ITSM Configuration and Service Catalogue Analyst

Senior ITSM Configuration & Service Catalogue Analyst

Location: Wakefield, West Yorkshire - Hybrid Working

Rate: Band 6/7: £202.31 - £294.02 per day, in scope

Contract: 3-6 Month Contract (poss ext)

Sector: Public Sector/Healthcare

Reporting To: Service Delivery Manager

We are seeking an experienced Senior ITSM Configuration & Service Catalogue Analyst to support a major IT Service Management improvement programme within a large, complex organisation.This is a hands-on delivery role focused on developing a robust Configuration Management Database (CMDB), Service Catalogue and Request Catalogue capability. Working closely with the Service Delivery Manager, you will help transform fragmented service and asset information into structured, validated and implementation-ready data.
You'll work with technical, operational and business stakeholders to identify services, dependencies, ownership and support arrangements, helping establish the foundations for improved service management and operational resilience.

CMDB Development

• Develop and populate configuration item (CI) structures and relationships.
• Cleanse, validate and reconcile existing configuration records.
• Support the preparation of migration-ready CMDB data.
• Produce service maps showing key technology and operational dependencies.

Service & Request Catalogue Development

• Document service definitions, offerings, owners, support models and dependencies.
• Define user-focused request catalogue items and fulfilment workflows.
• Document approvals, fulfilment processes and service level requirements.
• Help establish practical and measurable service standards.

ITSM Implementation Support

• Produce implementation-ready documentation, data templates and user stories.
• Support testing, data migration and defect resolution activities.
• Work with implementation teams and suppliers to ensure solutions align with agreed requirements.
• Deliver handover documentation and prioritised backlog items for future development.

Essential

• Significant hands-on experience implementing or improving CMDB and Service Catalogue capabilities.
• Proven experience supporting large-scale ITSM implementation, migration or service improvement programmes.
• Experience gathering requirements and taking work through discovery, documentation, validation, testing and implementation.
• Strong understanding of ITIL Service Management, Configuration Management and Service Modelling.
• Experience creating service maps, CI models, service records and catalogue workflows.
• Excellent stakeholder engagement and communication skills.
• Advanced data analysis, spreadsheet and documentation skills.

Desirable

• Experience with ITSM platforms such as HaloITSM, ServiceNow, BMC Helix, Freshservice, ManageEngine or similar.
• Experience supporting data migration and testing activities.
• Experience working alongside ITSM implementation partners or suppliers.
• Previous experience within the NHS, healthcare, emergency services, government or other regulated environments.

Why Apply?This is an excellent opportunity to play a key role in a high-profile ITSM transformation programme, helping to establish the foundations for effective service management, improved operational resilience and better user experience across a complex organisation.Apply today if you have a proven track record in CMDB development, Service Catalogue design and ITSM implementation support.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.