Senior ITSM Analyst in London

We have an exciting opportunity for a Senior ITSM Process Support Analyst to join our IT Team, based in A&O Shearman's Belfast office. The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30 countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

What you will do:

• Reporting to the Global Service Desk Senior Manager, the Senior ITSM Process Support Analyst provides senior-level administration, coordination and reporting support for IT service management (ITSM) processes across the IT organisation.
• The role manages the administration of defined process activities end-to-end, maintains process documentation, controls and enables designated process owners and stakeholders to make decisions and drive outcomes.
• The role supports and influences process effectiveness but does not own the processes or hold final decision-making authority.
• As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service.
• This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards.
• Where exceptions are identified, the role escalates to the relevant process owner or governance forum for direction.

This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The Senior ITSM Process Support Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum.

Key Relationships:

• Manager: Global Service Desk Senior Manager
• Direct Reports: None
• Additional Colleagues: Global Service Desk Managers, Regional IT Managers, Global Technical Teams, Service Owners, IT Knowledge & Training Teams, IT Project Managers, Service Managers, Third party suppliers & vendors, Business support functions, including Finance Systems Group, HR, and Facilities.

What you will do:

• Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.
• Identify trends, risks, exceptions and decision points, and escalate them to the appropriate process owner(s) or governance forum for direction and approval.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates.
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks.
• Change Management: perform initial quality checks on change records, 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 and assist with post-implementation reviews (PIRs).
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking.
• Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided.
• Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries.

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.
• Personal: Comfortable wearing multiple hats and balancing governance with delivery.
• Strong analytical and presentation skills.
• Confident communicator with the ability to influence and challenge constructively.
• Highly organised, with the ability to manage competing priorities across multiple processes and initiatives.
• Degree qualified – preferred.
• ITIL v4 Certification - preferred.

What we can offer you: To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits A&O Shearman careers.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

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