Collibra Support Project

Collibra support for a Financial Client

Client Problem:
A global financial institution relied on Collibra for data governance but struggled with overdue upgrades, unstable workflows, inconsistent scanner coverage, and manual admin tasks. Audit requests (SOX/privacy) required time-consuming evidence gathering, adoption lagged across lines of business, and lineage imports were error-prone. The client needed a stable, supported platform with clear SLAs, enhanced workflows, and measurable adoption.

Steps to Solve the Problem:

• Assessment & Stabilization:

Health check, permissions/roles review, backlog triage, and performance tuning. Planned and executed Collibra version upgrade with rollback strategy.

Hardened SSO/SCIM, groups, and entitlements aligned to least-privilege.

• Operating Model & SLAs:

Defined steward/admin responsibilities, request queues, and escalation paths.

Established incident/change SLAs, release cadence, and maintenance windows.

• Catalog & Scanners:

Rationalized domains/communities; configured Edge/scanners with schedules and coverage KPIs.

Enabled classifications for PII/sensitivity and standardized curation templates.

• Workflows & Automation:

Refactored BPMN for access approvals, certification/attestation, onboarding, and issue management.

Added notifications, timers, escalations, and evidence capture for audit.

• Lineage & Integrations:

Stabilized lineage imports from SQL/dbt/ETL; improved stitching rules and validations.

Integrated with ServiceNow/Jira for requests and with quality tools for issue sync.

• Observability & Runbooks:

Dashboards for adoption, failures, and scan coverage; alerting for SLA breaches.

Created admin/runbooks, DR procedures, and playbooks for common incidents.

• Training & Adoption:

Role-based enablement for stewards/requesters; office hours and comms toolkit.

Agreed adoption KPIs and published monthly operational reports.

How We Achieved Success:

• Compliance & Reliability:

Upgraded, monitored platform with complete audit trails; faster evidence for SOX/privacy audits.

Stabilized workflows and scanners improved success rates and reduced exceptions.

• Efficiency & Adoption:

Median approval time cut significantly; self-service catalog and Marketplace usage increased.

Automation reduced manual admin tasks; clearer ownership and SLA visibility.

• Scale & Reuse:

Reusable onboarding patterns accelerated new domain rollouts across business units.

Runbooks and continuous improvement cycle kept enhancements predictable and measurable.

By providing managed support and targeted enhancements, we turned Collibra into a dependable, auditable, and widely adopted governance platform for the client.