Apto Solutions
Pembroke Road, Clifton, Bristol BS8 3BA, UK
Who this is for
An early-career engineering role inside Operate, our managed service. Security or observability background — either is welcome.
You have been working for eighteen months to three years in a hands-on technical role — a platform team, a SOC or security engineering team, an MSP or MSSP, an infrastructure or DevOps team, a vendor’s support or professional services desk — and you are looking for your first move. You have had your hands on something that runs in production and matters to somebody. You want to go deeper, faster, in a smaller business where the work you do is seen. This is not a graduate scheme and it is not a helpdesk. It is a real engineering seat with real customers, real supervision and a clear path up.
The Role
This is a hands-on engineering role inside Operate, our managed service. You will help run customer telemetry platforms day to day, improve them, and contribute to the platform that lets us run them well. You will do this as part of a small engineering pool, with a senior engineer checking your work before it reaches a customer and a line manager who is accountable for your development.
Operate has two shapes and you will work in both.
Operate Core is always-on. It is continuous ownership of a customer’s platform — health, ingestion, data quality, alerting, upgrades, capacity. There is no handover and no final deliverable. The platform is ours to keep healthy for as long as the customer is ours. Success is measured in the absence of surprises and in the platform being demonstrably better in six months than it is today.
Operate Attach is sprint-based improvement. A customer has a defined problem — noisy alerts, a data source that will not normalise, ingest costs running away, a detection gap, a migration — and we take a scoped block of work and fix it. Attach has a start, a shape and an end. It sits on top of Core, for the same customers, with the same engineers.
Alongside that you will take a share of professional services delivery: shorter, project-shaped engagements that are usually how a customer first meets us.
What You’ll do
Everything below is done with supervision at first and with increasing independence as you show you can carry it. We will be explicit with you about where that line is and how it moves.
Day-to-day health of customer platforms.
Ingestion pipelines, data quality, alerting, licensing and capacity, upgrades and patching. You will start by owning a slice of a named customer estate, and you will be expected to notice problems before the customer does.
Incident and problem work.
Triage, diagnosis and resolution — and then the harder part, which is the root cause and the permanent fix so it does not come back.
Content and configuration.
Detections, dashboards, parsers, normalisation, alert rules, pipeline routing — built properly, peer reviewed, version controlled, documented.
Attach sprints and PS work.
Taking a defined piece of a scoped improvement, delivering it, and being able to show what changed.
Automation.
If you do something manually three times, we expect you to want to automate the fourth. Most of our platform tooling started as an engineer being annoyed by something.
Documentation and runbooks.
Your own, to a standard, every time. Undocumented work is unfinished work.
What this role is NOT
Being clear about this matters as much as the role definition itself.
It is not a SOC analyst seat.
You are not sitting in a queue triaging alerts against someone else’s runbook. You help build and run the platform that the analysts depend on.
It is not a service desk or first-line support role.
You will talk to customers about technical matters, but the work is engineering, not ticket handling.
It is not a data science role.
We work with very large volumes of machine data, but the work is systems and operations engineering, not modelling or statistics. Python and dashboards are not the same thing as running a platform.
It is not a graduate scheme.
We paused our graduate hire to open this role instead, because we want someone who has already spent time in a production environment and knows what it feels like when something breaks at an awkward hour.
It is not a project role with a finish line.
Core has no end date. If what you enjoy is shipping a thing and walking away, you will find the continuous half of this job frustrating.
Who we are looking for
We are indifferent to whether your background is security or observability. Either one is a good starting point, and the interesting work at Apto sits where the two meet — the same telemetry usually has to serve both a security question and an operational one. What we need is depth in one and genuine curiosity about the other
Experience we’re looking for
Roughly eighteen months to three years in a hands-on technical role. We care much more about what you have actually done than about the number of months attached to it, and we know that at this stage most of what you have done was somebody else’s decision. That is fine. We are looking for the shape of it.
You have had your hands on a telemetry, SIEM, observability or monitoring platform that was running in production — not only in a course or a home lab. You have onboarded a data source, tuned an alert, applied an upgrade, or been the person who had to work out why the data stopped arriving.
You have carried something over time rather than only delivering a task and moving on — a set of alerts you looked after, a customer estate you knew well, an on-call rotation, a service that was yours to keep healthy.
You are comfortable in Linux, in at least one query language, and you have written scripts that did something useful. Python is what we mostly use; anything credible is a fine starting point.
You have automated or fixed something real and you can show it. A script, a repo, a before-and-after number, a description concrete enough for us to ask sensible questions about.
You can write. A clear runbook, a readable incident note, a straight message to a customer. This is a customer-facing role.
You have worked in at least one of our vendor families — Splunk, Cribl, Sentinel, Grafana, Datadog, Elastic, Prometheus, OpenTelemetry — or a close analogue. The specific product is negotiable. Real exposure is not.
If you meet most of this and not all of it, apply anyway and tell us which parts you do not have. We would rather read an honest gap than a padded CV.
The platform work – why this is interesting
Most managed service jobs are the same job with a different logo on the ticketing system. This one is not, because we are building our own platform underneath the service and you will work on it. We have replaced a vendor-licensed telemetry backend with an open-source stack we run ourselves. A base platform (secret ;-)) On top of that sits multi-vendor collection — the pattern that lets us onboard a Splunk, a Cribl or a Sentinel customer without rebuilding it from scratch each time. Beyond that, the vendors are all shipping AI and agentic layers — MCP servers, agentic investigation, cross-vendor gateways — and we already have that work live with a customer. You will get early, hands-on exposure to it while most of the industry is still writing slide decks about it.
07/09/2026
Full time
Who this is for
An early-career engineering role inside Operate, our managed service. Security or observability background — either is welcome.
You have been working for eighteen months to three years in a hands-on technical role — a platform team, a SOC or security engineering team, an MSP or MSSP, an infrastructure or DevOps team, a vendor’s support or professional services desk — and you are looking for your first move. You have had your hands on something that runs in production and matters to somebody. You want to go deeper, faster, in a smaller business where the work you do is seen. This is not a graduate scheme and it is not a helpdesk. It is a real engineering seat with real customers, real supervision and a clear path up.
The Role
This is a hands-on engineering role inside Operate, our managed service. You will help run customer telemetry platforms day to day, improve them, and contribute to the platform that lets us run them well. You will do this as part of a small engineering pool, with a senior engineer checking your work before it reaches a customer and a line manager who is accountable for your development.
Operate has two shapes and you will work in both.
Operate Core is always-on. It is continuous ownership of a customer’s platform — health, ingestion, data quality, alerting, upgrades, capacity. There is no handover and no final deliverable. The platform is ours to keep healthy for as long as the customer is ours. Success is measured in the absence of surprises and in the platform being demonstrably better in six months than it is today.
Operate Attach is sprint-based improvement. A customer has a defined problem — noisy alerts, a data source that will not normalise, ingest costs running away, a detection gap, a migration — and we take a scoped block of work and fix it. Attach has a start, a shape and an end. It sits on top of Core, for the same customers, with the same engineers.
Alongside that you will take a share of professional services delivery: shorter, project-shaped engagements that are usually how a customer first meets us.
What You’ll do
Everything below is done with supervision at first and with increasing independence as you show you can carry it. We will be explicit with you about where that line is and how it moves.
Day-to-day health of customer platforms.
Ingestion pipelines, data quality, alerting, licensing and capacity, upgrades and patching. You will start by owning a slice of a named customer estate, and you will be expected to notice problems before the customer does.
Incident and problem work.
Triage, diagnosis and resolution — and then the harder part, which is the root cause and the permanent fix so it does not come back.
Content and configuration.
Detections, dashboards, parsers, normalisation, alert rules, pipeline routing — built properly, peer reviewed, version controlled, documented.
Attach sprints and PS work.
Taking a defined piece of a scoped improvement, delivering it, and being able to show what changed.
Automation.
If you do something manually three times, we expect you to want to automate the fourth. Most of our platform tooling started as an engineer being annoyed by something.
Documentation and runbooks.
Your own, to a standard, every time. Undocumented work is unfinished work.
What this role is NOT
Being clear about this matters as much as the role definition itself.
It is not a SOC analyst seat.
You are not sitting in a queue triaging alerts against someone else’s runbook. You help build and run the platform that the analysts depend on.
It is not a service desk or first-line support role.
