About the Job
The Service Assurance Analyst plays a key operational role in ensuring the accuracy and quality of Connectivity-related data within the Configuration Management Database (CMDB). This role serves as the primary contact for all CMDB change submissions involving network circuits, communication devices, PABX systems, SIM cards, and other connectivity components. The analyst will collaborate with project teams, support teams, suppliers, and configuration quality teams to maintain data integrity and support smooth onboarding of devices into the CMDB.
Job Responsibilities
- Act as the front-line contact for all CMDB change requests and initial configuration queries related to Connectivity services.
- Create, review, and submit configuration change requests according to established CMDB and ITIL Configuration Management standards.
- Coordinate with requestors (Project Managers, Support Teams, Suppliers, etc.) to verify data accuracy before submission.
- Raise incidents and communicate with the internal Configuration Team when required.
- Route CMDB-related questions to the relevant Configuration Managers or ITIL Analysts.
- Liaise with Configuration Item (CI) owners to resolve issues and ensure timely approvals.
- Monitor and respond to all incoming queries quickly and efficiently.
- Perform proactive CMDB data quality checks and raise correction requests where gaps are identified.
- Support automation testing activities and conduct initial investigations on automation fallouts.
- Prepare and deliver weekly reports on configuration change request volume, progress, and trends.
- Collaborate effectively with global or cross-regional virtual teams.
Job Requirements
- 58 years of experience in corporate IT operations.
- Hands-on experience with ITIL Configuration Management processes.
- Practical experience using ServiceNow CMDB or similar ITSM/CMDB platforms.
- Basic understanding of networking concepts and connectivity devices (advantage).
- Strong proficiency in Microsoft Excel.
- Excellent analytical, problem-solving, and data validation skills.
- Ability to work in a global virtual team environment.
- Strong verbal and written communication skills.
- High attention to detail, accuracy, and quality.
- Proactive, self-driven, and able to manage multiple priorities efficiently.
