Senior ITSM Analyst

Salary: £45,000 - 73,000 per year

Requirements:

• 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.
• Strong analytical and presentation skills.
• Confident communicator with the ability to influence and challenge constructively.
• Highly organised with the ability to manage competing priorities across multiple processes and initiatives.
• Strong focus on operational excellence, risk management, and service quality.
• Excellent stakeholder engagement and communication skills.
• Strong focus on continuous improvement, optimisation, and delivering operational excellence.
• Degree qualified, preferred.
• ITIL v4 certification, preferred.

Responsibilities:

• Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information and insights.
• Identify trends, risks, exceptions, and decision points, and escalate them to the appropriate process owner or governance forum for direction and approval.
• Maintain and update process documentation, including policies, procedures, workflows, controls, RACI, and templates, using agreed templates and routing changes for review and approval.
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards, and regulatory requirements by completing routine evidence checks and escalating exceptions and non-compliance.
• Perform initial quality checks on change records, coordinate scheduling and communications, and ensure changes are routed to the appropriate authority for approval.
• Assist with CAB meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes and minutes, and follow up actions to closure.
• Monitor change outcomes and assist with post-implementation reviews.
• Support the problem lifecycle by keeping records up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams.
• Arrange and document root cause analysis sessions, maintain the known error record and remediation action log, and escalate overdue actions and risks.
• Produce basic trend reports using incident and problem data and share findings with the process owner or manager to support improvement discussions.
• Support the service readiness process by checking required artefacts are provided, 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 tooling and reports support the documented process steps.
• Support process adoption by using approved guidance materials, assisting with training and briefings, and responding to day-to-day queries on how to follow the process and use the toolset.

Technologies:

• Support
• ITIL
• ITSM
• Security

More:

We are an international firm with a global technology department focused on delivering stable, reliable, and secure platforms and services to our partners, staff, and clients across 30 countries. Our technology team is globally managed to ensure consistent and standardised IT service delivery across all offices, supported by around 400 technologists based predominantly in the UK, Singapore, and increasingly the US. This Senior ITSM Process Support Analyst role is based in our Belfast office and sits within our Global Service Desk and Technology Services function, where we support performant, available, and consistent technology services across all regions. We offer a collaborative working environment, support for reasonable adjustments during recruitment, and access to our culture and benefits information through our careers site.

last updated 33 week of 2026