You will talk to customers about technical matters, but the work is engineering, not ticket handling.
It is not a data science role.
We work with very large volumes of machine data, but the work is systems and operations engineering, not modelling or statistics. Python and dashboards are not the same thing as running a platform.
It is not a graduate scheme.
We paused our graduate hire to open this role instead, because we want someone who has already spent time in a production environment and knows what it feels like when something breaks at an awkward hour.
It is not a project role with a finish line.
Core has no end date. If what you enjoy is shipping a thing and walking away, you will find the continuous half of this job frustrating.
Who we are looking for
We are indifferent to whether your background is security or observability. Either one is a good starting point, and the interesting work at Apto sits where the two meet — the same telemetry usually has to serve both a security question and an operational one. What we need is depth in one and genuine curiosity about the other
Experience we’re looking for
Roughly eighteen months to three years in a hands-on technical role. We care much more about what you have actually done than about the number of months attached to it, and we know that at this stage most of what you have done was somebody else’s decision. That is fine. We are looking for the shape of it.
You have had your hands on a telemetry, SIEM, observability or monitoring platform that was running in production — not only in a course or a home lab. You have onboarded a data source, tuned an alert, applied an upgrade, or been the person who had to work out why the data stopped arriving.
You have carried something over time rather than only delivering a task and moving on — a set of alerts you looked after, a customer estate you knew well, an on-call rotation, a service that was yours to keep healthy.
You are comfortable in Linux, in at least one query language, and you have written scripts that did something useful. Python is what we mostly use; anything credible is a fine starting point.
You have automated or fixed something real and you can show it. A script, a repo, a before-and-after number, a description concrete enough for us to ask sensible questions about.
You can write. A clear runbook, a readable incident note, a straight message to a customer. This is a customer-facing role.
You have worked in at least one of our vendor families — Splunk, Cribl, Sentinel, Grafana, Datadog, Elastic, Prometheus, OpenTelemetry — or a close analogue. The specific product is negotiable. Real exposure is not.
If you meet most of this and not all of it, apply anyway and tell us which parts you do not have. We would rather read an honest gap than a padded CV.
The platform work – why this is interesting
Most managed service jobs are the same job with a different logo on the ticketing system. This one is not, because we are building our own platform underneath the service and you will work on it. We have replaced a vendor-licensed telemetry backend with an open-source stack we run ourselves. A base platform (secret ;-)) On top of that sits multi-vendor collection — the pattern that lets us onboard a Splunk, a Cribl or a Sentinel customer without rebuilding it from scratch each time. Beyond that, the vendors are all shipping AI and agentic layers — MCP servers, agentic investigation, cross-vendor gateways — and we already have that work live with a customer. You will get early, hands-on exposure to it while most of the industry is still writing slide decks about it.
We are seeking a proactive and customer-focused Assistant IT Support Analyst to join our growing IT team. This position is ideal for someone who has already gained around 6 months+ IT support or service desk environment and is looking to further develop their technical skills through a recognised apprenticeship programme. As part of our IT Service Desk team, you will provide first-line technical support to users across the organisation, helping to troubleshoot and resolve hardware, software, and account-related issues. You will work closely with experienced IT professionals, gaining exposure to a wide range of technologies while building a solid foundation for a long-term career in IT. Key Responsibilities Act as the first point of contact for IT support requests via phone, email, and service desk systems. Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels. Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals. Assist with user account administration, password resets, and access management. Support new starter, leaver, and device deployment processes. Escalate complex technical issues to 2nd and 3rd line support teams when appropriate. Maintain accurate records and documentation within the IT Service Management system. Assist with hardware builds, software installations, and routine maintenance activities. Contribute to continuous improvement initiatives and knowledge base development. Follow IT security policies and best practices when handling user requests. About You We're looking for someone who is passionate about technology, enjoys solving problems, and takes pride in delivering excellent customer service. Essential Skills and Experience 6 months to 1 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role. Basic troubleshooting experience across Windows operating systems and desktop applications. Familiarity with Microsoft 365 products including Outlook, Teams, Word, and Excel. Understanding of service desk ticketing systems and incident management processes. Strong communication and customer service skills. Ability to manage and prioritise multiple tasks effectively. A positive, professional, and collaborative approach to work. Desirable Skills Experience with Active Directory user administration. Knowledge of device management tools such as Microsoft Intune. Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity. Experience supporting laptops, desktops, mobile devices, and printers. Awareness of ITIL principles or service management frameworks. Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals).
22/09/2026
Full time
We are seeking a proactive and customer-focused Assistant IT Support Analyst to join our growing IT team. This position is ideal for someone who has already gained around 6 months+ IT support or service desk environment and is looking to further develop their technical skills through a recognised apprenticeship programme. As part of our IT Service Desk team, you will provide first-line technical support to users across the organisation, helping to troubleshoot and resolve hardware, software, and account-related issues. You will work closely with experienced IT professionals, gaining exposure to a wide range of technologies while building a solid foundation for a long-term career in IT. Key Responsibilities Act as the first point of contact for IT support requests via phone, email, and service desk systems. Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels. Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals. Assist with user account administration, password resets, and access management. Support new starter, leaver, and device deployment processes. Escalate complex technical issues to 2nd and 3rd line support teams when appropriate. Maintain accurate records and documentation within the IT Service Management system. Assist with hardware builds, software installations, and routine maintenance activities. Contribute to continuous improvement initiatives and knowledge base development. Follow IT security policies and best practices when handling user requests. About You We're looking for someone who is passionate about technology, enjoys solving problems, and takes pride in delivering excellent customer service. Essential Skills and Experience 6 months to 1 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role. Basic troubleshooting experience across Windows operating systems and desktop applications. Familiarity with Microsoft 365 products including Outlook, Teams, Word, and Excel. Understanding of service desk ticketing systems and incident management processes. Strong communication and customer service skills. Ability to manage and prioritise multiple tasks effectively. A positive, professional, and collaborative approach to work. Desirable Skills Experience with Active Directory user administration. Knowledge of device management tools such as Microsoft Intune. Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity. Experience supporting laptops, desktops, mobile devices, and printers. Awareness of ITIL principles or service management frameworks. Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals).
