IT Service Asset & Configuration Lead

Job summary

We are currently seeking an IT Service Asset & Configuration Lead to join the Tech IT Service Management team.

The IT Service Asset & Configuration Lead ensures that accurate configuration data is available to support key IT Service Management (ITSM) processes including Change, Incident, Problem and Release Management. Acting as the organisational subject matter expert, they will drive adoption of Service Asset & Configuration Management (SACM) standards across internal teams and suppliers, improving service reliability, risk management and decision-making capability.

Job description

• Design, implement and manage the ServiceNow Configuration Management Database (CMDB) using automated discovery and manual service mapping techniques.
• Develop and maintain SACM policies, standards and processes, ensuring alignment with ITIL best practice.
• Ensure completeness, accuracy and integrity of configuration and asset data within the CMDB.
• Conduct regular audits, verification and reporting of Configuration Items (CIs) to maintain data quality.
• Support ITSM processes by enabling impact analysis, incident resolution, problem management and release planning through accurate CMDB data.
• Identify gaps in configuration data and implement corrective actions.
• Engage and influence stakeholders to drive adoption of SACM practices and standards.
• Ensure appropriate governance, controls and compliance with SACM policies.

The Service Asset & Configuration Lead operates with a high degree of autonomy as the organisation’s expert in SACM. The role is pivotal in establishing a robust CMDB capability that underpins effective IT Service Management.

CMDB Design and Delivery

• Design and deliver a scalable CMDB aligned to business and technical requirements
• Define scope, depth and structure of configuration data and relationships
• Implement ServiceNow CMDB using discovery tools and service mapping
• Establish phased implementation and continuous improvement roadmap

SACM Governance and Process Management

• Define, implement and maintain SACM policies, standards and procedures
• Ensure alignment with ITIL Service Transition and Service Operation practices
• Drive adherence to agreed processes across internal teams and suppliers
• Establish and monitor internal controls for configuration governance

Data Quality and Assurance

• Plan and execute population of asset register and CMDB
• Perform regular audits, validation and reconciliation of CIs
• Identify and rectify inaccuracies, duplication or missing configuration data
• Define and monitor data quality metrics and reporting

Lifecycle Management

• Ensure all Configuration Items are tracked throughout their lifecycle
• Work with lifecycle and service owners to maintain CI status (hardware, software, applications)
• Ensure new and changed assets are accurately recorded during release and change activities

ITSM Integration

• Enable Change Management with accurate impact and risk assessment
• Support Incident Management with targeted CI-based communication and resolution
• Facilitate Problem Management through linkage of known errors to CIs
• Support Release Management by ensuring correct CI creation and updates

Stakeholder Management and Leadership

• Engage with technical teams, suppliers and stakeholders to promote CMDB value
• Influence adoption of SACM practices and standards
• Provide expert advice and guidance on configuration management
• Act as escalation point for SACM-related issues and non-compliance

Continuous Improvement

• Identify opportunities to improve SACM capability and maturity
• Lead initiatives to enhance CMDB accuracy, automation and usability
• Support wider IT service transformation and Service Integration and Management (SIAM) environments where applicable

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Person specification

Essential Criteria

• ITIL qualification or substantial experience in IT Service Management with a focus on SACM
• Experience working with ServiceNow CMDB and associated data models (e.g. CSDM) or ability to quickly develop expertise
• Strong technical understanding of systems, infrastructure, applications and service relationships
• Proven stakeholder engagement and influencing skills across a diverse environment
• Strong ownership mindset with proactive problem-solving and delivery focus

Desirable Criteria

• Experience working in SIAM or multi-supplier environments
• Experience with service mapping and dependency modelling
• Experience defining and managing CMDB data quality standards
• Knowledge of related ITIL processes (Change, Incident, Problem Management)
• Experience supporting service transformation or continuous improvement initiatives

Benefits

Alongside your salary of £56,185, UK Health Security Agency contributes

£16,276 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all. 

• Please visit our careers site for more information: UKHSA Hub , Civil Service Careers
• Things you need to know
• Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles Success Profiles - GOV.UK and will assess your Behaviours, Experience and Technical Skills.

Stage 1: Application & Sift

At sift stage you will be assessed against the 5 Essential Criteria listed in this job advert. You will be required to complete:

• An Application Form (‘Employer/Activity history’ section on the application)
• A 1000 word Supporting Statement - do not exceed 1000 words as we will not consider any words over and above this number

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the 5 Essential Criteria listed in this advert.

You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV – please note you will not be able to upload or email us your CV. Please complete the application form in as much detail as possible.

Longlisting

In the event of a large number of applications, we may longlist into 3 piles of:

• Meets all Essential Criteria
• Meets some Essential Criteria
• Meets no Essential Criteria

Only 'Meets all Essential Criteria' will progress to Shortlisting.

Shortlisting

In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:

• ITIL qualification or substantial experience in IT Service Management with a focus on SACM

Desirable criteria may be used in the event of a large number of applications/successful candidates.

If you are successful at this stage, you will progress to interview and assessment.

Feedback will not be provided at this stage.

Stage 2: Interview

You will be invited to a single face-to-face interview at our core HQ in London Canary Wharf, 10 South Colonnade, London E14 4PU.

Interview date(s) to be confirmed.

Behaviours and Technical Skills will be tested at interview.

The Behaviours being tested at interview stage will be:

• Managing a Quality Service - Lead Behaviour
• Delivering at Pace
• Making Effective Decisions

You will be asked to prepare a 10-minute presentation based on the following to assess your Technical Skills:

• Describe a time where you engaged and influenced stakeholders to understand and realise the value of configuration management or CMDB capabilities? What approach did you take and what was the outcome?

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Incident Response Activity

From time to time, the role holder may be required to support UKHSA’s incident response activity by contributing their appropriate expertise within an Incident Cell; during such periods, supported by the line manager, this work will take priority over normal day-to-day responsibilities, commensurate with their grade, skills and experience.

Qualifications and Registrations

For roles where specific qualifications or registrations are required, successful applicants will be asked to provide appropriate evidence. Employment cannot commence until satisfactory documentation has been received and verified.

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).

• Salary Information
• Civil Service: Grade 7
• Grade 7 Inner: £60,494 - £70,566
• Grade 7 Outer: £58,340 - £68,574
• Grade 7 National: £56,185 - £66,581
• Per annum, pro-rata

Please be aware that the salary is based on the office location.

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Location

This role is being offered as hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London).

Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

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