Service Assurance Analyst

Lockton; Greater London; On-site; GBP 42,000 - 66,000; Full time

Job summary

Lockton is seeking an IT Service Assurance Analyst in London to maintain quality and governance of ITSM processes and CMDB data. The role supports the Service Design & Transition Manager to ensure smooth BAU transitions for new and changed services while safeguarding documentation and intranet sites.

The role also coordinates technology audit actions, tracks remediation, and ensures completion within agreed timescales, with a focus on knowledge management and continuous improvement across the

Qualifications

• Experience working within an IT Service Management (ITSM) environment.
• Experience administering or supporting ServiceNow, particularly CMDB processes.
• Understanding of ITIL principles and service lifecycle management.
• Strong organisational and administrative skills with excellent attention to detail.
• Experience maintaining documentation, knowledge bases, or intranet sites.
• Ability to manage multiple priorities and coordinate activities across teams.
• Strong written and verbal communication skills.
• Good analytical and reporting.

Responsibilities

• Maintain ServiceNow CMDB and related documentation.
• Coordinate and oversee technology audit actions.
• Support Service Design & Transition Manager for BAU transitions.
• Maintain Technology intranet sites and knowledge bases.
• Promote effective knowledge management practices across Technology.
• Provide audit & governance reporting and drive improvements.

Skills

ITSM experience

ServiceNow CMDB

ITIL knowledge

Strong communication

Documentation skills

Multi-team coordination

Reporting skills

Attention to detail

Education

ITIL Foundation certification

ServiceNow Certified System Administrator

ServiceNow CMDB certification

Tools

SharePoint Online

Power BI

Job description

Your Responsibilities

The Technology Team are hiring - we have an opportunity for an IT Service Assurance Analyst to be responsible for maintaining the quality, accuracy, and governance of key IT Service Management processes and information repositories. The role will support the Service Design & Transition Manager in ensuring that new and changed services are successfully transitioned into Business as Usual (BAU) support, while maintaining the integrity of the ServiceNow Configuration Management Database (CMDB), Technology intranet sites, and service documentation.

Your Responsibilities

The Technology Team are hiring - we have an opportunity for an IT Service Assurance Analyst to be responsible for maintaining the quality, accuracy, and governance of key IT Service Management processes and information repositories. The role will support the Service Design & Transition Manager in ensuring that new and changed services are successfully transitioned into Business as Usual (BAU) support, while maintaining the integrity of the ServiceNow Configuration Management Database (CMDB), Technology intranet sites, and service documentation.

The role also provides coordination and oversight of technology audit actions, ensuring remediation activities are tracked, managed, and completed within agreed timescales.

Key responsibilities include:

• ServiceNow CMDB management
• Supporting service transition & service assurance
• Maintaining the Technology Intranet
• Promoting effect knowledge management practises across the Technology function
• Audit & governance
• Reporting & continuous improvement

Qualifications

It is essential that you have the following:

• Experience working within an IT Service Management (ITSM) environment.
• Experience administering or supporting ServiceNow, particularly CMDB processes.
• Understanding of ITIL principles and service lifecycle management.
• Strong organisational and administrative skills with excellent attention to detail.
• Experience maintaining documentation, knowledge bases, or intranet sites.
• Ability to manage multiple priorities and coordinate activities across teams.
• Strong written and verbal communication skills.
• Good analytical and reporting

Desirable skills:

• Experience supporting Service Design & Transition activities.
• Experience coordinating audit, compliance, or risk management activities.
• Knowledge of Configuration Management and Service Asset Management best practices.
• Experience using SharePoint Online and Power BI.
• ITIL Foundation certification.
• ServiceNow Certified System Administrator or ServiceNow CMDB-related certification.