CMBD Analyst

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

Financial Services & Regulatory Compliance

• 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

Governance & Reporting

• 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

Teams to Collaborate With

• 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 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
• Fluent written and spoken English is essential. The role requires the ability to produce audit ready documentation and 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, and previous ISP, managed service, or telecoms experience
• Relevant industry certifications or qualifications

Pulled from the full job description

• Company pension
• Paid volunteer time, Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is 'Team Claranet,' our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee's fundraising efforts.

Our Vision Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders., Competitive

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we're experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We're committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have over 500 staff working in London, Gloucester, Warrington, Leeds or as homeworkers.