Job Summary
CMDB Analyst (UK) Role Overview • Support the governance, quality, and continuous improvement of CMDB data aligned to CSDM v5. • Work closely with service owners and cross-functional teams to ensure accuracy of service-related data and compliance with data management standards. • Co-ordinate with end user device HAM process owners and users (still to be designed as part of HAM implementation), to support the full lifecycle of end user device management. Key Responsibilities • Data Certification & Governance o Review outputs of quarterly data certification tasks for human-editable attributes across CSDM service entities. o Identify data quality issues, inconsistencies, and gaps, and ensure appropriate remediation actions are tracked. o Monitor completion of certification tasks, proactively chasing service owners and managers to ensure deadlines are met. o Provide guidance and support to stakeholders on completing certification activities accurately. o Propose and implement iterative improvements to Data certification and other CMDB data management (data policy) processes and tasks. • Service Mapping & Service Model Maintenance o Support annual reviews of service instances to validate and update service mapping rules. o Ensure mapping logic (tag-based, calculated, and dynamic CI groups) remains accurate and aligned to current architecture. o Assist in maintaining consistency and adherence to CSDM standards across mapped services. • Availability & Service Commitments o Review the use of availability commitments across services o Ensure all service hour schedules have appropriate and correctly configured commitment entries o Highlight gaps or misalignments and coordinate remediation with service owners • Stakeholder Engagement & Operational Support o Maintain strong working relationships with GTO UK teams through participation in daily operations meetings. o Act as a point of contact for CMDB-related queries and support requests across the organisation, including support to more general reporting functions. o Collaborate with service owners, platform teams, and other stakeholders to improve CMDB data quality and processes. o Provide mutual cover for US CMDB analyst’s workload when unavailable. o Support the Disposal Process alongside the US CMDB analyst. • Design & Change Integration o Embed CMDB / CSDM standards into service design and onboarding processes, ensuring new services are modelled correctly prior to go-live o Partner with architecture, platform, and ServiceNow teams to ensure design artefacts translate into accurate CMDB structures o Support change impact assessment by validating CI relationships, service mappings, and dependency accuracy o Proactively identify model gaps or data risks ahead of major changes/releases and coordinate remediation o Contribute to governance ensuring no service enters production without minimum CMDB / service model compliance . Skills & Experience Required • CIS Data Foundations (CMDB and CSDM) certification. • Strong understanding of ServiceNow CMDB logical data model, including Table inheritance, and Configuration Item relationships. • Practical experience with CSDM (version 5) and its application in enterprise environments. • Hands-on knowledge of Service Mapping, including: o Tag-based mapping. o Calculated Application Services o Dynamic CI groups. • Experience supporting and designing data certification / data quality policies in the CMDB data manager. • Ability to engage and influence stakeholders to drive task
Key Responsibilities
CMDB Analyst (UK) Role Overview • Support the governance, quality, and continuous improvement of CMDB data aligned to CSDM v5. • Work closely with service owners and cross-functional teams to ensure accuracy of service-related data and compliance with data management standards. • Co-ordinate with end user device HAM process owners and users (still to be designed as part of HAM implementation), to support the full lifecycle of end user device management. Key Responsibilities • Data Certification & Governance o Review outputs of quarterly data certification tasks for human-editable attributes across CSDM service entities. o Identify data quality issues, inconsistencies, and gaps, and ensure appropriate remediation actions are tracked. o Monitor completion of certification tasks, proactively chasing service owners and managers to ensure deadlines are met. o Provide guidance and support to stakeholders on completing certification activities accurately. o Propose and implement iterative improvements to Data certification and other CMDB data management (data policy) processes and tasks. • Service Mapping & Service Model Maintenance o Support annual reviews of service instances to validate and update service mapping rules. o Ensure mapping logic (tag-based, calculated, and dynamic CI groups) remains accurate and aligned to current architecture. o Assist in maintaining consistency and adherence to CSDM standards across mapped services. • Availability & Service Commitments o Review the use of availability commitments across services o Ensure all service hour schedules have appropriate and correctly configured commitment entries o Highlight gaps or misalignments and coordinate remediation with service owners • Stakeholder Engagement & Operational