Analyst-CMDB ITIL

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

• Bachelor’s 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.