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Configuration and Catalogue analyst

Join a team where Purpose is at the heart of everything we do, Ambition drives us to be the best we can be, Respect shapes our culture and Trust builds our foundation.

We're not just hiring — we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.

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

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

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:

• 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

Let’s Make This Easy.
Apply in a few minutes:

Please submit a copy of your CV by Midnight on Wednesday 28th October

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We are proud to be 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. Interviews may be conducted via video, telephone, or a panel Interview, with some vacancies requiring an online assessment to measure the minimum criteria

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. Please click on the link below to find out more

https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion

Don’t miss out be part of the journey and take advantage of this opportunity.

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. 

Join our community –This is a great opportunity to learn about the Financial Ombudsman and the work that we do. https://www.linkedin.com/groups/13155251/

Configuration and Catalogue analyst

Reporting to – IT Configuration and Catalogue Manager

Working hours – Full time is 35 hours a week. Where possible, we are open to considering part time/flexible working patterns. You’ll agree your working pattern with your manager.

About us

At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve thousands of disputes between consumers or small businesses and their financial service providers.

The Configuration and Catalogue Analyst plays a key role in supporting the management and integrity of our IT configuration management database (CMDB) and service catalogue, ensuring our IT services are accurately described, well governed, and easy to access.

As an IT Configuration and Catalogue Analyst, you will work closely with the IT Configuration and Catalogue Manager and technical teams to capture, validate, and maintain configuration data and catalogue entries. You will be responsible for ensuring the accuracy and completeness of configuration item (CI) records—including the identification, creation, and supporting record maintenance activities of critical items such as SSL certificates, software assets, and contracts—supporting audits and reconciliations, and producing insightful reports to inform decision-making and risk management by analysing CI relationships and dependency mapping.

You will support the ongoing development and maturity of our IT service management (ITSM) processes, promote ITIL configuration management and service catalogue best practice, and help colleagues across the organisation to find and request IT services efficiently via ongoing reviews of the ITSM service portfolio and Hornbill focussed customer feedback. You will also play a part in integrating and improving our self-service portal and provide guidance to stakeholders on configuration and catalogue matters.

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.

You’re Accountable For…

• 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 Experience Includes…

• 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

• Strong attention to detail and analytical skills, with experience supporting data quality and governance

• Confidence working with a range of technical and non-technical stakeholders

• Good communication skills and the ability to explain information clearly

• Experience in producing performance reporting, metrics and dashboards

It Would Be Great If You Also Have:

• ITIL v4/v5 Foundation level certification or higher

• Experience with CMDB creation, system integrations, discovery tools, or automation workflows