Service Asset and Configuration Management Analyst

Role Description

As a Service Asset and Configuration Management Analyst within the ServiceNow platform team at the Group Technology department, you’ll play a crucial role in creating and maintaing healthy and solid CMDB. Your responsibilities include:

• Maintaining the Configuration Management System, including the CI data model and relationship, to ensure CMDB accuracy and completeness.
• Providing application or infrastructure technical expertise, analysis, and specifications for IT systems to meet business requirements in accordance with IT architecture policies and standards.
• Assuring that all operational services (and those being prepared) are recorded within the CMDB.
• Assisting in defining and registering of CIs and of the appropriate level of attributes and relationships required to support ITSM processes.
• Planning activities using an agile mindset and tools.

You'll serve as a key transformation driver to align CMDB with the Common Service Data Model (CSDM).

Your primary accountability is ensuring healthy, stable, and accurate CMDB. Additionally, focus on service and process enhancements within the ServiceNow team, consistently communicating team achievements and services across the broader Group Technology.

Reporting Line: You report to the ITSM Manager.

Key Responsibilities

Assist in developing standard IT configuration management methodology.

Support ITOM and ITAM process owners in the development of CMDB policies, processes, and knowledge base and work closely with them to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.

Provide Configuration Management process consulting services to project teams and work with other service management processes to understand new requirements and identify how Configuration management can support.

Develop and analyse functional and technical specifications.

Assist in establishing a formal CMDB governance model and creation of KPIs.

Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.

Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices to expand knowledge on CMDB and how to leverage it.

Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.

Skills & Competencies

• Expert knowledge of IT Configuration and Asset Management processes,
• Expert knowledge of Configuration Management (CMDB) / ServiceNow Common Services Data Model (CSDM),
• Experience of working with ServiceNow in an equivalent role for a minimum of 2 years,
• Knowledge of CMDB best practices as part of a large Operations and Maintenance team to meet business and IT requirements,
• Knowledge of IT infrastructure to identify the relationships between CIs,
• Understanding of ServiceNow Discovery and Service Mapping tools,
• Familiar with the processes that consume CMDB data e.g. Incident, Problem, Asset, and Change,
• Solution Oriented mind set & be able to provide recommendations for the current and future platform,
• Excellent analytical, and problem-solving skills on maintaining CMDB data integrity,
• Strong interpersonal skills such as active listening, communication, flexibility, and teamwork,
• Strong quantitative, analytical, problem-solving skills, including the ability to accumulate, organize, and assimilate substantial amounts of information,
• Fluent written and oral English,
• Comfortable in DevOps/Agile environment.

Education & Certifications

• Bachelor’s degree in computer science, Information Systems/Technology, or 5 years equivalent work experience,
• ITIL Foundation v3 as a minimum,