Analyst-CMDB ITIL

Qualifications :

Role: CMDB - ITIL Analyst 

Location: Hyderabad India 

Expected Hours: PST hours (AM into Early Afternoon) 

Team: I&O Technology Support Services ITSM Team 

Reports To: CMDB & HAM Process Manager 

Role Overview 

The CMDB & HAM Analyst is responsible for supporting the execution and operational maturity of the Configuration Management Database (CMDB) and Hardware Asset Management (HAM) processes within a global ITSM environment. This role ensures data accuracy lifecycle management and compliance through structured execution monitoring and continuous improvement. Working closely with the CMDB & HAM Process Manager and cross-functional teams the role supports data governance audit readiness and process adherence while helping maintain a trusted system of record across the enterprise. 

Key Responsibilities 

• Support execution of CMDB and HAM processes ensuring adherence to defined standards and governance. 

• Maintain CMDB data accuracy completeness and integrity through validation and reconciliation activities. 

• Support hardware asset lifecycle activities including procurement deployment tracking and disposal. 

• Assist in software asset tracking and alignment with SAM requirements. 

• Monitor and report on CMDB and HAM KPIs trends and data quality metrics. 

• Identify data discrepancies compliance gaps and support remediation efforts. 

• Ensure alignment between CMDB HAM Incident Change Release and Problem processes. 

• Support audit activities including data certification and physical inventory validation. 

• Work with ServiceNow teams to support discovery automation and reporting enhancements. 

• Assist in maintaining documentation standards and process artifacts. 

• Highlight gaps or areas where improvement or automation are possible.   

Required Knowledge & Skills 

• Strong knowledge of CMDB and Hardware Asset Management concepts within ITIL frameworks. 

• Hands-on experience with ServiceNow CMDB and HAM modules. 

• Understanding of data governance data quality and configuration management principles. 

• Strong analytical and problem-solving skills with attention to detail. 

• Ability to manage data accuracy in complex environments. 

• Strong communication and coordination skills. 

• Able to enforce governing policies and / or escalate when necessary. 

• Able to manage and organize audits and audit requirements. 

Qualifications 

• Bachelors degree in Information Technology Computer Science or related field or equivalent practical experience. 

• 6 years of experience with CMDB & HAM processes in an enterprise ITIL-based or equivalent IT Service Management processes  

• 8 years of hands-on experience with ServiceNow in an enterprise environment. 

• ITIL v3 or ITIL 4 certification required. 

Preferred Qualifications & Skills 

• Experience supporting audits compliance or data certification activities. 

• Exposure to asset discovery tools and automated reconciliation. 

• Experience with reporting tools such as ServiceNow PowerBI or similar. 

• Knowledge of SAM tools such as Flexera or equivalent. 

• Experience supporting continuous improvement initiatives. 

• Experience in setting up inventory audit and metric guidelines. 

Remote Work :

No

Employment Type :

Full-time