Hybrid Senior ServiceNow Configuration Analyst

at Financial Conduct Authority

• Job title: Senior ServiceNow Configuration Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: £52,400 - £75,000 per year
• Degree requirement: Professional Certificate
• Tech skills: Cloud, ITSM, ServiceNow
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior ServiceNow Configuration Analyst managing CMDB process and supporting service delivery at FCA. Leading transformation efforts and mentoring junior colleagues in a hybrid work environment.

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

Requirements

• Demonstrated experience in designing and managing Configuration Management data models, service mapping and CMDB operations
• Hands-on experience working hands-on with ServiceNow CSDM & CMDB, including discovery, certification, deduplication and service mapping
• Prior experience contributing to Agile environments and problem-solving to support daily stand-ups and sprint goals
• A recognised qualification such as ITIL v4 or an equivalent professional certification
• Solid understanding of cloud infrastructure technologies and their role in supporting service delivery
• Experience in implementing or supporting governance controls to ensure data accuracy, with the ability to identify opportunities for process improvement and automation
• Proficiency in identifying and resolving data quality issues across Configuration Items (CIs)
• Excellent communication and stakeholder management skills, with the ability to build strong relationships and engage effectively with senior stakeholders, internal teams and external partners

Benefits

• 25 days annual leave plus bank holidays
• Hybrid model with up to 60% remote work
• Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
• Private healthcare with Bupa, income protection and 24/7 Employee Assistance
• 35 hours of paid volunteering annually
• A flexible benefits scheme designed around your lifestyle