Infra Managed Service Analyst

As an Application Tech Support Practitioner aligned to the ITAM practice, you will be the data-quality and lifecycle steward for the client’s Hardware Asset Management and Configuration Management Database estate on the Now Platform. Your typical day will involve executing Discovery and inventory reconciliation, maintaining asset and CI records, driving HAM workflow tickets (procurement → receive → deploy → maintain → retire → dispose), running CMDB Health remediation, and producing scheduled governance reports.

You will work under moderate supervision and own an assigned CI class group or hardware category as the SME to L1 and L3 teams.

HAM Execute the end-to-end hardware asset lifecycle on Service Now HAM/HAM Pro-on Order, In Stock, In Use, In Maintenance, Retired, Disposed states-for end-user devices, data center equipment, network gear, and consumables. Maintain  and  records: asset tags, serial numbers, ownership, location, cost-centre, depreciation, and warranty/lease attributes. Process and fulfil IMAC (Install, Move, Add, Change) tickets, hardware refresh/reclamation, transfer orders between stockrooms, and disposal orders with full audit-trail documentation.

Understand HAM / CMDB normalization concept-resolve unnormalized models, manufacturer aliases, and EOL/EOSL dates; drive normalization to ≥95% target. Perform scheduled and ad-hoc inventory audits (including Mobile Agent/barcode scanning); reconcile physical vs. system records and remediate ghost/missing assets. Track lease and warranty data, raise renewals 60-90 days in advance, and feed refresh planning into Procurement. Maintain stockroom, bundle, consumable, and model-category data per defined policy.

CMDB Maintain CI hygiene across CMDB CI classes within scope. Apply and tune Identification & Reconciliation Engine (IRE) rules-identification rules, reconciliation rules, data source precedence, and inclusion rules-for assigned CI classes; resolve duplicate-CI and overloaded-CI exceptions. Drive and configure CMDB Health remediation against Completeness, Compliance, and Correctness KPIs in CMDB Workspace; clear orphan/stale/duplicate CI failures before the failure threshold is reached.

Configure and process CI attestation, Data Certification, and CMDB Workspace Data Manager retirement/delete policies for stale CIs. Maintain CI relationships per the Common Service Data Model (CSDM 5.0)-Foundation, Ideation & Strategy, Design & Planning, Build & Integration, Service Delivery, Service Consumption, and Manage Portfolios domains. Build and schedule operational reports and Performance Analytics widgets covering CMDB Health %, Hardware Normalization %, Asset Refresh due, Stockroom inventory, and Audit findings.

3+ years of hands-on Service Now/others administration with at least 2 years on HAM and/or CMDB. Demonstrated working knowledge of HAM lifecycle states, asset/model/category data model, stockrooms, transfer orders, purchase orders, receiving slips, asset bundles, and disposal orders. Working knowledge of CMDB tables, CI classes, and CSDM concepts. Hands‑on with IRE identification rules, reconciliation rules, and at least one duplicate‑CI deduplication exercise.

Working knowledge of CMDB Health (Completeness, Compliance, Correctness) and dashboard remediation. ITIL v4 process awareness-Incident, Problem, Change, Configuration Management, Service Request. Import Sets/Transform Maps fundamentals; ability to read JavaScript/Glide script for basic edits. Strong written and oral communication in English; ability to run client status calls. Tools & Technologies Service Now Modules HAM, HAM Pro, ITAM, CMDB, Discovery, Service Mapping, ITSM, Performance Analytics, Mobile Agent,…