CMDB IT Operations AnalystCMDB IT Operations Analyst
Glasgow, Glasgow, GB
2d ago


Implementing and maintaining a defined Common Service Data Model within the CMDB to build an accurate up to date view of which infrastructure, application, services components and linked services support each of the company's critical business services, the IT Operations Analyst will be responsible for the management of the Asset & Configuration Management process, including its execution, ongoing maturity and governance.

Owning the process and roadmap to operationally maintain Asset & Configuration Management within the Configuration Management Database (CMDB), including integration with targeted ITIL processes, the IT Operations Analyst will provide governance and assurance that any automated process for data uploading or integration is conforming to internal standards and processes.

Working in collaboration with the IT Service Integration Lead, ensuring that new services and CI’s are established in the CMDB at Project Go Live, adhering to the CMDB Framework, the IT Operations Analyst will work collaboratively with the services delivery team to document key delivery requirements, user stories and a corresponding development pipeline.

Building and maintaining key partner relationships to help identify and communicate sustainable process improvements, the IT Operations Analyst will be required to work autonomously and in an Agile fashion, developing rolling delivery plans in order to communicate progress and utilise our ServiceNow Platform.

Skills & Requirements

  • Extensive IT experience
  • Thorough knowledge and experience of CMDB attributes and specifically through ServiceNow (ITNow) process and application
  • A knowledge of ITIL process
  • Strong communications skills at Customer, Stakeholder and Executive level
  • The ability to use business knowledge to update, analyse and propose changes and improvements
  • The ability to use business knowledge to contribute with the operations team on problem resolution and performance improvements
  • Work effectively and recognise possibilities afforded by being part of the Iberdrola Group and capitalising on the resources available to deliver services more effectively
  • High negotiation and communication capabilities
  • Achieving effective working relationships with colleagues across Iberdrola group
  • Optimising Service Delivery and CMDB processes to meet with varying needs of the business
  • Understand the IT Services general view from business perspective, particularly in terms of CMDB support and processes
  • Ability to recognise new requirements and opportunities emerging from business and IT change, and to forecast this into future process models
  • Ability to contribute to decision making for resolution of operational crises
  • To be successful in a role you will need to demonstrate as minimum :

  • Demonstrate track record of strong communication skills both oral and written
  • Ability to work under pressure (tight budgets, tight timelines, workload peaks, resourcing constraints)
  • Ability to work in a fast paced dynamic environment whilst maintaining long range planning and execution
  • Personal character to work diligently to resolve CMDB issues / process issues and contribute to the resolution of operational matters
  • Strong customer and stakeholder management skills
  • Experience of working in a Service Management function
  • Educated to degree Level preferably in Computer Science or equivalent level of experience
  • Knowledge of CMDB, integration with ServiceNow (ITNow) would be beneficial
  • What we Offer

    This is a permanent contract. Salary for this role will be from £34,680 per annum.

    As part of our commitment to a supportive and inclusive place to work, we recognise that our employees have different personal circumstances and want a suitable work-life balance.

    We are working hard to support flexible and alternative ways of working where possible including : Flexible Working, Shared Parental Leave, Career Breaks, Wellbeing / Employee Assistance Programme.

    You will also have access to our flexible benefits programme where you can decide what is important for you.

    Happy to talk flexible working’

    Selection Process

  • Competency Based Interview and Technical Questions
  • Competencies : Develop Self & Others, Empower to Grow, Collaborate & Share, Focus to Achieve Results, Be Agile.
  • Other

    Closing date : Friday 24th January 2020

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