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CMBD Analyst
CMDB Analyst
Position Summary
The CMDB Analyst is responsible for the design, governance, accuracy, and continuous improvement of Claranet’s Configuration Management Database (CMDB) supporting customers. The role ensures configuration data is complete, accurate, auditable, and aligned with service management, operational resilience, and regulatory requirements.
The CMDB Analyst works across technical, service management, and governance teams to ensure the CMDB provides a trusted source of truth for:
- Service delivery
- Incident management
- Change management
- Regulatory assurance
Role Mission
Claranet’s strategy is to build long-term, trusted relationships with customers by delivering secure, resilient, and well-governed managed services. The CMDB Analyst underpins this mission by ensuring:
- Asset data is reliable, integrated, and defensible
- Support for effective service management and regulatory compliance
Objectives & Key Results
- Establish and maintain a high-quality, authoritative CMDB
- Improve service stability, change success rates, and incident resolution through accurate asset configuration data
- Support operational resilience, dependency mapping, and risk management
- Maintain continuous audit readiness and regulatory assurance
Essential Roles & Responsibilities
- Own and govern the CMDB framework, policies, and operating models, ensuring accurate, complete, and audit-ready data across all platforms and services
- Oversee the integration of the CMDB with ITSM, monitoring, discovery, asset, and automation tools (e.g., ServiceNow).
- Ensure automated discovery and reconciliation processes are effective.
- Support incident, change, problem, and service level management by providing:
- Reliable configuration data
- Root cause analysis
- Impact assessment
- Rapid resolution
- Drive continual improvement of:
- CMDB processes
- Data quality
- Reporting
- Enhancements to tooling, workflows, and data validation mechanisms
- Maintain detailed records of configuration activity and collaborate with:
- Technical teams
- Service teams
- Customer teams
- Ensure CMDB practices support:
- Operational resilience
- Regulatory requirements (e.g., DORA, ISO 27001/20000, FCA, PRA)
- Audit readiness by maintaining robust controls and evidence
- Lead stakeholder engagement, including:
- Regular forums
- Workshops
- Feedback sessions with:
- Technical teams
- Service teams
- Executive stakeholders
- Provide guidance and challenge teams to improve configuration discipline
- Identify opportunities to enhance:
- Customer experience
- Service quality through:
- Improved technical data
- Proactive issue resolution
- Support for new or enhanced products and services
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Behavioural Competencies – Organisational & Behavioural Fit
- Strong sense of ownership and accountability for CMDB accuracy, quality, and outcomes across:
- Teams
- Suppliers
- Detail-oriented and methodical, with a structured approach to:
- Data quality
- Documentation
- Governance
- Calm and professional under pressure, particularly during:
- Audits
- Incidents
- Service issues
- Effective stakeholder engagement, able to communicate clearly with:
- Technical teams
- Senior stakeholders
- Continuous improvement mindset, proactively identifying opportunities to enhance:
- Processes
- Tooling
- Ways of working
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Critical Competencies – Technical Fit
Essential
- Proven experience managing or governing a CMDB in a:
- Complex IT
- Managed services
- Telecoms environment
- Strong knowledge of:
- ITIL
- Asset and configuration management
- Enterprise ITSM platforms (preferably ServiceNow)
- Broad technical understanding, including:
- Networking
- Cloud platforms
- Firewalls
- VPN
- Telephony (traditional and VoIP)
- Office365
- DNS
- Hosting
- Security services
- Excellent analytical, documentation, and stakeholder engagement skills, with proven ability to communicate effectively with:
- Technical teams
- Senior management
- Experience supporting regulated or financial services customers, with a strong understanding of:
- Regulatory and audit requirements
- ITIL v4 certification and ability to produce high-quality, audit-ready documentation
- Flexible, detail-oriented, and able to work under pressure by:
- Managing multiple priorities
- Resolving issues efficiently
- Willingness to travel to different sites as needed
- Fluent written and spoken English is essential, with the ability to:
- Produce audit-ready documentation
- Communicate confidently with senior and executive-level stakeholders
Desirable
- Experience with operational resilience, DORA, or third-party/supplier configuration management
- Familiarity with:
- ISO 20000/27001 controls
- MSP/SIAM environments
- Previous ISP, managed service, or telecoms experience
- Relevant industry certifications or qualifications
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