Servicenow Configuration Analyst

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. 

Job Description

• Maintain and govern the Configuration Management Database (CMDB), ensuring adherence to company policies, processes, industry standards, and best practices.
• Support the Configuration Manager in implementing Configuration Item (CI) lifecycle strategies and collaborating with Supplier Management, IT Request teams, and other IT functions.
• Ensure the accuracy, completeness, and ongoing maintenance of CMDB data, including validation of discovered and manually managed configuration items.
• Partner with Discovery Analysts to ensure effective discovery, management, and tracking of configuration items across the technology estate.
• Produce and maintain KPI dashboards, management reports, and ad hoc analysis to support operational and strategic decision-making.
• Conduct periodic hardware and software audits, reconciling asset data against CMDB records and driving issue resolution where discrepancies are identified.
• Support IT Asset Management (ITAM) projects by coordinating with internal teams and suppliers, gathering required data, and monitoring project deliverables.
• Maintain and continuously improve CMDB documentation, operational procedures, standards, and governance processes.
• Identify risks, issues, and opportunities for improvement, escalating where appropriate and supporting resolution activities.
• Promote Configuration Management best practices through stakeholder engagement, training sessions, and workshops across IT and business teams.

What You'll Bring

• 2+ years of experience working with ITSM tools, preferably ServiceNow.
• Strong Excel skills, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, reporting, and automation capabilities.
• Experience with Power BI or Tableau is advantageous.
• Strong analytical skills with excellent attention to detail and the ability to identify, investigate, and resolve data quality issues.
• Experience producing accurate reporting and presenting insights that support business decisions.
• Understanding of ITIL Service Management processes, particularly Configuration Management, IT Asset Management, Incident Management, Problem Management, and Change Management.
• Experience working with CMDB platforms, discovery tools, and Software Asset Management (SAM) technologies.
• Knowledge of hardware and software asset lifecycle management and governance practices.

Qualifications

• Graduate
• ITIL v4 Foundations Certificated  

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

Life at Experian

• Support for every family: Maternity, paternity and adoption leave for all parents, plus subsidised childcare for all employees.
• Care when it matters most: Employee Assistance Program, Mental Health First Aiders, and compassionate and domestic violence leave.
• Flexibility that fits your life: Flexible work arrangements, with generous annual, sick and family care leave.
• A community where you belong: Employee Resource Groups, paid volunteer leave and recognition through our One Experian program.
• Growth at every stage: Career mentoring, Harvard Manage Mentor, Experian University and e-learning platforms.

Experian Careers - Creating a better tomorrow together

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