The IT Service Management team supports a national public sector IT estate and is responsible for the Configuration Management Database and ITIL process standards across multiple business units. This role exists to keep the CMDB accurate and to translate ITIL processes into maintainable documentation and BPMN flow diagrams, using tools such as Omnitracker, SharePoint, Power BI and MS SQL Server.
The mission
The project maintains a single enterprise CMDB that feeds incident, change and asset reports for roughly 20 IT teams, with regular reconciliation cycles and cross-team integrations. The current workstream focuses on strengthening data quality, formalising process workflows in BPMN, and improving visibility through Power BI dashboards.
As a CMDB and ITIL Process Documentation Specialist, you will own the lifecycle of configuration items and the canonical process documentation for Incident, Problem, Change, Release and Configuration Management. Day-to-day you will run CMDB audits, author BPMN process models and SOPs in Visio, operate integrations with Omnitracker and document outputs in the Document Management System. Your outputs will be used by service desks, change boards and reporting teams.
Your responsibilities
- Maintain CMDB data integrity and completeness, resolving discrepancies so downstream reports and automations remain reliable.
- Produce and maintain ITIL process documentation and BPMN diagrams that enable consistent execution by 20+ IT teams.
- Audit and reconcile configuration items against source systems, and implement corrective actions with service owners.
- Deliver operational artefacts, including SOPs, training materials and user guides on SharePoint and the Document Management System.
- Build and hand over Power BI reports and MS SQL Server queries that track process KPIs and CMDB health metrics.
- Train and support IT staff and stakeholders to ensure documented processes are adopted and followed.
Your profile
Essential skills
- 5+ years of experience in IT Service Management with a focus on CMDB and ITIL process documentation.
- Proven ability to model processes in BPMN and produce clear Visio diagrams and SOPs.
- Hands-on experience with configuration management tools and CMDB maintenance workflows.
- Practical use of Omnitracker, SharePoint, Power BI and MS SQL Server to store, visualise and report CMDB data.
- Strong technical writing skills, attention to detail and the ability to translate stakeholder interviews into executable process documentation.
- ITIL Foundation certification required.
Education
- Bachelor's degree in Information Technology, Computer Science or equivalent professional experience.
Additional notes: the assignment runs on a fixed budget for 2025 and may be extended under the programme rules.