Configuration Management Database Analyst

We are seeking a Configuration Management Database (CMDB) Analyst to join our customer's Service Management organisation. Reporting to the Service Manager within the Delivery, Governance & Operations team, this role is critical in maintaining and managing the CMDB, a centralised repository of information about IT assets and configurations. The successful candidate will ensure the accuracy and reliability of the CMDB to support IT service management, decision-making, and problem-solving across the organisation.

The successful candidate must be able to attend the office in Dublin at least once a week.

Main Responsibilities:

CMDB Governance:

• Develop and implement policies, standards, and procedures for effective CMDB management.
• Ensure adherence to ITIL best practices and CMDB management guidelines.
• Provide oversight and guidance to CMDB administrators and users.

Data Quality:

• Ensure the integrity and accuracy of CMDB data.
• Implement data quality checks and validation processes.
• Address and resolve any data inconsistencies or discrepancies.

Data Collection & Maintenance:

• Establish processes to collect and update CMDB data from sources such as hardware inventories, software licenses, and change management records.
• Ensure timely and accurate data collection to maintain up-to-date records.

Data Analysis:

• Analyse CMDB data to identify trends, patterns, and potential issues.
• Provide insights to support informed decision-making and problem resolution.

Stakeholder & Relationship Management:

• Collaborate with IT teams, business units, and external vendors to ensure the accuracy and completeness of CMDB data.
• Build and maintain strong relationships with stakeholders across the organisation.

Tool Selection & Implementation:

• Evaluate and select CMDB tools that align with organisational needs.
• Oversee the implementation and configuration of CMDB tools.
• Provide training and support to CMDB users to maximise tool effectiveness.

Reporting & Analytics:

• Develop and maintain reports and dashboards to offer visibility into CMDB data.
• Support decision-making through relevant data analytics and insights.

Compliance & Audit:

• Maintain detailed, auditable records of configuration items (CIs), including their current state, historical changes, incidents, and related checks.

Required Skills and Experience: 

• ITIL Framework: 3+ years of experience working with ITIL principles, especially those related to data and configuration management.
• Project Management: Proven project management skills to effectively plan, execute, and monitor service introduction projects.
• Collaboration: Ability to work across multiple teams to ensure high standards in data management and CMDB processes.
• Technical Knowledge: Familiarity with IT infrastructure and applications, with experience using the ServiceNow platform preferred.
• Communication Skills: Strong verbal and written communication skills, capable of interacting with stakeholders at all levels.
• Problem-Solving: Ability to troubleshoot and resolve issues during the service introduction and data management processes.
• Data Analysis: Strong data analysis and reporting skills to assess trends and drive informed decisions.

Desirable:

• Experience in ServiceNow or other CMDB tools is highly desirable.