ITSM Configuration and Service Catalogue Analyst

Salary: £? - ? per year

Requirements:

• Significant hands-on experience implementing or improving CMDB and Service Catalogue capabilities.
• Proven experience supporting large-scale ITSM implementation, migration, or service improvement programmes.
• Experience gathering requirements and taking work through discovery, documentation, validation, testing, and implementation.
• Strong understanding of ITIL Service Management, Configuration Management, and Service Modelling.
• Experience creating service maps, CI models, service records, and catalogue workflows.
• Excellent stakeholder engagement and communication skills.
• Advanced data analysis, spreadsheet, and documentation skills.
• Experience with ITSM platforms such as HaloITSM, ServiceNow, BMC Helix, Freshservice, ManageEngine, or similar.
• Experience supporting data migration and testing activities.
• Experience working alongside ITSM implementation partners or suppliers.
• Previous experience within the NHS, healthcare, emergency services, government, or other regulated environments.

Responsibilities:

• Develop and populate configuration item structures and relationships.
• Cleanse, validate, and reconcile existing configuration records.
• Support the preparation of migration-ready CMDB data.
• Produce service maps showing key technology and operational dependencies.
• Document service definitions, offerings, owners, support models, and dependencies.
• Define user-focused request catalogue items and fulfilment workflows.
• Document approvals, fulfilment processes, and service level requirements.
• Help establish practical and measurable service standards.
• Produce implementation-ready documentation, data templates, and user stories.
• Support testing, data migration, and defect resolution activities.
• Work with implementation teams and suppliers to ensure solutions align with agreed requirements.
• Deliver handover documentation and prioritised backlog items for future development.

Technologies:

• CMDB
• Support
• ITIL
• ITSM
• ServiceNow
• DevOps

More:

We are seeking an experienced Senior ITSM Configuration & Service Catalogue Analyst to support a major IT Service Management improvement programme within a large, complex organisation. This is a hands-on delivery role focused on developing a robust Configuration Management Database (CMDB), Service Catalogue, and Request Catalogue capability. You will work closely with the Service Delivery Manager to transform fragmented service and asset information into structured, validated, and implementation-ready data. The role is based in Wakefield, West Yorkshire, with hybrid working, and is a 3-6 month contract within the public sector/healthcare environment. This is an excellent opportunity to play a key role in a high-profile ITSM transformation programme, helping to establish the foundations for effective service management, improved operational resilience, and a better user experience across a complex organisation.

last updated 32 week of 2026