IT Service Asset & Configuration Lead

• Design, implement and manage the ServiceNow Configuration Management Database (CMDB) using automated discovery and manual service mapping techniques.
• Develop and maintain SACM policies, standards and processes, ensuring alignment with ITIL best practice.
• Ensure completeness, accuracy and integrity of configuration and asset data within the CMDB.
• Conduct regular audits, verification and reporting of Configuration Items (CIs) to maintain data quality.
• Support ITSM processes by enabling impact analysis, incident resolution, problem management and release planning through accurate CMDB data.
• Identify gaps in configuration data and implement corrective actions.
• Engage and influence stakeholders to drive adoption of SACM practices and standards.
• Ensure appropriate governance, controls and compliance with SACM policies.

The Service Asset & Configuration Lead operates with a high degree of autonomy as the organisation’s expert in SACM. The role is pivotal in establishing a robust CMDB capability that underpins effective IT Service Management.

CMDB Design and Delivery

• Design and deliver a scalable CMDB aligned to business and technical requirements
• Define scope, depth and structure of configuration data and relationships
• Implement ServiceNow CMDB using discovery tools and service mapping
• Establish phased implementation and continuous improvement roadmap

SACM Governance and Process Management

• Define, implement and maintain SACM policies, standards and procedures
• Ensure alignment with ITIL Service Transition and Service Operation practices
• Drive adherence to agreed processes across internal teams and suppliers
• Establish and monitor internal controls for configuration governance

Data Quality and Assurance

• Plan and execute population of asset register and CMDB
• Perform regular audits, validation and reconciliation of CIs
• Identify and rectify inaccuracies, duplication or missing configuration data
• Define and monitor data quality metrics and reporting

Lifecycle Management

• Ensure all Configuration Items are tracked throughout their lifecycle
• Work with lifecycle and service owners to maintain CI status (hardware, software, applications)
• Ensure new and changed assets are accurately recorded during release and change activities

ITSM Integration

• Enable Change Management with accurate impact and risk assessment
• Support Incident Management with targeted CI-based communication and resolution
• Facilitate Problem Management through linkage of known errors to CIs
• Support Release Management by ensuring correct CI creation and updates

Stakeholder Management and Leadership

• Engage with technical teams, suppliers and stakeholders to promote CMDB value
• Influence adoption of SACM practices and standards
• Provide expert advice and guidance on configuration management
• Act as escalation point for SACM-related issues and non-compliance

Continuous Improvement

• Identify opportunities to improve SACM capability and maturity
• Lead initiatives to enhance CMDB accuracy, automation and usability
• Support wider IT service transformation and Service Integration and Management (SIAM) environments where applicable

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation., At sift stage you will be assessed against the 5 Essential Criteria listed in this job advert. You will be required to complete:

• An Application Form (‘Employer/Activity history’ section on the application)
• A 1000 word Supporting Statement - do not exceed 1000 words as we will not consider any words over and above this number

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the 5 Essential Criteria listed in this advert.

You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV – please note you will not be able to upload or email us your CV. Please complete the application form in as much detail as possible.

Longlisting

In the event of a large number of applications, we may longlist into 3 piles of:

• Meets all Essential Criteria
• Meets some Essential Criteria
• Meets no Essential Criteria

Only ‘Meets all Essential Criteria’ will progress to Shortlisting.

Shortlisting

In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria, You will be asked to prepare a 10-minute presentation based on the following to assess your Technical Skills:

• Describe a time where you engaged and influenced stakeholders to understand and realise the value of configuration management or CMDB capabilities? What approach did you take and what was the outcome?

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Incident Response Activity

From time to time, the role holder may be required to support UKHSA’s incident response activity by contributing their appropriate expertise within an Incident Cell; during such periods, supported by the line manager, this work will take priority over normal day-to-day responsibilities, commensurate with their grade, skills and experience., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

• ITIL qualification or substantial experience in IT Service Management with a focus on SACM
• Experience working with ServiceNow CMDB and associated data models (e.g. CSDM) or ability to quickly develop expertise
• Strong technical understanding of systems, infrastructure, applications and service relationships
• Proven stakeholder engagement and influencing skills across a diverse environment
• Strong ownership mindset with proactive problem-solving and delivery focus

Desirable Criteria

• Experience working in SIAM or multi-supplier environments
• Experience with service mapping and dependency modelling
• Experience defining and managing CMDB data quality standards
• Knowledge of related ITIL processes (Change, Incident, Problem Management)
• Experience supporting service transformation or continuous improvement initiatives, * ITIL qualification or substantial experience in IT Service Management with a focus on SACM, * Managing a Quality Service - Lead Behaviour
• Delivering at Pace
• Making Effective Decisions, Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard., Successful candidates must undergo a basic (or equivalent) criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Pulled from the full job description

• Pay rise
• Company pension
• Transport links, Alongside your salary of £56,185, UK Health Security Agency contributes £16,276 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all., For roles where specific qualifications or registrations are required, successful applicants will be asked to provide appropriate evidence. Employment cannot commence until satisfactory documentation has been received and verified.

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).

Salary Information

Civil Service: Grade 7 Grade 7 Inner: £60,494 - £70,566 Grade 7 Outer: £58,340 - £68,574 Grade 7 National: £56,185 - £66,581 Per annum, pro-rata

Please be aware that the salary is based on the office location.

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms., If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud Check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub, and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for external candidates to the Civil Service. Feedback will only be provided if you attend an interview or assessment.

This role is being offered as hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA’s core HQs (Birmingham, Leeds, Liverpool, and London).

Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC)., UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK.