Application Lead - ServiceNow CMDB/CSDM

UK • Remote - £40,000 - £42,000 + benefits

(Internal Job Level Reference: Specialist)

Focus Group is one of the UK's fastest-growing technology services companies, generating £300m in revenue and employing 1,300 people across the business. Backed by Hg Capital and valued at $1bn following our 2024 investment round, we're scaling at pace, investing heavily in AI, and helping over 30,000 SME customers get the essential technology they need to grow.

We are looking for an Application Lead (ServiceNow CMDB) to take ownership of the strategic development, configuration, and optimisation of our ServiceNow platform. You’ll act as the subject matter expert for CMDB and CSDM, driving platform performance, data integrity, and continuous improvement while aligning closely with business goals and customer outcomes.

What you’ll do

• Own and deliver the roadmap for CMDB and CSDM, ensuring alignment with business and customer needs.
• Act as the technical authority for configuration data structure, classification, and integration across the organisation.
• Lead platform configuration, administration, and release management across BAU and project work.
• Design and optimise CMDB schema, data models, and workflows in line with best practice.
• Drive process efficiency through automation, performance optimisation, and use of out-of-the-box capabilities.
• Plan and execute release cycles, including upgrades, enhancements, testing, and documentation.
• Collaborate with stakeholders across business and technical teams to gather requirements and deliver scalable solutions.
• Act as the key liaison with ServiceNow partners and managed service providers.
• Support onboarding of new teams and acquisitions into the platform, ensuring smooth integration and adoption.

What you’ll bring

• Strong experience in ServiceNow platform administration, configuration, and release management.
• Deep expertise in CMDB, including schema design, data modelling, and governance.
• Solid understanding of CSDM principles and best practices.
• Experience designing and optimising enterprise workflows and platform performance.
• Strong stakeholder management skills, with the ability to translate technical concepts into business-friendly language.
• Experience managing third-party vendors and driving delivery outcomes.
• Analytical mindset with a focus on data architecture and continuous improvement.
• ServiceNow Certified System Administrator and Certified Implementation Specialist (Discovery).
• Good knowledge of ITIL and configuration management best practices.

Nice to have

• ServiceNow Certified Application Developer (CAD) or Technical Architect (CTA).
• Experience with ServiceNow ITOM suite.
• Background in platform performance tuning and optimisation.
• Experience in complex environments (e.g. telecoms, managed services, SaaS).
• Strong understanding of enterprise data architecture and modelling.