Role Overview

We are looking for a Lead Service Analyst to lead the implementation, governance, and continual improvement of the Configuration Management Database (CMDB). The role will ensure accurate configuration data across the IT estate and establish the CMDB as a trusted source for IT operations and decision-making.

Key Responsibilities

• Lead the design, implementation, and ongoing management of the CMDB.
• Define Configuration Item (CI) models, relationships, and data standards.
• Ensure CMDB data accuracy through audits, reconciliations, and governance processes.
• Integrate CMDB with Change, Incident, Problem, and Asset Management processes.
• Work with infrastructure, application, and service teams to maintain data quality.
• Manage discovery tools and automate CI population where possible.
• Produce CMDB health reports, KPIs, and present insights to stakeholders.
• Act as the subject matter expert for Configuration Management and provide training/support.