Infra Managed Service Specialist

Job Summary

As the Service Now ITAM & CMDB specialist , you will lead design, build, configuration & CI of client's HAM Pro and CMDB ecosystem on the Now Platform. Your typical day will involve owning the technical design for new HAM lifecycle workflows, governing the CMDB data model under CSDM 5.0, ratifying IRE identification and reconciliation rules, presiding over CMDB Health KPIs & mentoring a team of 5–15 onshore/offshore practitioners.

Key Responsibilities — HAM + CMDB (≈40%)

Govern CMDB design under CSDM 5.0 (7 domains:
Foundation, Ideation & Strategy, Design & Planning, Build & Integration, Service Delivery, Service Consumption, and Manage Portfolios) — map Service Instances, Application Services, Business Applications, and Product Models to client services.

Author and ratify IRE identification rules, reconciliation rules, data source precedence rules, and inclusion rules across all in-scope CI classes; sign off deduplication exercises.

Define CMDB Health policy in CMDB Workspace Data Manager — Completeness (required/recommended attributes), Compliance (audit and desired-state), Correctness (orphan, duplicate, stale rules) & Staleness windows.

Design Discovery architecture — MID Server placement, credential affinity, IP exclusions, custom patterns, horizontal pattern extension, Cloud Discovery (AWS, Azure, GCP), and Service Mapping.

Drive entitlement Mgt strategy where HAM intersects with SAM for hardware-bound licenses; reconcile install base against entitlement for audit defence.

Define hardware normalisation governance using the Service Now Content Service/Content Library — manufacturer mapping, model lifecycle, EOL/EOSL/EOSS dates to drive normalisation >98%.

Sign off audit & verification framework physical audit cadence, sample sizes, Mobile Agent scanning, reconciliation thresholds, and finding remediation SLAs.

Where Now Assist for HAM is in scope, design adoption of agentic workflows to automate sourcing, transfer, and procurement of assets upon request.

Required Skills — Must Have

6+ years overall IT experience on Service Now, of which a minimum 3 years specifically on HAM Pro and/or CMDB design/implementation.

Hardware Asset Audit, Refresh & Reclamation, Stockroom & Transfer Order automation.

Hands-on design experience with CMDB — CI Class Manager, CMDB Workspace, CSDM (3.0/4.0/5.0 awareness), CI relationships, CMDB Health DBs, Data Manager, Attestation.

Deep IRE expertise — authoring identification and reconciliation rules; data source precedence configuration; payload design via Identification Engine Scriptable Api .create

OrUpdate

CIEnhanced.

Hands-on Discovery — MID Server design, custom Discovery patterns and probes, credential strategy, ACLs, troubleshooting Pattern Designer execution.

Service Now scripting depth — JavaScript, Glide API (Glide Record, Glide Aggregate, Glide Ajax, Glide System), Business Rules, Script Includes, UI Policies, Flow Designer.

Strong client-facing communication — runs CXO-level governance, writes board-grade decks, defends design under audit/regulatory scrutiny.

Demonstrable experience with at least 2 large-scale (10,000+ CIs / 5,000+ hardware assets) HAM and/or CMDB transformation programmes.

Recommended Skills — Good to Have

Service Now Service Mapping (top-down and tag-based), Event Management, Cloud Discovery, Container Discovery.

Service Now SAM Pro — license workbench, publisher packs, software model normalisation, IBM/Oracle/Microsoft/SAP entitlement reconciliation.

Certifications

Required

Service Now Certified System Administrator (CSA) — current

Service Now CIS-HAM (Certified Implementation Specialist – Hardware Asset Management)

ITIL 4 Foundation

Strongly Preferred — At Least One Additional CIS

Service Now CIS-Discovery OR CIS-CSDM OR CIS-ITSM