Service Desk Analyst - Bristol This is an exciting opportunity to work for a high-profile North Bristol based company who are looking to expand their Service Desk team which provides first class support to employees based across two offices. This is a busy and varied role providing technical support on a variety of systems, answering support queries either onsite or via phone or email. In order to be considered for this Service Desk Analyst role we are looking for most of the following experience: Previous experience of working on an IT Service Desk / Helpdesk in a 1st Line or 2nd Line role Experience of logging calls through a call logging system Active Directory, MS 365 Administration, Windows OS support Hardware knowledge, laptops, desktops, monitors etc. Basic Networking - DNS/DHCP, VPN issues, IP configuration Excellent customer service skills The Service Desk Analyst will be working on-site five days a week based in North Bristol with excellent transport links. This role is covering a shift pattern between the hours of 7.30am and 5pm. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
22/09/2026
Full time
Service Desk Analyst - Bristol This is an exciting opportunity to work for a high-profile North Bristol based company who are looking to expand their Service Desk team which provides first class support to employees based across two offices. This is a busy and varied role providing technical support on a variety of systems, answering support queries either onsite or via phone or email. In order to be considered for this Service Desk Analyst role we are looking for most of the following experience: Previous experience of working on an IT Service Desk / Helpdesk in a 1st Line or 2nd Line role Experience of logging calls through a call logging system Active Directory, MS 365 Administration, Windows OS support Hardware knowledge, laptops, desktops, monitors etc. Basic Networking - DNS/DHCP, VPN issues, IP configuration Excellent customer service skills The Service Desk Analyst will be working on-site five days a week based in North Bristol with excellent transport links. This role is covering a shift pattern between the hours of 7.30am and 5pm. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. Our client, a leading organisation in the retail sector, is seeking a talented Systems Analyst to join their dynamic team at the Head Office. This temporary position is set for a duration of 9 months and offers an exciting opportunity to work in a fast-paced environment while supporting critical technology systems that enhance the experience for both customers and colleagues. Role: Senior Systems Analyst Duration: 9 Months Location: Welwyn Garden City (on site) Rate: 450 pd Umbrella Key Responsibilities: As a Systems Analyst, you will play a pivotal role in ensuring the seamless operation of technology platforms. Your responsibilities will include: Investigating and diagnosing reported technology issues. Collaborating with product, engineering, and infrastructure teams to resolve incidents. Identifying patterns and trends related to incidents and escalating them as necessary. Retaining ownership of issues while keeping stakeholders informed of progress. Publishing knowledge base articles for newly identified issues. Engaging with third-party vendors for event support. Providing meeting room support and collaborating with the Events team for executive events. Occasionally offering out-of-hours support for planned activities. What Our Client Requires: To thrive in this role, candidates should possess a blend of technical expertise and excellent communication skills. The ideal candidate will have: Good knowledge of ITIL processes, particularly Incident and Problem Management. Experience with ITSM tools such as ZenDesk or Service Now. Proficient knowledge of Windows 11, Office 365 Suite, iOS, Android, and various peripherals. Familiarity with meeting room technologies (e.g., Cisco TP, MTR). Strong network troubleshooting skills. A background in call handling within an IT Service Desk environment. Experience troubleshooting Windows desktop issues and applications. Skills & Experience: ITIL certification is a plus. Solid understanding of IT Asset Management and the IT Asset Lifecycle. Previous experience in a 24/7 shift environment is advantageous. Exceptional customer focus with a knack for root cause analysis. Work Environment: This role requires on-site presence 5 days a week, allowing for collaborative engagement with key teams, including Service Desk, Executive Support, and Service Operations. The successful candidate will enjoy the opportunity to work closely with a large stakeholder group, making a tangible impact on the organisation's technology support landscape. Why Consider This Opportunity? Work in a vibrant and supportive team environment. Engage in challenging and rewarding projects that directly influence the organisation's operations. Gain valuable experience in a prominent retail organisation while enhancing your technical skills. If you are a proactive and enthusiastic Systems Analyst eager to take on new challenges within a leading retail organisation, this is the opportunity for you ! Apply now Please answer screening questions. Candidates will ideally show evidence of the above in their CV in order to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities' employer. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
22/09/2026
Contractor
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. Our client, a leading organisation in the retail sector, is seeking a talented Systems Analyst to join their dynamic team at the Head Office. This temporary position is set for a duration of 9 months and offers an exciting opportunity to work in a fast-paced environment while supporting critical technology systems that enhance the experience for both customers and colleagues. Role: Senior Systems Analyst Duration: 9 Months Location: Welwyn Garden City (on site) Rate: 450 pd Umbrella Key Responsibilities: As a Systems Analyst, you will play a pivotal role in ensuring the seamless operation of technology platforms. Your responsibilities will include: Investigating and diagnosing reported technology issues. Collaborating with product, engineering, and infrastructure teams to resolve incidents. Identifying patterns and trends related to incidents and escalating them as necessary. Retaining ownership of issues while keeping stakeholders informed of progress. Publishing knowledge base articles for newly identified issues. Engaging with third-party vendors for event support. Providing meeting room support and collaborating with the Events team for executive events. Occasionally offering out-of-hours support for planned activities. What Our Client Requires: To thrive in this role, candidates should possess a blend of technical expertise and excellent communication skills. The ideal candidate will have: Good knowledge of ITIL processes, particularly Incident and Problem Management. Experience with ITSM tools such as ZenDesk or Service Now. Proficient knowledge of Windows 11, Office 365 Suite, iOS, Android, and various peripherals. Familiarity with meeting room technologies (e.g., Cisco TP, MTR). Strong network troubleshooting skills. A background in call handling within an IT Service Desk environment. Experience troubleshooting Windows desktop issues and applications. Skills & Experience: ITIL certification is a plus. Solid understanding of IT Asset Management and the IT Asset Lifecycle. Previous experience in a 24/7 shift environment is advantageous. Exceptional customer focus with a knack for root cause analysis. Work Environment: This role requires on-site presence 5 days a week, allowing for collaborative engagement with key teams, including Service Desk, Executive Support, and Service Operations. The successful candidate will enjoy the opportunity to work closely with a large stakeholder group, making a tangible impact on the organisation's technology support landscape. Why Consider This Opportunity? Work in a vibrant and supportive team environment. Engage in challenging and rewarding projects that directly influence the organisation's operations. Gain valuable experience in a prominent retail organisation while enhancing your technical skills. If you are a proactive and enthusiastic Systems Analyst eager to take on new challenges within a leading retail organisation, this is the opportunity for you ! Apply now Please answer screening questions. Candidates will ideally show evidence of the above in their CV in order to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities' employer. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
1st Line IT Support Engineer / Service Desk Analyst Salary: £30k + excellent benefits Caerphilly area Initially office-based, moving to hybrid working. A growing Managed Services Provider is looking for a customer-focused 1st Line IT Support Engineer / Service Desk Analyst to join its services team in Basingstoke. This opportunity would suit someone with experience as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer or IT Support Technician who enjoys solving problems and supporting users in a fast-paced environment. You ll provide front-line end-user computing support to a varied customer base across the public and private sectors, taking ownership of incidents and service requests while delivering a professional and reassuring customer experience. The role offers excellent scope to broaden your technical knowledge and progress into 2nd and 3rd line support, with exposure to a wide range of customer environments and technologies. The position will initially be office-based 5 days per week, with hybrid working available once established in the role. Key Responsibilities: Provide 1st line technical support via phone, email and remote support tools Log, prioritise, manage and resolve incidents and service requests in line with SLAs Troubleshoot Windows desktop, laptop, software and peripheral issues Support Microsoft Office, Outlook and Microsoft 365 applications Carry out basic user account and access administration Escalate more complex incidents while maintaining ownership and customer communication Maintain accurate ticket updates, technical documentation and knowledge articles Work collaboratively with 2nd and 3rd line engineers and other technical teams Work flexible start and finish times between 8am and 6pm as part of the service desk rota Skills & Experience Required: Previous experience in an IT service desk, helpdesk or end-user support role ideally around 2 3 years Strong customer communication skills, with the confidence to support users at all levels Good troubleshooting and problem-solving ability Experience supporting Windows desktop and laptop operating systems Experience supporting Microsoft Office applications and Outlook Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment Positive, proactive approach and a genuine interest in developing across new technologies Eligibility to obtain the required security clearance Desirable Experience: Microsoft 365 support Active Directory or Microsoft Entra ID user administration Exposure to Microsoft Azure, Intune or endpoint management Experience using ITSM or ticketing systems Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies Previous MSP or managed services experience This role would suit an experienced 1st Line Support Engineer or Service Desk Analyst looking for a busy and varied position offering strong technical exposure, structured development and genuine opportunities for career progression within a growing managed services environment. Smartsearch take your privacy seriously and will only use your personal information to administer your application. To effectively process your application, we may share your details with the company for whom we are collecting job applications and Smartsearch or the company may contact you by email, telephone or SMS. A copy of our privacy policy will be emailed to you upon receipt of your application. f your application.
22/09/2026
Full time
1st Line IT Support Engineer / Service Desk Analyst Salary: £30k + excellent benefits Caerphilly area Initially office-based, moving to hybrid working. A growing Managed Services Provider is looking for a customer-focused 1st Line IT Support Engineer / Service Desk Analyst to join its services team in Basingstoke. This opportunity would suit someone with experience as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer or IT Support Technician who enjoys solving problems and supporting users in a fast-paced environment. You ll provide front-line end-user computing support to a varied customer base across the public and private sectors, taking ownership of incidents and service requests while delivering a professional and reassuring customer experience. The role offers excellent scope to broaden your technical knowledge and progress into 2nd and 3rd line support, with exposure to a wide range of customer environments and technologies. The position will initially be office-based 5 days per week, with hybrid working available once established in the role. Key Responsibilities: Provide 1st line technical support via phone, email and remote support tools Log, prioritise, manage and resolve incidents and service requests in line with SLAs Troubleshoot Windows desktop, laptop, software and peripheral issues Support Microsoft Office, Outlook and Microsoft 365 applications Carry out basic user account and access administration Escalate more complex incidents while maintaining ownership and customer communication Maintain accurate ticket updates, technical documentation and knowledge articles Work collaboratively with 2nd and 3rd line engineers and other technical teams Work flexible start and finish times between 8am and 6pm as part of the service desk rota Skills & Experience Required: Previous experience in an IT service desk, helpdesk or end-user support role ideally around 2 3 years Strong customer communication skills, with the confidence to support users at all levels Good troubleshooting and problem-solving ability Experience supporting Windows desktop and laptop operating systems Experience supporting Microsoft Office applications and Outlook Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment Positive, proactive approach and a genuine interest in developing across new technologies Eligibility to obtain the required security clearance Desirable Experience: Microsoft 365 support Active Directory or Microsoft Entra ID user administration Exposure to Microsoft Azure, Intune or endpoint management Experience using ITSM or ticketing systems Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies Previous MSP or managed services experience This role would suit an experienced 1st Line Support Engineer or Service Desk Analyst looking for a busy and varied position offering strong technical exposure, structured development and genuine opportunities for career progression within a growing managed services environment. Smartsearch take your privacy seriously and will only use your personal information to administer your application. To effectively process your application, we may share your details with the company for whom we are collecting job applications and Smartsearch or the company may contact you by email, telephone or SMS. A copy of our privacy policy will be emailed to you upon receipt of your application. f your application.
