigating and resolving any errors within the reported figures Creating tools to perform calculations where reporting takes place outside of the system Developing tools to process system output prior to presentation to stakeholders Requirements

Behaviours & Competencies: You are a problem solver with the ability and motivation to investigate issues independently You are outcome-focused with an ability to see the problems through to resolution You're able to anticipate risks and issues early and act decisively to address them You're able to manage competing priorities, whilst keeping sight of the big picture and driving towards an end goal. You have good communication and documentation skills for both technical and non-technical audiences. You have good attention to detail. Skills & Experience: Graduate level education preferable, ideally in a numerical degree Experience using an ALM system to generate IRRBB risk metrics highly desirable Intuitive understanding of IRRBB and how these risks are generated within a retail bank Intuitive understanding of credit ratings, asset-backed structures and how underlying collateral performance (e.g., prepayment, default, and recovery dynamics) drives risk. Experience of data handling and manipulation within Excel, SQL, and ideally Python Experience in identifying and improving controls Experience in developing, and improving regular processes and tools. Familiarity with GitHub and databases is also desirable Benefits 25 days holiday (plus take your public holiday allowance whenever works best for you) An extra day's holiday for your birthday Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off 16 hours paid volunteering time a year Salary sacrifice, company enhanced pension scheme Life insurance at 4x your salary Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton Generous family-friendly policies Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks Access to initiatives like Cycle to Work and Salary Sacrificed Gym partnerships About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch anyway.

We're on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information. Read Less