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.
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, supporting 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 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., ServiceNow), 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
Behavioural Competencies – Organisational & Behavioural Fit
* 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 and senior stakeholders
* Continuous improvement mindset, proactively identifying opportunities to improve processes, tooling, and ways of working
Critical Competencies – Technical Fit
Essential
* Proven experience managing or governing a CMDB in a complex IT, managed services, or telecoms environment
* Strong knowledge of ITIL, asset and configuration management, and enterprise ITSM platforms (preferably ServiceNow)
* Broad technical understanding, including networking, cloud platforms, firewalls, VPN, telephony (traditional and VoIP), Office365, DNS, hosting, and security services
* Excellent analytical, documentation, and stakeholder engagement skills, with proven ability to communicate effectively with both technical teams and 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, managing multiple priorities and resolving issues efficiently; willingness to travel to different sites as needed