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, and regulatory assurance.

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, supporting effective service management and regulatory compliance.

• 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

• Own and govern the CMDB framework, policies, and operating models, ensuring configuration data is accurate, complete, and audit‑ready across all platforms and services
• Oversee integration of the CMDB with ITSM, monitoring, discovery, asset, and automation tools (e.g., Service Now), and ensure automated discovery and reconciliation processes are effective
• Support incident, change, problem, and service level management by providing reliable configuration data and supporting root cause analysis, impact assessment, and rapid resolution
• Drive continual improvement of CMDB processes, data quality, and reporting, identifying and implementing enhancements to tooling, workflows, and data validation mechanisms
• Maintain detailed records of configuration activity and collaborate with technical, service, and customer teams to ensure right‑first‑time data entry, regular data updates, and high‑quality technical documentation
• Ensure CMDB practices support operational resilience, regulatory requirements (e.g., DORA, ISO 27001/20000, FCA, PRA), and audit readiness by maintaining robust controls and evidence
• Lead stakeholder engagement, including regular forums, workshops, and feedback sessions with technical, service, and executive stakeholders, providing guidance and challenging teams to improve configuration discipline
• Identify and deliver opportunities to enhance customer experience and service quality through improved technical data, proactive issue resolution, and support for new or enhanced products and services

• Ensure CMDB practices align with financial services regulations and frameworks (e.g., FCA, PRA, DORA, ISO 27001, ISO 20000)
• Support operational resilience, dependency mapping, and service continuity requirements
• Maintain evidence and controls to support audits and regulatory scrutiny
• Collaborate with Risk, Quality, Security, and Compliance teams to ensure control effectiveness

• Produce CMDB quality reports, dashboards, and maturity assessments
• Track risks, issues, and improvement actions related to configuration management
• Provide reporting to service governance forums and senior leadership
• Support post‑incident and post‑change reviews with accurate configuration data

• Service Delivery & Managed Service
• Service Assurance & Major Incident Management
• Change, Problem & Release Management
• Infrastructure, Cloud, Network & Security Engineering
• Risk, Quality & Compliance

• Strong sense of ownership and accountability, taking responsibility for CMDB accuracy, quality, and outcomes across teams and suppliers
• Detail‑oriented and methodical, with a structured approach to data quality, documentation, and governance
• Calm and professional under pressure, particularly during audits, incidents, or service issues
• Effective stakeholder engagement, able to communicate clearly with technical teams…