Senior ServiceNow Configuration Analyst

Requirements of the role

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth and shaping the future of UK finance services.

The Data, Technology and Innovation (DTI) division enables the FCA to be a digital-first, data-led smart regulator by delivering a secure, agile, and cost-effective technology and data ecosystem that drives better decisions, transparency, and operational efficiency. Sitting within DTI, the Data Strategy and Services team support providing central data services through the Data Front Door, setting best practice and supports the organisation on Data acquisition, quality remediation, management and sharing.

Role responsibilities

• Champion the CMDB process by managing its backlog, supporting its growth and keeping the Configuration Manager informed
• Manage BAU tickets with care, ensuring data integrity, supporting service mapping and enabling insightful analysis and reporting
• Chair governance forums and contribute to continuous improvement initiatives within configuration management
• Embed the CMDB Operating Model into Service Operations and ITSM practices to ensure seamless integration and alignment
• Build trusted relationships with Service Managers, Operational Resilience and ITSM teams, offering expert guidance and acting as deputy when needed
• Mentor junior colleagues through knowledge sharing and by fostering a supportive learning environment
• Support transformation efforts by helping shape the CMDB across the organization and engaging with senior leadership to promote a culture of authenticity and psychological safety

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