ITSM Tools Analyst

Job Overview

Internal role at Maximus TCS (Technology and Consulting Services), Job Profile Code: TCS
140, T2, Band 5. The position focuses on supporting Flexera and Service Now SAM Pro operations, managing the Configuration Management Database (CMDB), and ensuring asset data integrity in alignment with federal IT standards.

• Support Flexera and Service Now SAM Pro operations, maintain asset records, validate software inventory, and manage discovery and reconciliation processes.
• Maintain and continuously update the CMDB to accurately represent software, hardware, and system relationships as inventory states change.
• Coordinate with platform stakeholders to validate asset data, approve updates, and support workflow development within Service Now ITSM/ITOM modules.
• Assist with auto‑discovery, inventory correlation, and configuration tracking in accordance with agency configuration and change management processes.
• Support IT service reliability, scalability, and security objectives by ensuring asset data integrity and alignment with operational and cybersecurity requirements.
• Produce and support required contract deliverables, reports, and metrics, including asset compliance, license usage, and CMDB accuracy reporting.
• Promote continuous improvement of IT/OT asset and configuration management processes in alignment with federal standards and ITSM practices.

• Demonstrated experience supporting IT Asset Management (ITAM), Software Asset Management (SAM), or Configuration Management (CMDB) in an enterprise IT/OT environment.
• Hands‑on experience with Service Now, including CMDB maintenance, asset lifecycle tracking, or ITSM/ITOM process support.
• Experience supporting or maintaining software inventory, license tracking, and reconciliation activities, including validating discovery data and resolving data discrepancies.
• Ability to maintain accurate configuration and asset records in support of change, configuration, and release management processes.
• Experience producing or supporting contract deliverables, reports, and metrics related to asset status, compliance, or operational performance.
• Working knowledge of IT Service Management (ITSM) principles and their application to federal IT environments.
• Ability to collaborate with technical teams, stakeholders, and government personnel to ensure data accuracy, process compliance, and service reliability.
• Familiarity with federal IT standards and compliance requirements, including reliability, scalability, security, and continuous service improvement expectations.
• Bachelor’s degree in information systems, Information Technology, Business, or related field (or equivalent experience).
• 3+ years of experience supporting IT asset management, software asset management, CMDB, or IT service management functions in an enterprise environment.

• Hands‑on experience with Service Now ITSM, ITOM, CMDB, or SAM Pro.
• Experience with Flexera Flex Net Manager or similar SAM tools.
• Familiarity with federal IT standards, including FISMA, IT policies, and compliance reporting.
• Strong analytical, documentation, and stakeholder coordination skills.
• Experience supporting IT/OT environments in large, regulated enterprises.
• ITIL Foundation certification (or ability to obtain within 6 months).

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.