Data Quality & Knowledge Analyst

We’re looking for a highly skilled Data Quality & Knowledge Analyst to join our team, reporting directly to the Associate Director, Optimisation & Platforms.

In this role, you’ll be instrumental in ensuring the ServiceNow platform maintains accurate, high‑quality, and AI‑ready data.

You will have dual accountability for cleansing and optimising both the Configuration Management Database (CMDB) and Knowledge Management repositories, as well as designing and maintaining ServiceNow reports and dashboards that provide clear, reliable insights for operational and leadership decision‑making.

This foundational work is critical to our AI implementation roadmap, enabling intelligent automation, improved search accuracy, meaningful reporting, and enhanced customer self‑service capabilities.

A key focus will be on addressing data, knowledge, and reporting quality to improve operational efficiency, ensure reliable billing, and streamline event management across the business.

KEY CHANGES:

• Updated accountability for CMDB, Reporting, and Knowledge Management explicit and emphasised
• Added specific business outcomes: AI implementation roadmap, intelligent automation, improved search accuracy, enhanced customer self-service
• Strengthened the connection between data quality work and AI capabilities
• 
  
  • Task Management: Complete assigned tasks accurately, on time, and with high attention to detail
    
  • CMDB Data Cleansing & Normalisation: Review and update Configuration Items (CIs) to ensure accuracy, completeness, and compliance with data standards. Identify and remediate duplicate, orphaned, or stale CMDB records
    
  • CI Relationship Validation: Verify and correct relationships between Configuration Items to ensure accurate service dependencies and impact analysis capabilities
    
  • Data Standardisation for AI: Apply consistent naming conventions, attributes, and classifications across CMDB items and knowledge articles to support AI model training and natural language processing requirements
    
  • Knowledge Article Lifecycle Management: Conduct regular audits of knowledge articles, retiring obsolete content, merging duplicates, and enriching articles with structured metadata (tags, categories, keywords) optimised for AI-powered search and recommendations
    
  • Knowledge Management: Ensure knowledge articles are accurate, well-categorised, and up-to-date. This includes inactivating obsolete information and structuring content with tagging, metadata, and taxonomy to support AI consumption and searchability
    
  • ServiceNow Reporting & Dashboarding: Design, build, and maintain reports and dashboards in ServiceNow to support data visibility and decision-making. Assist stakeholders with self-service reporting capabilities and provide guidance on best practices for dashboard design, performance optimisation, and effective data visualisation
    
  • Documentation: Maintain clear and effective procedural documentation
    
  • Reporting & Governance: Provide regular updates to a governance forum on progress and challenges, with a focus on how improvements support AI readiness and long-term governance standards
    
  • Stakeholder Engagement: Collaborate effectively with stakeholders and hold them accountable for providing timely responses
    
  Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles
  
  AI Data Preparation Accountabilities:
  
  • Prepare CMDB and Knowledge repositories for AI-powered features including Virtual Agent, Predictive Intelligence, and AI Search
    
  • Ensure data quality meets minimum thresholds for AI model training (completeness, consistency, accuracy)
    
  • Collaborate with the AI implementation team to identify and remediate data gaps that could impact AI effectiveness
    
  • Apply taxonomy and metadata frameworks that enable machine learning models to understand context and relationships
    
    PREFERRED QUALIFICATIONS
    • Strong understanding of taxonomy, metadata, and categorisation for structuring CMDB records and knowledge articles
      
    • Familiarity with CMDB best practices and data governance frameworks
      
    • Experience reconciling ServiceNow CMDB with external sources
      
    • Experience with ServiceNow Performance Analytics and advanced reporting features (scheduled reports, report sharing, interactive filters)
      
    • Familiarity with ServiceNow CMDB Health dashboards and data quality assessment tools
      
    • Knowledge of AI data requirements (structured vs unstructured data, metadata schemas, training dataset preparation)
      
    • Experience with ServiceNow Knowledge Management metrics (article usage, search analytics, deflection rates)
      
    • Knowledge of IT Service Management (ITSM) processes
      
    • Experience supporting AI-powered ServiceNow features