Pure Resourcing Solutions Limited
Chelmsford, Essex
A well-established organisation is seeking an IT Support Analyst to join its team based in central Chelmsford. You'll play a key role in supporting users, maintaining day-to-day IT operations, and ensuring business systems and technology services run smoothly across the organisation. This is a fully onsite position with free onsite parking provided. Key Responsibilities Provide first-line support for business systems, databases and core applications. Act as the onsite point of contact for IT issues, working alongside an outsourced IT support provider. Troubleshoot hardware, software and application issues, ensuring timely resolution or escalation where required. Deliver user training, IT inductions and practical guidance to staff on systems and technology. Support the setup, maintenance and troubleshooting of end-user devices, peripherals and IT equipment. Maintain accurate records of IT assets, support issues and system updates. Experience Required Previous experience in an IT support or service desk environment. Strong troubleshooting skills across software, systems and end-user technology. Experience supporting business applications, databases or CRM systems. Good knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint. Strong communication skills with the ability to explain technical issues to non-technical users. Well organised, customer-focused and able to manage multiple priorities effectively. Full UK driving licence and access to a vehicle for occasional travel between sites. Benefits 35-hour working week. 30 days annual leave + bank holidays. Non-contributory pension scheme with an 11% employer contribution. Life assurance cover of 3x annual salary. Free onsite parking. Apply Now!
22/09/2026
Full time
A well-established organisation is seeking an IT Support Analyst to join its team based in central Chelmsford. You'll play a key role in supporting users, maintaining day-to-day IT operations, and ensuring business systems and technology services run smoothly across the organisation. This is a fully onsite position with free onsite parking provided. Key Responsibilities Provide first-line support for business systems, databases and core applications. Act as the onsite point of contact for IT issues, working alongside an outsourced IT support provider. Troubleshoot hardware, software and application issues, ensuring timely resolution or escalation where required. Deliver user training, IT inductions and practical guidance to staff on systems and technology. Support the setup, maintenance and troubleshooting of end-user devices, peripherals and IT equipment. Maintain accurate records of IT assets, support issues and system updates. Experience Required Previous experience in an IT support or service desk environment. Strong troubleshooting skills across software, systems and end-user technology. Experience supporting business applications, databases or CRM systems. Good knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint. Strong communication skills with the ability to explain technical issues to non-technical users. Well organised, customer-focused and able to manage multiple priorities effectively. Full UK driving licence and access to a vehicle for occasional travel between sites. Benefits 35-hour working week. 30 days annual leave + bank holidays. Non-contributory pension scheme with an 11% employer contribution. Life assurance cover of 3x annual salary. Free onsite parking. Apply Now!
If you're in IT support and want to be part of a team that's being built from the ground up rather than simply inheriting old processes, this role is worth a look. This is an IT Support Analyst position with a well-established UK transport and logistics business that's investing heavily in its internal IT function following a recent acquisition. 1st/2nd Line Support Technician Birmingham 28,000- 32,000 Fully onsite (5 days a week) Good IT support isn't just about fixing problems. It's about making sure nearly a thousand people can do their jobs without technology getting in the way. The business is one of the UK's largest rail freight operators, Following a recent acquisition, they're investing in a stronger internal IT function and building a team that can support the next stage of the business. This is an opportunity to join that team from the beginning. You'll be supporting colleagues across multiple locations, solving day-to-day technical issues, maintaining core IT systems and helping create a more responsive, reliable service for the business. If you enjoy variety, taking ownership of problems and making life easier for end users, you'll find plenty to get involved in. What you'll be doing You'll be the first point of contact for IT support, providing first and second line support across a broad range of technologies and users. Your work will include: Resolving IT incidents and service requests from end users. Installing, configuring and supporting Windows devices, Microsoft 365 and business applications. Supporting Active Directory administration. Maintaining desktops, laptops, mobile devices and associated hardware. Carrying out daily system health checks and monitoring backups. Escalating more complex issues where appropriate and seeing them through to resolution. Maintaining technical documentation. Supporting IT projects as the team continues to grow. Visiting other company sites when required. Taking part in a one week in four on-call rota, with a fixed additional payment. What you'll need We're looking for someone who enjoys solving problems and takes pride in delivering a great service. You'll ideally have experience with: Windows desktop operating systems. Microsoft 365 installation and configuration. Active Directory. PC hardware support. Basic networking concepts. Mobile device support. Providing excellent customer service in a busy support environment. Just as important is your approach. You'll be someone who stays calm under pressure, communicates clearly, takes ownership of issues and enjoys helping people. Salary & Benefits 25 days' holiday plus bank holidays. Company pension and life assurance. Paid on-call allowance (1 week in 4). Employee discounts and Cycle to Work scheme. Ongoing training and career development. Employee Assistance Programme and wellbeing support. Apply now or contact Ruby Calver at Spectrum IT Recruitment to find out more. Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
22/09/2026
Full time
If you're in IT support and want to be part of a team that's being built from the ground up rather than simply inheriting old processes, this role is worth a look. This is an IT Support Analyst position with a well-established UK transport and logistics business that's investing heavily in its internal IT function following a recent acquisition. 1st/2nd Line Support Technician Birmingham 28,000- 32,000 Fully onsite (5 days a week) Good IT support isn't just about fixing problems. It's about making sure nearly a thousand people can do their jobs without technology getting in the way. The business is one of the UK's largest rail freight operators, Following a recent acquisition, they're investing in a stronger internal IT function and building a team that can support the next stage of the business. This is an opportunity to join that team from the beginning. You'll be supporting colleagues across multiple locations, solving day-to-day technical issues, maintaining core IT systems and helping create a more responsive, reliable service for the business. If you enjoy variety, taking ownership of problems and making life easier for end users, you'll find plenty to get involved in. What you'll be doing You'll be the first point of contact for IT support, providing first and second line support across a broad range of technologies and users. Your work will include: Resolving IT incidents and service requests from end users. Installing, configuring and supporting Windows devices, Microsoft 365 and business applications. Supporting Active Directory administration. Maintaining desktops, laptops, mobile devices and associated hardware. Carrying out daily system health checks and monitoring backups. Escalating more complex issues where appropriate and seeing them through to resolution. Maintaining technical documentation. Supporting IT projects as the team continues to grow. Visiting other company sites when required. Taking part in a one week in four on-call rota, with a fixed additional payment. What you'll need We're looking for someone who enjoys solving problems and takes pride in delivering a great service. You'll ideally have experience with: Windows desktop operating systems. Microsoft 365 installation and configuration. Active Directory. PC hardware support. Basic networking concepts. Mobile device support. Providing excellent customer service in a busy support environment. Just as important is your approach. You'll be someone who stays calm under pressure, communicates clearly, takes ownership of issues and enjoys helping people. Salary & Benefits 25 days' holiday plus bank holidays. Company pension and life assurance. Paid on-call allowance (1 week in 4). Employee discounts and Cycle to Work scheme. Ongoing training and career development. Employee Assistance Programme and wellbeing support. Apply now or contact Ruby Calver at Spectrum IT Recruitment to find out more. Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
Marston Holdings' continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real-time data with cleantech technologies. About the role Are you an experienced Service Desk professional who thrives in a fast-paced environment? Do you enjoy solving complex technical challenges while supporting and developing others? If you're passionate about delivering exceptional customer service and want to make a real impact, we'd love to hear from you. We're looking for a Senior Service Desk Analyst to join our growing Technology team. This is more than a support role. it's an opportunity to become a trusted technical leader, mentor your colleagues, influence service improvements, and play a key role in delivering outstanding support to our customers. What You'll Be Doing As our Senior Service Desk Analyst , you'll be at the heart of our Service Desk, ensuring incidents and service requests are managed efficiently, professionally, and in line with agreed Service Level Agreements (SLAs). Act as the go to escalation point for complex technical issues. Lead by example, coaching and supporting first and second line analysts. Help coordinate the daily operation of the Service Desk, ensuring workloads are balanced and priorities are met. Drive excellent customer experiences through clear communication and proactive service delivery. Support Major Incident Management, Root Cause Analysis, and continuous service improvement initiatives. Work closely with technical teams and stakeholders to deliver effective solutions. Produce meaningful KPI reports and identify opportunities to improve performance. Contribute to developing Standard Operating Procedures (SOPs) and delivering training for new technologies and processes. Champion ITIL best practices and help shape the future of our IT Service Management processes. What We're Looking For You'll be someone who enjoys taking ownership, supporting others, and finding solutions to challenging technical issues. An ITIL qualification. At least two years' experience within an IT Service Desk or Technical Support environment. Experience supporting users in large scale software environments. Strong knowledge of Incident and Service Request Management. Excellent communication and stakeholder management skills. Experience working to SLAs and KPIs. The confidence to mentor colleagues and act as an escalation point. The nice to have's Knowledge of cloud technologies and services. Experience with remote deployments. Power BI knowledge. Understanding of CCTV systems. Experience within the traffic or parking technology sector. What you will get in return: 25 annual leave days plus bank holidays. Holiday purchase scheme - buy up to 5 additional days each year. Enhanced Maternity and Paternity Package NB subject to eligibility criteria. Health Cash Back Plan. Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing. Cycle to work and Green Car schemes. Pension Scheme. If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
22/09/2026
Full time
