Senior Service Analyst (Configuration & Change)

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

As part of the Cubic Transportation Service Team, the Senior Service Analyst (Configuration & Change) is responsible for Configuration Management and supporting Change Management processes. The primary focus of this role is to ensure Configuration Item (CI) records are accurately maintained throughout their lifecycle, safeguarding the integrity of the Configuration Management Database (CMDB) and federated CMS solutions. These systems enable Cubic operational teams to deliver exceptional service to high-profile and demanding clients.

The Analyst will work closely with the Change Management function to ensure seamless integration between both areas. This position requires strong knowledge and hands-on experience with ITIL processes, particularly Configuration Management.

Essential Job Duties and Responsibilities:

• Operate and maintain the federated CMS, ensuring accurate identification and tracking of all CIs, including discoverable and non-discoverable items.
• Maintain and update CI records promptly, including status, location, and relationships within the CMS.
• Support change and configuration management activities, ensuring changes to CIs are captured and reflected in records.
• Perform regular audits and technical housekeeping to verify CI data accuracy and initiate corrective actions.
• Monitor and investigate discrepancies or unapproved changes in CMDB data, resolving issues with technical SMEs as needed.
• Generate and analyse reports for KPIs, trends, and compliance, providing insights and solutions to stakeholders.
• Develop and maintain configuration and change management plans, policies, and procedures, ensuring governance and compliance.
• Provide reporting and presentations to internal and external clients, including end-of-period and ad hoc updates.
• Build strong relationships with stakeholders, offering guidance and support for configuration and change processes.
• Ensure compliance with quality, health, safety, environment, and security policies, meeting SLAs and improving CI data integrity.

Minimum Job Requirements:

Skills knowledge and experience:

• Essential: Strong understanding of Configuration Management principles and ITIL processes.
• Experience with CMDB tools and federated CMS environments.
• Analytical skills for data interpretation and reporting.
• Excellent communication and stakeholder management skills.
• Ability to work collaboratively across technical and business teams.
• Proven track record of independently identifying problems and implementing appropriate solutions.
• Excellent oral and written communication skills, technical writing experience, and an ability to perform oral presentations.
• Experience gathering customer requirements.
• Process Documentation experience.
• Highly proficient user of MS Office, specifically advanced Excel capabilities.

Desirable:

• Prior knowledge of Cubic products and/or systems.
• Experience of working to ISO20000 standards.
• Experience of working with service level agreements.
• Experience of delivering workshops/training sessions.

Education and qualifications:

• Essential: Degree in Business, Science, IT or Engineering discipline or equivalent.
• Certification in ITIL Foundation.

Desirable:

• ITIL Capability Certificate in Release Control and Validation examination.

Personal Qualities:

• Strong interpersonal skills and an ability to build effective working relationships.
• Customer focused.
• Excellent attention to detail and desire to deliver exceptional service.
• Self-motivated, approachable, adaptable and able to work on their own or as part of a team.
• Strong Business Acumen.
• A natural curiosity and a passion for learning new skills. A continuous improvement mindset.
• Optimistic and upbeat personal manner.
• Proficient with and comprehensive knowledge of Microsoft Office and a basic understanding of Contracts.
• Candidate must be willing to work overtime and travel as needed to support program requirements.
• Ability to use good judgment and problem solving skills to identify and overcome roadblocks with established analytical skills.
• Confident and capable of dealing with stakeholders at all levels.
• Excellent time management skills.
• Organized with the ability to prioritise workload and meet deadlines in a fast-paced environment of constant change.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Worker Type: Employee