Job Summary
Role Summary We are seeking an L1 Engineer responsible for supporting Microsoft Intune device configuration management and maintaining accurate Configuration Management Database (CMDB) records in ServiceNow. The candidate will assist in device lifecycle management, configuration compliance monitoring, asset reconciliation, and CMDB data quality activities while adhering to established operational processes and SLAs.
Key Responsibilities
Microsoft Intune Administration • Monitor Microsoft Intune console for device compliance and configuration status. • Support deployment and troubleshooting of: • Configuration Profiles • Device Restrictions • Compliance Policies • Endpoint Security Policies • Application Assignments • Assist in device enrollment activities for: • Windows 10/11 • Mac OS • iOS/iPadOS
Skill Requirements
Primary: CMDB
Other Requirements
ServiceNow CMDB Administration • Maintain and update Configuration Item (CI) records within CMDB. • Validate data accuracy and completeness of hardware and software asset records. • Perform asset reconciliation and CMDB data quality checks. • Support CI creation, modification, retirement, and lifecycle management. • Assist in relationship mapping between Configuration Items. • Execute regular CMDB audits and identify missing or duplicate records. • Coordinate with infrastructure and application teams for CI validation. ITSM & Operational Activities • Handle incidents, service requests, and operational tasks within SLA. • Participate in change implementation activities related to endpoint management. • Maintain operational documentation and knowledge base articles. • Support reporting and governance reviews. • Follow ITIL-based incidents, change, and problem management processes. • Weekly/Monthly, Adhocs calls with customers. • Sharing correct and data driven reporting ________________________________________ Required Technical Skills Endpoint Management • Basic knowledge of Microsoft Intune. • Understanding of Windows 10/11 administration. • Knowledge of device enrollment and mobile device management concepts. • Familiarity with Microsoft Entra ID (Azure AD). ServiceNow • Understanding of CMDB concepts. • Experience in CI management and asset tracking. • Knowledge of ServiceNow ITSM modules. • Familiarity with asset lifecycle management. Operating Systems • Windows 10/11 • Basic knowledge of Mac OS, iOS and Android device management General Skills • ITIL Foundation knowledge preferred. • Strong analytical and troubleshooting skills. • Good communication and stakeholder management abilities. • Ability to work in a 24x7 support environment if required. ________________________________________ Preferred Certifications • Microsoft Certified: Endpoint Administrator Associate (MD-102) – Preferred • ITIL Foundation – Preferred • ServiceNow Fundamentals – Preferred ________________________________________ Educational Qualification • Bachelor\'s Degree in Computer Science, Information Technology, or related discipline. • Equivalent technical diploma with relevant experience may also be considered. ________________________________________ Key Performance Indicators (KPIs) • Device Compliance Rate • Intune Policy Deployment Success Rate • Incident SLA Adherence • CMDB Data Accuracy • Asset Reconciliation Completion • Ticket Resolution Quality and Timeliness • Maintaing all SLAs as per contract ________________________________________ Skill Cluster for PRF/RRF Primary Skill: Microsoft Intune Administration Secondary Skill: ServiceNow CMDB Administration Supporting Skills: • Microsoft Entra ID (Azure AD) • Windows Endpoint Management • IT Asset Management (ITAM) • ITSM / ServiceNow • Device Compliance & Security Policies • MDM/MAM Administration