ITSM Process Support Analyst

Job description

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 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.

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.