Principal ITSM and Configuration Analyst
As the Principal ITSM and Configuration Analyst, you will:
* Lead the development, growth, and maintenance of the Configuration Management Database (CMDB), ensuring accuracy and alignment of configuration management practices with ITSM strategies and organisational needs.
* Design, oversee, continuously review, and improve configuration management and ITSM processes to enhance efficiency, accuracy, and effectiveness.
* Develop and oversee the identification, classification, and documentation of Configuration Items (CIs), including their relationships and dependencies.
* Develop procedures and standards related to ITSM and configuration management and work with teams to ensure they are adhered to.
* Coordinate and continually improve the interface between configuration and other ITSM processes.
* Monitor, analyse and report on CMDB health, performance metrics, and KPIs for both ITSM and configuration management processes, including trend analysis and recommendations for improvement.
* Provide training and mentorship within QSS on best practices, processes, and tool configuration.
Role requirements:
* Extensive experience (3+ years) in ITSM and configuration management roles, with a strong understanding of CMDB and ITSM processes.
* Proven expertise in ITSM frameworks, methodologies, and tools.
* Strong analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions.
* Excellent communication, leadership, and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
* Experience with ITSM tools such as ServiceNow, or similar platforms.
* Experience in leading a team in an agile environment.
* ITIL v4/v5 Foundation certification or equivalent is highly desirable; advanced ITIL certifications such as ITIL v4 Intermediate e.g. RCV are highly desirable.
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