Support o Maintain strong working relationships with GTO UK teams through participation in daily operations meetings. o Act as a point of contact for CMDB-related queries and support requests across the organisation, including support to more general reporting functions. o Collaborate with service owners, platform teams, and other stakeholders to improve CMDB data quality and processes. o Provide mutual cover for US CMDB analyst’s workload when unavailable. o Support the Disposal Process alongside the US CMDB analyst. • Design & Change Integration o Embed CMDB / CSDM standards into service design and onboarding processes, ensuring new services are modelled correctly prior to go-live o Partner with architecture, platform, and ServiceNow teams to ensure design artefacts translate into accurate CMDB structures o Support change impact assessment by validating CI relationships, service mappings, and dependency accuracy o Proactively identify model gaps or data risks ahead of major changes/releases and coordinate remediation o Contribute to governance ensuring no service enters production without minimum CMDB / service model compliance . Skills & Experience Required • CIS Data Foundations (CMDB and CSDM) certification. • Strong understanding of ServiceNow CMDB logical data model, including Table inheritance, and Configuration Item relationships. • Practical experience with CSDM (version 5) and its application in enterprise environments. • Hands-on knowledge of Service Mapping, including: o Tag-based mapping. o Calculated Application Services o Dynamic CI groups. • Experience supporting and designing data certification / data quality policies in the CMDB data manager. • Ability to engage and influence stakeholders to drive task
Skill Requirements
CMDB Analyst (UK) Role Overview • Support the governance, quality, and continuous improvement of CMDB data aligned to CSDM v5. • Work closely with service owners and cross-functional teams to ensure accuracy of service-related data and compliance with data management standards. • Co-ordinate with end user device HAM process owners and users (still to be designed as part of HAM implementation), to support the full lifecycle of end user device management. Key Responsibilities • Data Certification & Governance o Review outputs of quarterly data certification tasks for human-editable attributes across CSDM service entities. o Identify data quality issues, inconsistencies, and gaps, and ensure appropriate remediation actions are tracked. o Monitor completion of certification tasks, proactively chasing service owners and managers to ensure deadlines are met. o Provide guidance and support to stakeholders on completing certification activities accurately. o Propose and implement iterative improvements to Data certification and other CMDB data management (data policy) processes and tasks. • Service Mapping & Service Model Maintenance o Support annual reviews of service instances to validate and update service mapping rules. o Ensure mapping logic (tag-based, calculated, and dynamic CI groups) remains accurate and aligned to current architecture. o Assist in maintaining consistency and adherence to CSDM standards across mapped services. • Availability & Service Commitments o Review the use of availability commitments across services o Ensure all service hour schedules have appropriate and correctly configured commitment entries o Highlight gaps or misalignments and coordinate remediation with service owners • Stakeholder Engagement & Operational Support o Maintain strong working relationships with GTO UK teams through participation in daily operations meetings. o Act as a point of contact for CMDB-related queries and support requests across the organisation, including support to more general reporting functions. o Collaborate with service owners, platform teams, and other stakeholders to improve CMDB data quality and processes. o Provide mutual cover for US CMDB analyst’s workload when unavailable. o Support the Disposal Process alongside the US CMDB analyst. • Design & Change Integration o Embed CMDB / CSDM standards into service design and onboarding processes, ensuring new services are modelled correctly prior to go-live o Partner with architecture, platform, and ServiceNow teams to ensure design artefacts translate into accurate CMDB structures o Support change impact assessment by validating CI relationships, service mappings, and dependency accuracy o Proactively identify model gaps or data risks ahead of major changes/releases and coordinate remediation o Contribute to governance ensuring no service enters production without minimum CMDB / service model compliance . Skills & Experience Required • CIS Data Foundations (CMDB and CSDM) certification. • Strong understanding of ServiceNow CMDB logical data model, including Table inheritance, and Configuration Item relationships. • Practical experience with CSDM (version 5) and its application in enterprise environments. • Hands-on knowledge of Service Mapping, including: o Tag-based mapping. o Calculated Application Services o Dynamic CI groups. • Experience supporting and designing data certification / data quality policies in the CMDB data manager. • Ability to engage and influence stakeholders to drive task
Other Requirements
NA