Marston Holdings' continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real-time data with cleantech technologies. About the role Are you an experienced Service Desk professional who thrives in a fast-paced environment? Do you enjoy solving complex technical challenges while supporting and developing others? If you're passionate about delivering exceptional customer service and want to make a real impact, we'd love to hear from you. We're looking for a Senior Service Desk Analyst to join our growing Technology team. This is more than a support role. it's an opportunity to become a trusted technical leader, mentor your colleagues, influence service improvements, and play a key role in delivering outstanding support to our customers. What You'll Be Doing As our Senior Service Desk Analyst , you'll be at the heart of our Service Desk, ensuring incidents and service requests are managed efficiently, professionally, and in line with agreed Service Level Agreements (SLAs). Act as the go to escalation point for complex technical issues. Lead by example, coaching and supporting first and second line analysts. Help coordinate the daily operation of the Service Desk, ensuring workloads are balanced and priorities are met. Drive excellent customer experiences through clear communication and proactive service delivery. Support Major Incident Management, Root Cause Analysis, and continuous service improvement initiatives. Work closely with technical teams and stakeholders to deliver effective solutions. Produce meaningful KPI reports and identify opportunities to improve performance. Contribute to developing Standard Operating Procedures (SOPs) and delivering training for new technologies and processes. Champion ITIL best practices and help shape the future of our IT Service Management processes. What We're Looking For You'll be someone who enjoys taking ownership, supporting others, and finding solutions to challenging technical issues. An ITIL qualification. At least two years' experience within an IT Service Desk or Technical Support environment. Experience supporting users in large scale software environments. Strong knowledge of Incident and Service Request Management. Excellent communication and stakeholder management skills. Experience working to SLAs and KPIs. The confidence to mentor colleagues and act as an escalation point. The nice to have's Knowledge of cloud technologies and services. Experience with remote deployments. Power BI knowledge. Understanding of CCTV systems. Experience within the traffic or parking technology sector. What you will get in return: 25 annual leave days plus bank holidays. Holiday purchase scheme - buy up to 5 additional days each year. Enhanced Maternity and Paternity Package NB subject to eligibility criteria. Health Cash Back Plan. Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing. Cycle to work and Green Car schemes. Pension Scheme. If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Contract type: Permanent Location: London or Newcastle Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum 2 days a week. Main purpose of the job: The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money. This role provides application support for business-critical audit systems, helping to keep services reliable, secure and effective for auditors. The postholder will support day-to-day operations, controlled system change and service improvement. The role helps ensure audit technology supports audit delivery while meeting NAO security, privacy and governance requirements. As an Application Support Analyst, you will support specialist audit applications used by around 700 financial audit users. These are core business systems, not standard helpdesk tools, and the role is focused on maintaining reliable, secure services, supporting controlled change and improving how the applications are supported and used. You will work with NAO colleagues and third-party suppliers to resolve issues, support releases and upgrades, maintain clear documentation and identify improvements from service data, user feedback and recurring incidents. Key responsibilities: • Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation. • Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers. • Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence. • Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements. • Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates. • Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks. • Coordinate supplier support tickets, provide clear evidence, monitor service performance and escalate recurring issues or risks as needed. • Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery. • Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes. • Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready. • Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues. Skills and Experience Essential skills • Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution. • Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management. • Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds. • Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management. • Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes. • Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement. • Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making. • Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence. • Familiarity with ITIL principles or equivalent service management practices Desirable skills • Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support. • Familiarity with SharePoint, Azure DevOps and SQL. • Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement. • Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future. Abilities • Delivers high-quality customer service and a positive user experience. • Communicates clearly and effectively with users and stakeholders. • Able to work at pace, prioritise effectively, and manage multiple issues or tasks. • Works confidently with third-party suppliers, escalating issues appropriately. • Collaborates effectively with colleagues across different teams and seniority levels. • Applies logical, solutions-focused thinking to resolve problems. Out of Hours and Peak Period Working During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota. In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential. Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy. To apply candidates should provide: -An up-to-date CV -A covering letter of no more than 2 pages clearly demonstrating how you meet the essential criteria and providing relevant examples from your experience The closing date for applications is 23:59 on Monday 28th September Please note that we reserve the right to close this vacancy early if a high volume of applications is received. Selection process Shortlisted candidates will be invited to attend an initial Teams interview during WC 12th of October, followed by panel interview during WC 19th October or 26 October. Nationality Requirements: -UK nationals -nationals of Commonwealth countries who have the right to work in the UK -nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS) Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility. Equal opportunities and diversity Disability and Reasonable Adjustments: Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this when submitting their application. Under this scheme we guarantee an interview to an applicant with a disability who meets the minimum requirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process (HR Service Desk (). We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminate on the basis of any protected characteristic as defined by the Equality Act 2010.
22/09/2026
Full time
Contract type: Permanent Location: London or Newcastle Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum 2 days a week. Main purpose of the job: The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money. This role provides application support for business-critical audit systems, helping to keep services reliable, secure and effective for auditors. The postholder will support day-to-day operations, controlled system change and service improvement. The role helps ensure audit technology supports audit delivery while meeting NAO security, privacy and governance requirements. As an Application Support Analyst, you will support specialist audit applications used by around 700 financial audit users. These are core business systems, not standard helpdesk tools, and the role is focused on maintaining reliable, secure services, supporting controlled change and improving how the applications are supported and used. You will work with NAO colleagues and third-party suppliers to resolve issues, support releases and upgrades, maintain clear documentation and identify improvements from service data, user feedback and recurring incidents. Key responsibilities: • Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation. • Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers. • Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence. • Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements. • Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates. • Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks. • Coordinate supplier support tickets, provide clear evidence, monitor service performance and escalate recurring issues or risks as needed. • Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery. • Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes. • Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready. • Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues. Skills and Experience Essential skills • Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution. • Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management. • Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds. • Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management. • Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes. • Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement. • Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making. • Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence. • Familiarity with ITIL principles or equivalent service management practices Desirable skills • Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support. • Familiarity with SharePoint, Azure DevOps and SQL. • Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement. • Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future. Abilities • Delivers high-quality customer service and a positive user experience. • Communicates clearly and effectively with users and stakeholders. • Able to work at pace, prioritise effectively, and manage multiple issues or tasks. • Works confidently with third-party suppliers, escalating issues appropriately. • Collaborates effectively with colleagues across different teams and seniority levels. • Applies logical, solutions-focused thinking to resolve problems. Out of Hours and Peak Period Working During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota. In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential. Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy. To apply candidates should provide: -An up-to-date CV -A covering letter of no more than 2 pages clearly demonstrating how you meet the essential criteria and providing relevant examples from your experience The closing date for applications is 23:59 on Monday 28th September Please note that we reserve the right to close this vacancy early if a high volume of applications is received. Selection process Shortlisted candidates will be invited to attend an initial Teams interview during WC 12th of October, followed by panel interview during WC 19th October or 26 October. Nationality Requirements: -UK nationals -nationals of Commonwealth countries who have the right to work in the UK -nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS) Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility. Equal opportunities and diversity Disability and Reasonable Adjustments: Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this when submitting their application. Under this scheme we guarantee an interview to an applicant with a disability who meets the minimum requirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process (HR Service Desk (). We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminate on the basis of any protected characteristic as defined by the Equality Act 2010.
