Role - Configuration Analyst

Location - Stoke

Salary - up to £47,000

Work Pattern - Hybrid

About the Opportunity

We are a specialist managed services provider operating within highly regulated, security-sensitive environments. With a strong track record of delivering tangible outcomes to our clients, we place equal importance on nurturing the development of our people.

We are looking for a detail-oriented and driven Configuration Analyst to take ownership of our Configuration Management Database (CMDB) - a cornerstone of our IT service delivery capability. This is a pivotal role within our Service Operations function, sitting at the intersection of technology, process, and people.

What You'll Be Doing

Be the Guardian of Our CMDB

• Own the health, structure, and accuracy of the CMDB end-to-end
• Ensure all Configuration Items (CIs) follow agreed naming conventions, data models, and lifecycle rules
• Run regular audits, data reconciliation exercises, and quality checks to maintain a trustworthy, complete dataset
• Spot gaps in CI coverage and drive improvements with the teams responsible
• Continuously refine Configuration Management policies, processes, and data models

Drive Data Quality Through Discovery & Integration

• Administer and fine-tune automated discovery tooling (such as ServiceNow Discovery, SCCM, or cloud-native solutions)
• Manage data imports, transformations, and reconciliation from external sources
• Validate CI relationships to accurately reflect service dependencies and infrastructure hierarchies
• Diagnose and resolve data discrepancies or stale configuration objects

Map Services and Dependencies

• Build and maintain service maps that connect CIs to business, application, and technical services
• Document upstream and downstream dependencies to support incident impact analysis and change planning
• Partner with architects, system owners, and engineers to ensure end-to-end service views are accurate

Support Core ITSM Processes

• Act as the go-to subject matter expert for Change, Incident, and Problem Management teams
• Provide CI and relationship insights to support risk assessments and root cause investigations
• Ensure CMDB reflects all production changes, keeping CI lifecycle data current
• Deliver impact assessments for major incidents and significant planned changes

Report, Improve, and Influence

• Produce CMDB health dashboards, KPIs, and trend reports for operational and leadership audiences
• Translate data insights into actionable recommendations that improve technology visibility and reduce risk
• Educate and influence stakeholders across the business on the value of accurate configuration data
• Support internal and external audits with well-evidenced CMDB controls and documentation

What We're Looking For

Essential

• Solid grounding in ITIL v4 Configuration Management principles and CMDB best practices
• Hands-on experience with at least one major CMDB platform - ServiceNow CMDB or Jira/Insight CMDB
• Practical knowledge of discovery tools, asset management systems, and configuration data sources
• Ability to interpret complex technical environments (servers, networks, cloud, applications) and model them logically
• Sharp analytical and troubleshooting skills with a strong eye for data quality
• Confident communicator - comfortable working with both technical specialists and non-technical stakeholders

Desirable

• Experience building out or maturing a CMDB within a growing or evolving tech organisation
• Familiarity with cloud platforms (AWS, Azure, GCP) and their associated discovery integrations
• Some scripting capability to support data manipulation tasks (e.g. PowerShell or Python)
• Awareness of security controls, compliance frameworks, and audit requirements

Certifications

• ITIL Foundation v3/v4 - minimum requirement
• ITIL Specialist or higher - advantageous
• Platform-specific CMDB certifications (e.g. ServiceNow CISCMDB) - highly desirable

The Kind of Person Who Thrives Here

• You take pride in accurate, clean data - messy CMDBs keep you up at night
• You own your work and follow through without needing to be chased
• You can influence people and drive change without direct authority
• You approach problems methodically and think in systems
• You're always looking for a better way to do things

Security Clearance Requirements

Due to the nature of the work undertaken, this role requires candidates to hold or be eligible to obtain UK Security Clearance. Applicants will typically need to be British Citizens or have lived and worked continuously in the UK for the past five years.

Role - Configuration Analyst

Location - Stoke

Salary - up to £47,000

Work Pattern - Hybrid

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