About this role
Salary: £45,000 - 73,000 per year
Requirements: Strong working knowledge of ITIL frameworks.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.Comfortable wearing multiple hats and balancing governance with delivery.Strong analytical and presentation skills.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(s) or governance forum for direction and approval.Maintain and update process documentation using agreed templates, and route changes to the appropriate process owner or 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.Perform initial quality checks on change records, coordinate scheduling and communications, and ensure the change is 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 on actions to closure.Monitor change outcomes and assist with post-implementation reviews.Ensure follow-up actions are logged and routed to the relevant teams or owners, and escalate overdue actions and risks as required.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, maintain the known error record and remediation action log, and escalate overdue actions and risks to the process owner.Produce basic trend reports using incident and problem data and share findings with the process owner or manager to support improvement discussions and prioritisation.Support the service readiness process by checking that 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 help confirm that 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, escalating complex queries where needed. Technologies: SupportITILITSMSecurity More:
We are offering an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT team in our Belfast office. The role sits within our Global Service Desk function and supports the administration and coordination of key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service. We work collaboratively with technical teams, service owners, vendors, and business stakeholders to help ensure services are introduced, changed, and operated in a controlled, low-risk, and value-driven manner. We offer culture and benefits information through our careers site, and we are an equal opportunities recruiter committed to providing recruitment adjustments where needed.
last updated 37 week of 2026