Job Summary
The ServiceNow ITAM Specialist – CMDB & HAM (L3) is responsible for architecting, implementing, administering, and optimizing ServiceNow CMDB and Hardware Asset Management (HAM) solutions. The role focuses on CMDB governance, asset lifecycle management, discovery integration, data quality management, automation, and continuous service improvement. The individual will act as a Subject Matter Expert (SME), provide L3 technical support, and collaborate with infrastructure, security, operations, procurement, and business stakeholders to ensure accurate asset and configuration data across the organization.
Key Responsibilities
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
CMDB Administration & Governance Lead the administration and governance of the ServiceNow CMDB. Configure and maintain CI classes, relationships, attributes, and lifecycle processes. Ensure CMDB data accuracy, integrity, completeness, and compliance. Implement and maintain Identification and Reconciliation Engine (IRE) rules. Define and enforce CMDB governance standards, policies, and procedures. Lead CMDB health assessments and remediation initiatives. Design and maintain CSDM-compliant data models. Support Service Mapping and dependency mapping initiatives. Hardware Asset Management (HAM) Manage the end-to-end hardware asset lifecycle, including procurement, receipt, deployment, transfer, maintenance, refresh, and disposal. Configure and optimize ServiceNow HAM processes and workflows. Ensure accurate asset inventory and ownership records. Perform asset reconciliation and audit activities. Monitor hardware asset utilization and recommend optimization opportunities. Collaborate with procurement and finance teams on asset-related processes. Ensure compliance with organizational and audit requirements. Discovery, Integrations & Automation Manage and optimize ServiceNow Discovery schedules and configurations. Integrate ServiceNow with SCCM, Microsoft Intune, Active Directory, Azure, AWS, and other enterprise tools. Troubleshoot discovery issues and CI population discrepancies. Automate asset and configuration management processes using Flow Designer and Integration Hub. Support API-based integrations and data synchronization activities. Drive automation initiatives to improve operational efficiency and data quality. Platform Administration & Technical Leadership Provide L3 support for complex CMDB and HAM incidents and problems. Design and implement scalable CMDB and HAM solutions. Configure business rules, workflows, UI policies, client scripts, and Flow Designer solutions. Participate in platform upgrades, patching, testing, and release activities. Review and enhance existing ServiceNow architecture and processes. Mentor L1 and L2 support teams and provide technical guidance. Audit, Risk & Compliance Support internal and external audits related to asset and configuration management. Ensure compliance with IT Asset Management and Configuration Management standards. Develop audit reports and compliance dashboards. Identify and mitigate risks related to asset tracking and CMDB data quality. Maintain standard operating procedures (SOPs) and governance documentation. Reporting & Analytics Develop dashboards and reports for CMDB health, asset lifecycle, compliance, and inventory metrics. Track KPIs related to asset accuracy, discovery coverage, and data quality. Analyze trends and provide recommendations for continuous
Other Requirements
- Strong hands-on experience with ServiceNow CMDB and Hardware Asset Management (HAM Pro).
- Expertise in ServiceNow Discovery, Service Mapping, and CSDM.
- Experience with Identification & Reconciliation Engine (IRE) and Data Certification.
- Strong understanding of Configuration Management and IT Asset Management processes.
- Experience integrating ServiceNow with SCCM, Intune, Active Directory, Azure, AWS, and enterprise monitoring tools.
- Knowledge of ServiceNow Flow Designer, Integration Hub, and Workflow configurations.
- Experience in CMDB health monitoring, CI lifecycle management, and governance.
- Strong understanding of ITIL best practices and Service Management processes.
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- ServiceNow scripting experience (JavaScript, Glide APIs).
- Experience with Service Graph Connectors.
- Knowledge of cloud asset management and hybrid infrastructure environments.
- Familiarity with Agile, DevOps, and automation frameworks.
- Understanding of financial and procurement processes related to asset management.
Educational Qualification
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – Discovery
- ServiceNow Certified Implementation Specialist – Hardware Asset Management (CIS-HAM)
- ServiceNow Certified Application Developer (CAD)
- ITIL Foundation Certification
- ServiceNow Certified Technical Architect (Preferred)