Senior ITSM Process Support Analyst

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.

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.