Specialist - ITSM Service Asset & Configuration Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

Key Responsibilities

• Own the global Service Configuration Management practice, policy, scope, control framework, operating model, governance forums, roadmap and measurable outcomes aligned to ITIL 4.
• Define and govern the ServiceNow CMDB architecture, CI class and attribute standards, identification and classification rules, lifecycle states, relationship models, ownership and stewardship responsibilities.
• Establish a practical governance model for authoritative data sources, ServiceNow Discovery, Service Graph or other approved integrations, manual maintenance and exception handling.
• Partner with ServiceNow and infrastructure teams to govern Discovery scope, schedules, credentials/process dependencies, MID Server coverage, patterns, classification, source precedence and remediation of discovery failures. Technical build remains with the accountable platform/engineering teams.
• Govern identification and reconciliation so approved sources create or update CIs predictably, duplicates are prevented or resolved, and source conflicts are transparent and controlled.
• Drive CMDB Health using completeness, correctness and compliance measures; identify and remediate duplicate, stale, orphaned, unowned or incorrectly classified CIs and weak relationships.
• Define CI certification, attestation, audit sampling and exception processes for critical classes and services, with accountable data owners and time-bound remediation.
• Improve service and dependency mapping where it materially supports business-impact assessment, incident prioritization, change risk, problem analysis, cybersecurity response and operational resilience.
• Ensure Incident, Problem and Change records use appropriate CI and service context; monitor usage and quality, and address process or platform design issues that undermine impact analysis and traceability.
• Own CMDB KPIs and KRIs, including health trends, discovery coverage and errors, reconciliation exceptions, duplication, staleness, orphan rates, ownership, relationship completeness and control compliance; report decisions and risks to global governance forums.
• Clarify interfaces between Service Configuration Management and IT Asset Management so configuration, operational, financial, contractual and inventory accountabilities are connected but not conflated.
• Mentor junior SACM and Process Analysts in CI modelling, lifecycle control, discovery/reconciliation concepts, data-quality analysis, stakeholder challenge and audit evidence; build a community of CI class and service data owners.

Skills, Knowledge & Expertise

• Total professional experience: minimum 15 years.
• Relevant experience: substantial, demonstrable experience in enterprise Service Configuration Management / SACM, including senior governance of ServiceNow CMDB and Discovery in a complex global environment.
• Education: bachelor's degree or equivalent professional experience in technology, engineering, data management, service management or a related discipline.
• Demonstrated ownership or senior governance of CI lifecycle, class/attribute models, relationships, data sources, identification and reconciliation, data quality and CMDB health.
• Practical experience working with ServiceNow platform, Discovery and technical teams to diagnose and govern CMDB population and quality issues without requiring the role to be a full-time developer.
• Experience influencing global infrastructure, cloud, application, cybersecurity, architecture, asset, service-owner and vendor stakeholders.
• Preferred: GCC/shared-services or multinational experience; insurance or another highly regulated industry; Service Mapping, Common Service Data Model exposure, cloud discovery or audit/assurance experience.

• ITSM/process expertise: deep knowledge of ITIL 4 Service Configuration Management, with clear understanding of interfaces to IT Asset Management, Incident Management, Problem Management, Change Enablement, Monitoring and Event Management and Continual Improvement.
• CMDB expertise: strong practical understanding of ServiceNow CMDB class hierarchy, CI attributes and relationships, lifecycle states, ownership, certification, health, duplicate/stale/orphan controls and data governance.
• Discovery and data ingestion: strong functional/technical-process knowledge of ServiceNow Discovery, MID Server concepts, credentials and schedules, discovery sources, patterns/classification, Service Graph or approved integrations, identification rules and reconciliation rules.
• Service context: ability to govern Service Mapping or dependency-mapping outcomes and connect reliable service/CI data to business impact, change risk, incident restoration, problem analysis, cybersecurity and resilience use cases.
• Leadership and stakeholders: establishes data ownership, challenges uncontrolled sources and poor-quality records, and translates technical debt into operational and risk implications for senior stakeholders.
• Data and automation: defines dashboards, thresholds, exception workflows and automated controls that improve CMDB quality at scale.
• Differentiators: experience with Common Service Data Model adoption, multi-cloud/hybrid discovery, service mapping, CMDB remediation programmes, merger/integration data rationalization or configuration audit.

• 15+ years of relevant professional experience and credible global enterprise ITSM experience.
• Proven ownership or senior governance of Service Configuration Management / SACM in a complex enterprise.
• Substantial practical experience with ServiceNow CMDB and ServiceNow Discovery, including CI lifecycle, relationships, discovery sources, identification, reconciliation and CMDB Health.
• Demonstrated ability to identify and control duplicate, stale, orphaned, unowned and non-compliant CIs and to drive remediation through accountable owners.
• Experience integrating trusted CI/service context with Incident, Problem and Change processes and reporting on data quality and control performance.
• Ability to influence platform, architecture, infrastructure, cloud, application, cybersecurity, asset and vendor stakeholders without direct authority.
• Ability to mentor junior analysts and operate as a senior individual contributor in a global governance model.

• ITIL 4 Foundation or an advanced ITIL 3 or 4 practice/module certification relevant to service/configuration management.
• ServiceNow Certified System Administrator, CMDB training or micro-certification, and Discovery/ITOM training are advantageous where supported by practical experience.
• Data governance, cloud, architecture or audit qualifications are differentiators rather than substitutes for hands-on CMDB and Discovery experience.