Configuration and Catalogue Analyst

Financial Ombudsman Service; Greater London; Hybrid; GBP 44,000 - 50,000; Full time

Benefits offered by this job

25 days holiday entitlement

Generous pension

Family friendly policies

Private medical insurance

On-site gym (London)

Job summary

The Financial Ombudsman Service in London is seeking a Configuration and Catalogue Analyst to maintain the CMDB and Service Catalogue, working in a hybrid setup with four in-office days per fortnight. The role supports ITIL-aligned governance, audits, and reporting to drive risk management and service improvements.

You’ll collaborate with technical teams and stakeholders to improve the self-service portal and IT services while upholding data accuracy and governance.

Qualifications

• Hands-on experience supporting a CMDB and/or IT Service Catalogue in an ITSM environment.
• Experience managing configuration items such as SSL certificates, software inventories, and contracts, including lifecycle tracking and compliance.
• Experience with CMDB data entry, integrations, discovery tools, or automation workflows.
• Good knowledge of ITIL processes, especially configuration, asset, change and service catalogue management.
• Experience using ITSM tools such as Hornbill, ServiceNow or equivalent.
• Confidence working with a range of technical and non-technical stakeholders.
• Experience in producing performance reporting, metrics and dashboards.

Responsibilities

• Maintaining the accuracy and integrity of our CMDB and Service Catalogue, ensuring configuration data, service information and key IT assets are up to date, well governed and aligned to ITIL best practice.
• Carrying out audits, reconciliations and reporting to provide valuable insights that support risk, incident, change and service improvement activities.
• Collaborating with service owners and product teams to review, update, and publish catalogue entries and enhance self-service access.

Skills

CMDB experience

ITSM tools

ITIL knowledge

Stakeholder management

Reporting dashboards

Service Catalogue

Automation workflows

Education

ITIL Foundation

Tools

Hornbill

ServiceNow

Job description

Configuration and Catalogue Analyst

Contract: permanent

Working hours: 35 hours per week is full time

Salary: £44,000 - £50,000 – depending on skills and experience

Location: London

Reporting to: Configuration and Catalogue Manager

By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment.

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

As well as extensive opportunities for personal and career development.

About Us

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services.

Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.

As a Configuration and Catalogue Analyst, you'll play an important role in maintaining the accuracy and integrity of our IT Configuration Management Database (CMDB) and Service Catalogue. Working closely with technical teams, you'll ensure configuration records and service information are well governed, up to date, and accessible. You'll support audits, reporting, and service management processes, helping us manage risk and make informed decisions. You'll also contribute to the ongoing improvement of our IT service management capability, including enhancing our self-service portal and supporting colleagues to access IT services effectively. This is a great opportunity for someone with strong attention to detail, analytical skills, and a passion for delivering high-quality IT services in a collaborative environment.

What You’ll Do

Maintaining the accuracy and integrity of our CMDB and Service Catalogue, ensuring configuration data, service information and key IT assets are up to date, well governed and aligned to ITIL best practice.

Supporting effective IT service management, carrying out audits, reconciliations and reporting to provide valuable insights that support risk, incident, change and service improvement activities.

Working collaboratively with technical teams and service owners to enhance our service catalogue and self-service experience, making it easier for colleagues to access the IT services they need while driving continuous improvement across our ITSM capability.

Minimum Criteria

• Hands-on experience supporting a Configuration Management Database (CMDB) and/or IT Service Catalogue in an ITSM environment
• Experience managing configuration items such as SSL certificates, software inventories, and contracts, including tracking their lifecycle and compliance requirements
• Experience with CMDB data entry, integrations, discovery tools, or automation workflows
• Good knowledge of ITIL processes, especially configuration, asset, change and service catalogue management
• Experience using ITSM tools such as Hornbill, ServiceNow or equivalent
• Confidence working with a range of technical and non-technical stakeholders
• Experience in producing performance reporting, metrics and dashboards

It would also be nice for you to have

• ITIL v4 or v5 Foundation level certification or higher
• Experience with CMDB creation, integrations, discovery tools, or automation workflows

Why You'll Love Working With Us

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

Flexibility: remote, hybrid, or in-office

Wellbeing: Health plan, gym memberships, mental health support

Growth: We invest in your future with [courses, mentorship, promotions]

Culture: Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

Benefits and Perks

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

Authenticity of applications

We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration.

Equal Opportunities

We are a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview.

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team.

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

Accountability

• Supporting the maintenance of configuration management and service catalogue processes, policies, and standards in line with ITIL best practice
• Assisting in the design, creation, and management of the CMDB, ensuring it reflects our IT infrastructure, applications, and service dependencies
• Capturing, validating, and updating configuration item (CI) data and relationships, working closely with technical teams
• Using discovery tools, integrations, and manual checks to maintain accurate and complete configuration data
• Managing and facilitating the lifecycle of key configuration items, including SSL certificates, software assets, and contracts – tracking expirations, renewals, and ensuring up-to-date records
• Participating in regular audits and reconciliations to ensure data integrity
• Helping to maintain and update the IT Service Catalogue, ensuring accurate descriptions of live services, ownership, SLAs, and support routes
• Collaborating with service owners and product teams to review, update, and publish catalogue entries
• Supporting the integration of the Service Catalogue with our self-service portal, making it easier for colleagues to access IT services
• Producing regular reports and insights on configuration and catalogue data to support change, incident, and risk management
• Providing guidance to both technical implementation and service management teams on configuration management activity and CMDB good practice, to support the ongoing maturity of our ITSM capability
• Promote the availability of the CMDB to ensure that it is understood and integrated into IT activities as part of “business as usual”, technical change, and service transition activities
• Supporting other key service management processes, including incident, problem, and change management, as required

Your work will help us maintain a clear picture of our IT estate, strengthen governance, and support change and incident management – all so that we can continue to deliver a stable, secure and user-focused technology service to everyone at the Financial Ombudsman Service.