The Role

The Configuration Analyst is a key role within Service Operations responsible for the build, accuracy, integrity, and ongoing maintenance of the Configuration Management Database (CMDB). This role ensures that all Configuration Items (CIs) and their relationships are properly identified, recorded, controlled, and kept up to date to support effective IT service delivery, impact assessment, change management, compliance, and operational stability.

The Configuration Analyst will work closely with engineering, cloud, and service management teams to ensure the CMDB becomes a single, trusted source of truth for the technology estate.

Key Responsibilities:

CMDB Ownership and Governance:

• Maintain the overall health, structure, and integrity of the CMDB according to defined processes and standards.

• Ensure CIs and attributes comply with naming conventions, data models, relationship rules, and lifecycle states.

• Monitor CMDB completeness, accuracy, redundancy, and quality using data reconciliation, audits, and reporting.

• Identify gaps in CI data sources and work with teams to ensure improvements are made.

• Support the development and continual improvement of Configuration Management policies, procedures, and the CMDB data model.

CI Discovery, Integration & Data Quality:

• Administer and optimise automated discovery tools (e.g., ServiceNow Discovery, SCCM/SCDM, Azure/Cloud-native discovery, third-party scanners). party scanners).

• Perform data imports, transformations, and reconciliation with external data sources.

• Validate CI relationships to ensure a consistent understanding of service dependencies, infrastructure hierarchies, and application mappings.

• Troubleshoot data discrepancies, stale objects, or CI issues to ensure a highly accurate CMDB.

Service Mapping & Dependency Modelling:

• Support the creation and maintenance of service maps, linking CIs to business, application and technical services.

• Document and maintain upstream/downstream dependencies to support incident impact analysis and change planning.

• Collaborate with enterprise architects, system owners, and engineers to ensure accurate mapping of end-to-end services.

Support for ITSM Processes:

• Act as a subject matter expert for Change, Incident, and Problem Management, providing CI relationship insights for risk assessment and root cause analysis.

• Ensure changes (RFCs) align with CI lifecycle management and that updates to the CMDB reflect production changes.

• Provide impact assessments during major incidents and planned changes.

Reporting & Data Insights:

• Produce regular CMDB health reports, dashboards, and KPIs.

• Provide insights and recommendations to improve technology visibility, reduce risk, and enhance operational maturity.

Stakeholder Collaboration:

• Work with engineering, infrastructure, cloud, security, service desk, and architecture teams to capture CI updates.

• Educate stakeholders on the importance of accurate configuration data.

• Support audits (internal and external) with CMDB evidence and controls.

Preferred Certifications:

• ITIL Foundation v3/v4 (minimum).

• ITIL Specialist or higher certifications (advantageous).

• Platform-specific CMDB certifications (e.g., ServiceNow CISCMDB) are highly desirable.

Key Competencies:

• High attention to detail and commitment to data accuracy.

• Ownership mindset with a strong sense of responsibility.

• Ability to work cross-functionally and influence without authority.

• Logical/systematic problem-solving approach.

• Commitment to continuous improvement and operational excellence.

Essential Skills:

• Strong understanding of ITIL v4 Configuration Management and CMDB best practices.

• Hands-on experience with at least one major CMDB platform such as:

• ServiceNow CMDB

• Jira / Insight CMDB

• Experience working with discovery tools, asset systems, and configuration data sources.

• Ability to interpret technical infrastructure (servers, networks, cloud, applications) and map them logically.

• Strong analytical, troubleshooting, and data quality assurance skills.

• Excellent communication skills and ability to work with both technical and nontechnical stakeholders.

Desirable Skills:

• Experience implementing or maturing a CMDB in a growing tech organisation.

• Knowledge of cloud technologies (AWS, Azure, GCP) and associated discovery integrations.

• Familiarity with scripting to support data manipulation (e.g., PowerShell, Python).

• Understanding of security controls, compliance frameworks, and audit requirements.