Marston Holdings' continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real time data with cleantech technologies. About the role Our Service Desk team keeps VidAlert's services running smoothly and our customers supported. As a Service Desk Analyst, you'll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It's a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact. Join us and play a key role in keeping our service moving. This role operates a rotational shift work pattern inc weekends Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays. Enjoy a mix of office-based Monday-Friday and weekend home working. What you will be doing: As the first point of contact for customer support, you'll be crucial in resolving technical issues: Troubleshooting alerts from our monitoring systems. Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation. Handling inbound incidents via phone, email, and our service desk portal. Proactively checking client systems for performance, minimising downtime. Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary. What we are looking for: Previous Service Desk experience / working with a ticketing system. Understanding of Service Level Agreements. Communication Skills: Excellent written and verbal communication. Tech Expertise: Previous experience in a technology-led support role. Hands-On Skills: Knowledge of CCTV and hardware assembly. SQL Knowledge: Familiarity with databases and query language. Self-Starter: Ability to manage and prioritize tasks independently. Problem Solver: Proactive approach to incident investigation and resolution. What you will get in return: Salary £25,500 Career Development inc LinkedIn Learning Healthcare cash plan Discounts on retail, travel, and social activities Cycle-to-work scheme Enhanced Maternity & Paternity Package (subject to eligibility) If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
22/09/2026
Full time
Marston Holdings' continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real time data with cleantech technologies. About the role Our Service Desk team keeps VidAlert's services running smoothly and our customers supported. As a Service Desk Analyst, you'll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It's a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact. Join us and play a key role in keeping our service moving. This role operates a rotational shift work pattern inc weekends Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays. Enjoy a mix of office-based Monday-Friday and weekend home working. What you will be doing: As the first point of contact for customer support, you'll be crucial in resolving technical issues: Troubleshooting alerts from our monitoring systems. Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation. Handling inbound incidents via phone, email, and our service desk portal. Proactively checking client systems for performance, minimising downtime. Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary. What we are looking for: Previous Service Desk experience / working with a ticketing system. Understanding of Service Level Agreements. Communication Skills: Excellent written and verbal communication. Tech Expertise: Previous experience in a technology-led support role. Hands-On Skills: Knowledge of CCTV and hardware assembly. SQL Knowledge: Familiarity with databases and query language. Self-Starter: Ability to manage and prioritize tasks independently. Problem Solver: Proactive approach to incident investigation and resolution. What you will get in return: Salary £25,500 Career Development inc LinkedIn Learning Healthcare cash plan Discounts on retail, travel, and social activities Cycle-to-work scheme Enhanced Maternity & Paternity Package (subject to eligibility) If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
About the role Do you want play a hands-on role within a rapidly growing, innovative company - keeping our environment secure, stable, and continuously improving? We're looking for an IT Security Analyst to join our growing tech function. This is very much a doer role where you'll be in the detail - monitoring alerts, investigating incidents, tuning detections - but also stepping back to help us get better over time. That might be improving how we use Sentinel, tightening up controls in Defender, or getting more value out of Purview. You'll work closely with our internal teams and our SOC, and you'll have genuine ownership over parts of the security operation. It's not just about reacting to issues - it's about helping us spot them earlier, reduce noise, and build something more proactive. There's also room to expand your experience - alongside core SecOps work, you'll get involved in how we protect data (Purview, DLP, labelling), and how we support compliance and assurance across the business. This is the perfect role for someone who wants to: Get properly hands-on in a working security operations environment Build deeper expertise in Microsoft security tooling (Defender, Sentinel, Purview) Start broadening into data protection and governance , not just core SecOps Have a say in how things are done , not just follow a runbook We're not trying to build something overly complicated - we just want it to be solid, sensible, and continuously improving . You'll be part of that. You'll be getting up to a range of tasks and responsibilities, including; Security Operations & Incident Response Monitoring and triaging alerts across Microsoft Defender and Sentinel Investigating incidents properly - getting to root cause, not just fixing the symptom Working with our SOC to improve detections and cut down false positives Documenting what happened and feeding that back into better processes and playbooks Vulnerability & Threat Management Supporting vulnerability scanning and making sure issues are actually getting fixed Helping prioritise what matters vs what's just noise Using threat intel and trends to strengthen how we detect and respond Supporting patch validation and general configuration hygiene across endpoints and cloud Data Protection & Information Security Working with Microsoft Purview, particularly around DLP and data visibility Supporting sensitivity labelling (and improving how it's used in practice) Helping us identify where sensitive data lives and how it's being used Contributing to making data protection part of the day-to-day-not just a policy document Risk, Compliance & General Security Hygiene Supporting ISO 27001 and Cyber Essentials Plus activities Helping with audits, evidence, and keeping documentation current Getting involved in control reviews and basic assurance work Supporting supplier/security checks where needed Working With Others Partnering with Infrastructure, Service Desk, GRC, and the wider Tech team Being someone people can come to with security questions (and getting them sensible answers) Supporting user awareness - phishing simulations, guidance, that kind of thing Chipping in with ideas on how we improve, not just maintain About you At Cooper Parry, we're in it together . All we ask of our people is that they play all in . You'll continuously strive to keep learning - whether you're a trainee or a Partner - and you'll be brave , stepping out of your comfort zone to tackle new challenges. Above all, be nice . A simple notion, but an irreplaceable part of what makes CP, CP. We're not expecting a finished product here - but we do want someone who's comfortable in a security operations role and keen to take ownership of their space. You'll already have; Experience working with tools like Defender and Sentinel Understanding of how to investigate alerts properly rather than just clearing queues Knowledge of Microsoft 365 & Azure from a security point of view A grasp of how incident response should actually work in practice. From a technical angle, it would be ideal if you've had some exposure to things like KQL, PowerShell, or similar - nothing too niche, just enough to show you can dig into data and automate where it makes sense. It would also be great if you've touched Purview, DLP, or anything around data protection. More broadly, we're looking for someone who's naturally curious. Someone who doesn't just accept alerts at face value, but wants to understand what actually happened and why. You should be comfortable working across teams, explaining things in plain English when needed, and managing your own workload without constant direction. You don't need to tick every box - but you do need to be someone who takes ownership, thinks things through properly, and wants to get better over time. About us We've been dubbed 'the rebels of accountancy'. We're straight-talking. Never afraid to share our opinions. We put people and relationships before products and services, and deliver a streamlined, client-focused service - free from unnecessary red tape. Check out our recent achievements: Best Companies' No.1 Accountancy Firm & No.30 Best Large Company to Work For in the UK Became B Corp Certified in 2023 and we're still the UK's largest accountancy B Corp, measuring and improving our impact beyond business for a brighter tomorrow Achieved 5 awards at the Inspiring Workplace Awards in 2025: winner in the Large Business category and best in class for inspiring People & Culture, Wellbeing, Inclusion and Employee Experience What's in it for you? Our people are the beating heart of our culture. We know that if you love working here, and you're given the trust and autonomy to work in a way that best suits you, you'll produce amazing results. That's why we offer things like: A flexible approach to work - balancing working from home, in office or with clients A generous holiday entitlement An enhanced parental leave policy An enhanced pension scheme No dress code - just "wear something!" A multi-award-winning wellbeing offering to support your physical, mental, spiritual, and financial health Volunteering opportunities to work closer with local communities and charities Cooper Parry social/sports clubs Feeling supported and welcomed is such a big part of bringing your whole self to work. As an equal opportunities employer, we'll work with you to ensure you have everything you need to develop your skills and achieve your best. Get in touch if you have any questions about our commitment to Diversity & Inclusion or about accessibility/accommodations during your application process. For the attention of agencies - unsolicited CVs will not be honoured. We will only accept CV submissions for roles briefed to you by our Talent Acquisition team.
