ITSM CMDB & Service 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

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.