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CMDB Analyst
CMDB Analyst
About the Role
The CMDB Analyst is responsible for the design, governance, accuracy, and continuous improvement of Claranet’s Configuration Management Database (CMDB), ensuring configuration data is complete, accurate, auditable, and aligned with:
- Service management
- Operational resilience
- Regulatory requirements
This role works across technical, service management, and governance teams to establish the CMDB as a trusted source of truth for:
- Service delivery
- Incident management
- Change management
- Regulatory assurance
Role Mission
Claranet’s strategy centres on building long-term, trusted customer relationships by delivering secure, resilient, and well-governed managed services. The CMDB Analyst supports this mission by ensuring asset data is reliable, integrated, and defensible, enhancing:
- Service management effectiveness
- Regulatory compliance
Objectives & Key Results
The role drives success through the following key outcomes:
- Establish and maintain a high-quality, authoritative CMDB
- Improve service stability, change success rates, and incident resolution via accurate asset data
- Support operational resilience, dependency mapping, and risk management
- Maintain continuous audit readiness and regulatory compliance
Essential Roles & Responsibilities
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Governing the CMDB framework:
- Own and govern the CMDB’s policies and operating models
- Ensure configuration data is accurate, complete, and audit-ready across all platforms/services
- Oversee integrations with ITSM, monitoring, discovery, asset, and automation tools (e.g., ServiceNow)
- Automate discovery and reconciliation processes to ensure effectiveness
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Supporting incident & change management:
- Provide reliable configuration data to support:
- Incident, change, problem, and service level management
- Root cause analysis, impact assessments, and rapid resolution
- Provide reliable configuration data to support:
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Driving continuous improvement:
- Identify and implement enhancements to tooling, workflows, and data validation
- Push for higher data quality and automated reporting
- Maintain detailed configuration activity records to ensure accuracy
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Ensuring regulatory compliance:
- Align CMDB practices with operational resilience, DORA, ISO 27001/20000, FCA, and PRA
- Maintain audit-ready controls and evidence to reduce compliance risk
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Leadership & stakeholder engagement:
- Collaborate with technical, service, and customer teams to ensure right-first-time data entry
- Host forums, workshops, and feedback sessions to improve configuration discipline
- Sustain engagement with stakeholders to achieve better technical data quality
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Enhancing customer experience:
- Proactively resolve technical issues to improve service quality
- Support new or enhanced products/services through better data integration
Behavioural Competencies
To thrive in this role, you must exhibit the following organisational and behavioural traits:
- A strong sense of ownership—taking full responsibility for CMDB accuracy and outcomes
- Detail-oriented and methodical—applying structure to data quality, documentation, and governance
- Calm and professional under pressure, especially during audits, incidents, or service issues
- Skilled in stakeholder engagement, communicating clearly with technical teams and senior leaders
- Proactive about improvement—continuously refining processes, tooling, and ways of working
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Technical Competencies
Essential Qualifications
Candidates must demonstrate:
- Proven experience managing/governing a CMDB in complex IT, managed services, or telecoms contexts
- Strong knowledge of ITIL, asset/servicemanagement, and enterprise ITSM platforms (preferably ServiceNow)
- Broad technical expertise covering:
- Networking, cloud, firewalls, VPN, telephony (traditional & VoIP), Office365, DNS, hosting, and security
- Exceptional analytical, documentation, and stakeholder communication skills
- Experience with regulated/financial services customers, including governance and audits
- ITIL v4 certification and ability to produce high-quality, audit-ready documentation
- Flexibility to work under pressure, manage multiple priorities, and travel as required
- Fluent written and spoken English to support audit preparation and executive engagement
Desirable Qualifications (Bonus Points)
Having experience with:
- Operational resilience, DORA, or supplier/configuration management
- ISO 20000/27001 controls, MSP/SIAM environments
- Previous roles in ISP, managed services, or telecoms industries
- Relevant industry certifications or qualifications
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