22/09/2026
Full time
About the role Do you want play a hands-on role within a rapidly growing, innovative company - keeping our environment secure, stable, and continuously improving? We're looking for an IT Security Analyst to join our growing tech function. This is very much a doer role where you'll be in the detail - monitoring alerts, investigating incidents, tuning detections - but also stepping back to help us get better over time. That might be improving how we use Sentinel, tightening up controls in Defender, or getting more value out of Purview. You'll work closely with our internal teams and our SOC, and you'll have genuine ownership over parts of the security operation. It's not just about reacting to issues - it's about helping us spot them earlier, reduce noise, and build something more proactive. There's also room to expand your experience - alongside core SecOps work, you'll get involved in how we protect data (Purview, DLP, labelling), and how we support compliance and assurance across the business. This is the perfect role for someone who wants to: Get properly hands-on in a working security operations environment Build deeper expertise in Microsoft security tooling (Defender, Sentinel, Purview) Start broadening into data protection and governance , not just core SecOps Have a say in how things are done , not just follow a runbook We're not trying to build something overly complicated - we just want it to be solid, sensible, and continuously improving . You'll be part of that. You'll be getting up to a range of tasks and responsibilities, including; Security Operations & Incident Response Monitoring and triaging alerts across Microsoft Defender and Sentinel Investigating incidents properly - getting to root cause, not just fixing the symptom Working with our SOC to improve detections and cut down false positives Documenting what happened and feeding that back into better processes and playbooks Vulnerability & Threat Management Supporting vulnerability scanning and making sure issues are actually getting fixed Helping prioritise what matters vs what's just noise Using threat intel and trends to strengthen how we detect and respond Supporting patch validation and general configuration hygiene across endpoints and cloud Data Protection & Information Security Working with Microsoft Purview, particularly around DLP and data visibility Supporting sensitivity labelling (and improving how it's used in practice) Helping us identify where sensitive data lives and how it's being used Contributing to making data protection part of the day-to-day-not just a policy document Risk, Compliance & General Security Hygiene Supporting ISO 27001 and Cyber Essentials Plus activities Helping with audits, evidence, and keeping documentation current Getting involved in control reviews and basic assurance work Supporting supplier/security checks where needed Working With Others Partnering with Infrastructure, Service Desk, GRC, and the wider Tech team Being someone people can come to with security questions (and getting them sensible answers) Supporting user awareness - phishing simulations, guidance, that kind of thing Chipping in with ideas on how we improve, not just maintain About you At Cooper Parry, we're in it together . All we ask of our people is that they play all in . You'll continuously strive to keep learning - whether you're a trainee or a Partner - and you'll be brave , stepping out of your comfort zone to tackle new challenges. Above all, be nice . A simple notion, but an irreplaceable part of what makes CP, CP. We're not expecting a finished product here - but we do want someone who's comfortable in a security operations role and keen to take ownership of their space. You'll already have; Experience working with tools like Defender and Sentinel Understanding of how to investigate alerts properly rather than just clearing queues Knowledge of Microsoft 365 & Azure from a security point of view A grasp of how incident response should actually work in practice. From a technical angle, it would be ideal if you've had some exposure to things like KQL, PowerShell, or similar - nothing too niche, just enough to show you can dig into data and automate where it makes sense. It would also be great if you've touched Purview, DLP, or anything around data protection. More broadly, we're looking for someone who's naturally curious. Someone who doesn't just accept alerts at face value, but wants to understand what actually happened and why. You should be comfortable working across teams, explaining things in plain English when needed, and managing your own workload without constant direction. You don't need to tick every box - but you do need to be someone who takes ownership, thinks things through properly, and wants to get better over time. About us We've been dubbed 'the rebels of accountancy'. We're straight-talking. Never afraid to share our opinions. We put people and relationships before products and services, and deliver a streamlined, client-focused service - free from unnecessary red tape. Check out our recent achievements: Best Companies' No.1 Accountancy Firm & No.30 Best Large Company to Work For in the UK Became B Corp Certified in 2023 and we're still the UK's largest accountancy B Corp, measuring and improving our impact beyond business for a brighter tomorrow Achieved 5 awards at the Inspiring Workplace Awards in 2025: winner in the Large Business category and best in class for inspiring People & Culture, Wellbeing, Inclusion and Employee Experience What's in it for you? Our people are the beating heart of our culture. We know that if you love working here, and you're given the trust and autonomy to work in a way that best suits you, you'll produce amazing results. That's why we offer things like: A flexible approach to work - balancing working from home, in office or with clients A generous holiday entitlement An enhanced parental leave policy An enhanced pension scheme No dress code - just "wear something!" A multi-award-winning wellbeing offering to support your physical, mental, spiritual, and financial health Volunteering opportunities to work closer with local communities and charities Cooper Parry social/sports clubs Feeling supported and welcomed is such a big part of bringing your whole self to work. As an equal opportunities employer, we'll work with you to ensure you have everything you need to develop your skills and achieve your best. Get in touch if you have any questions about our commitment to Diversity & Inclusion or about accessibility/accommodations during your application process. For the attention of agencies - unsolicited CVs will not be honoured. We will only accept CV submissions for roles briefed to you by our Talent Acquisition team.
Marston Holdings continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK s leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real time data with cleantech technologies. About the role Our Service Desk team keeps VidAlert s services running smoothly and our customers supported. As a Service Desk Analyst, you ll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It s a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact. Join us and play a key role in keeping our service moving. This role operates a rotational shift work pattern inc weekends Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays. Enjoy a mix of office-based Monday-Friday and weekend home working. What you will be doing: As the first point of contact for customer support, you ll be crucial in resolving technical issues: Troubleshooting alerts from our monitoring systems. Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation. Handling inbound incidents via phone, email, and our service desk portal. Proactively checking client systems for performance, minimising downtime. Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary. What we are looking for: Previous Service Desk experience / working with a ticketing system. Understanding of Service Level Agreements. Communication Skills: Excellent written and verbal communication. Tech Expertise: Previous experience in a technology-led support role. Hands-On Skills: Knowledge of CCTV and hardware assembly. SQL Knowledge: Familiarity with databases and query language. Self-Starter: Ability to manage and prioritize tasks independently. Problem Solver: Proactive approach to incident investigation and resolution. What you will get in return: Salary £25,500 Career Development inc LinkedIn Learning Healthcare cash plan Discounts on retail, travel, and social activities Cycle-to-work scheme Enhanced Maternity & Paternity Package (subject to eligibility) If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
22/09/2026
Full time
Marston Holdings continued growth is supported by an established Technology division, which includes VidAlert and Vortex. Together we are the UK s leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real time data with cleantech technologies. About the role Our Service Desk team keeps VidAlert s services running smoothly and our customers supported. As a Service Desk Analyst, you ll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It s a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact. Join us and play a key role in keeping our service moving. This role operates a rotational shift work pattern inc weekends Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays. Enjoy a mix of office-based Monday-Friday and weekend home working. What you will be doing: As the first point of contact for customer support, you ll be crucial in resolving technical issues: Troubleshooting alerts from our monitoring systems. Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation. Handling inbound incidents via phone, email, and our service desk portal. Proactively checking client systems for performance, minimising downtime. Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary. What we are looking for: Previous Service Desk experience / working with a ticketing system. Understanding of Service Level Agreements. Communication Skills: Excellent written and verbal communication. Tech Expertise: Previous experience in a technology-led support role. Hands-On Skills: Knowledge of CCTV and hardware assembly. SQL Knowledge: Familiarity with databases and query language. Self-Starter: Ability to manage and prioritize tasks independently. Problem Solver: Proactive approach to incident investigation and resolution. What you will get in return: Salary £25,500 Career Development inc LinkedIn Learning Healthcare cash plan Discounts on retail, travel, and social activities Cycle-to-work scheme Enhanced Maternity & Paternity Package (subject to eligibility) If this sounds like the job for you, please apply . New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Contract type: Permanent Location: London or Newcastle Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum 2 days a week. Main purpose of the job: The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money. This role provides application support for business-critical audit systems, helping to keep services reliable, secure and effective for auditors. The postholder will support day-to-day operations, controlled system change and service improvement. The role helps ensure audit technology supports audit delivery while meeting NAO security, privacy and governance requirements. As an Application Support Analyst, you will support specialist audit applications used by around 700 financial audit users. These are core business systems, not standard helpdesk tools, and the role is focused on maintaining reliable, secure services, supporting controlled change and improving how the applications are supported and used. You will work with NAO colleagues and third-party suppliers to resolve issues, support releases and upgrades, maintain clear documentation and identify improvements from service data, user feedback and recurring incidents. Key responsibilities: • Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation. • Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers. • Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence. • Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements. • Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates. • Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks. • Coordinate supplier support tickets, provide clear evidence, monitor service performance and escalate recurring issues or risks as needed. • Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery. • Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes. • Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready. • Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues. Skills and Experience Essential skills • Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution. • Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management. • Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds. • Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management. • Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes. • Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement. • Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making. • Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence. • Familiarity with ITIL principles or equivalent service management practices Desirable skills • Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support. • Familiarity with SharePoint, Azure DevOps and SQL. • Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement. • Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future. Abilities • Delivers high-quality customer service and a positive user experience. • Communicates clearly and effectively with users and stakeholders. • Able to work at pace, prioritise effectively, and manage multiple issues or tasks. • Works confidently with third-party suppliers, escalating issues appropriately. • Collaborates effectively with colleagues across different teams and seniority levels. • Applies logical, solutions-focused thinking to resolve problems. Out of Hours and Peak Period Working During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota. In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential. Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy. To apply candidates should provide: -An up-to-date CV -A covering letter of no more than 2 pages clearly demonstrating how you meet the essential criteria and providing relevant examples from your experience The closing date for applications is 23:59 on Monday 28th September Please note that we reserve the right to close this vacancy early if a high volume of applications is received. Selection process Shortlisted candidates will be invited to attend an initial Teams interview during WC 12th of October, followed by panel interview during WC 19th October or 26 October. Nationality Requirements: -UK nationals -nationals of Commonwealth countries who have the right to work in the UK -nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS) Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility. Equal opportunities and diversity Disability and Reasonable Adjustments: Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this when submitting their application. Under this scheme we guarantee an interview to an applicant with a disability who meets the minimum requirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process (HR Service Desk (). We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminate on the basis of any protected characteristic as defined by the Equality Act 2010.
22/09/2026
Full time
Contract type: Permanent Location: London or Newcastle Salary: c.£50,479 (London), c.£42,778 (Newcastle) a higher base may be considered for an exceptional candidate Office attendance: The NAO operates a hybrid working policy where staff are expected to be in the office a minimum 2 days a week. Main purpose of the job: The National Audit Office (NAO) has made a strategic investment in audit technology and automation to enhance audit quality, efficiency, and value for money. This role provides application support for business-critical audit systems, helping to keep services reliable, secure and effective for auditors. The postholder will support day-to-day operations, controlled system change and service improvement. The role helps ensure audit technology supports audit delivery while meeting NAO security, privacy and governance requirements. As an Application Support Analyst, you will support specialist audit applications used by around 700 financial audit users. These are core business systems, not standard helpdesk tools, and the role is focused on maintaining reliable, secure services, supporting controlled change and improving how the applications are supported and used. You will work with NAO colleagues and third-party suppliers to resolve issues, support releases and upgrades, maintain clear documentation and identify improvements from service data, user feedback and recurring incidents. Key responsibilities: • Provide high-quality application support for users, taking ownership of incidents and service requests through to resolution or escalation. • Investigate application issues, identify recurring problems, support root-cause analysis and agree fixes or workarounds with technical teams or suppliers. • Complete business-as-usual administration, including joiner, mover and leaver activity, access changes and periodic access reviews, ensuring least-privilege access and clear audit evidence. • Monitor application availability, performance, capacity, data quality and service trends, using insight to identify risks and recommend improvements. • Support incident, problem, change, release and knowledge management processes, including controlled configuration changes, maintenance and updates. • Plan and complete functional, regression and user acceptance testing for releases, patches and infrastructure changes, including test scripts, evidence, defect management and post-release checks. • Coordinate supplier support tickets, provide clear evidence, monitor service performance and escalate recurring issues or risks as needed. • Create and maintain support procedures, knowledge articles, user guidance, training materials, service reporting and other documentation to support consistent team delivery. • Support the development and delivery of user training or knowledge-sharing activities where this helps improve application use, reduce repeat queries and support effective adoption of changes. • Support projects and the transition of new or changed services into business-as-usual operation, ensuring support, monitoring, documentation, access, resilience and supplier arrangements are ready. • Participate in extended-hours support during peak periods and occasional out-of-hours work for upgrades, maintenance or priority issues. Skills and Experience Essential skills • Experience supporting business-critical applications or digital services, including incident triage, service requests, escalation and resolution. • Good understanding of application support and IT service management, including incident, problem, change, release, deployment and knowledge management. • Ability to diagnose application issues, identify recurring problems and work with technical teams or suppliers to agree fixes or workarounds. • Experience supporting releases, upgrades or patches, including testing, evidence recording and defect management. • Experience creating or supporting user guidance, training materials or knowledge-sharing content to help users understand application changes and common support processes. • Ability to use service data, ticket trends, user feedback and reporting tools to monitor performance, identify risks and support continuous improvement. • Good data and analysis skills, including intermediate Excel skills and the ability to present information clearly for operational reporting and decision-making. • Awareness of access management, information security and data protection, including least-privilege access and clear audit evidence. • Familiarity with ITIL principles or equivalent service management practices Desirable skills • Understanding of Dynamics 365, Microsoft Power Platform and Dataverse would be an advantage, particularly where these support configuration, application administration, data management, workflow automation, integration and service support. • Familiarity with SharePoint, Azure DevOps and SQL. • Awareness of Application Insights and experience of setting up or using performance monitoring would be an advantage, particularly to support service reliability, issue investigation and continuous improvement. • Interest in emerging technologies, including automation and AI, and how these may potentially support audit technology services in the future. Abilities • Delivers high-quality customer service and a positive user experience. • Communicates clearly and effectively with users and stakeholders. • Able to work at pace, prioritise effectively, and manage multiple issues or tasks. • Works confidently with third-party suppliers, escalating issues appropriately. • Collaborates effectively with colleagues across different teams and seniority levels. • Applies logical, solutions-focused thinking to resolve problems. Out of Hours and Peak Period Working During the peak financial audit period (May, June and July), the postholder will be required to participate in an extended hours support rota. Shifts may fall between 8:00am and 7:00pm Monday to Friday, and between 10:00am and 4:00pm on Saturdays and Sundays, allocated fairly across the team via a planned rota. In addition, the postholder may occasionally be required to work out of hours to support system upgrades, planned maintenance or priority issues where service continuity is essential. Where you are required to work extended or out of hours shifts, you will receive overtime payments in line with NAO policy. To apply candidates should provide: -An up-to-date CV -A covering letter of no more than 2 pages clearly demonstrating how you meet the essential criteria and providing relevant examples from your experience The closing date for applications is 23:59 on Monday 28th September Please note that we reserve the right to close this vacancy early if a high volume of applications is received. Selection process Shortlisted candidates will be invited to attend an initial Teams interview during WC 12th of October, followed by panel interview during WC 19th October or 26 October. Nationality Requirements: -UK nationals -nationals of Commonwealth countries who have the right to work in the UK -nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS) Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility. Equal opportunities and diversity Disability and Reasonable Adjustments: Applicants with a disability who wish their application to be considered under the Disability Confident scheme should confirm this when submitting their application. Under this scheme we guarantee an interview to an applicant with a disability who meets the minimum requirements for the role. You should also let our HR team know if you wish us to consider any Reasonable Adjustments at any stage of the process (HR Service Desk (). We are committed to fair and open recruitment. All applications will be assessed on merit against the requirements of the role. We do not discriminate on the basis of any protected characteristic as defined by the Equality Act 2010.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
22/09/2026
Full time
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. 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 so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. 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. 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 (this role does not own the process). 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 routed to the relevant teams/owners, 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 by the appropriate service/process owners, 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 (escalating gaps to the relevant tool/process owners). 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. 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 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.
