CMDB Data Standard and Data Quality
•Support the management of the CMDB data standard: CI class and attribute model, relationship model, CI ownership and lifecycle states, and identification and reconciliation rules.
•Maintain the definitions of completeness, accuracy, timeliness and non-duplication that govern configuration data.
•Publish and act on CMDB health reporting against agreed targets.
Software Asset Management (SAM)
•Support the management of entitlement records, and of allocation and reclaim across the software estate.
•Maintain the effective license position for major publishers, and support renewal and true-up governance.
•Report software compliance risk and deliver measurable reduction in over-licensing and shelfware.
Hardware Asset Management (HAM) Lifecycle
•Support the HAM lifecycle end to end: procurement intake, receiving, stockroom and inventory control, deployment, transfer, repair and refresh.
•Manage certified retirement and disposal of hardware assets.
•Maintain the lifecycle on ServiceNow ITAM tables with enforced asset-to-CI linkage.
Configuration Control Board and CI Governance
•Support decision logging, and enforcement of CI change and approval controls.
•Act as the escalation point for disputed CI, class placement and relationship design.
CMDB and ITAM Audit Readiness
•Assemble evidence, support control walkthroughs and respond to auditor requests across CMDB and ITAM scope.
•Track corrective actions through to verified closure.
•Ensure configuration and asset management controls are documented and aligned with applicable policies, NIST standards and audit requirements.
ITOM, Discovery and Service Mapping Support
•Support ITOM capabilities that depend on accurate CMDB data, including ServiceNow Discovery, service-to-CI mapping and related event management integration.
•Partner with infrastructure and ServiceNow technical teams to improve Discovery coverage, service visibility, data quality and service impact analysis.
ServiceNow Requirements Translation and Platform Validation
•Partner with ServiceNow architects and technical resources to translate approved SACM requirements into platform changes.
•Validate CMDB, Discovery and ITAM configuration against approved governance standards before release.
•Support testing and issue resolution through to release.
Service Relationship and Impact Reporting
•Support capacity, availability and outage-impact reporting by maintaining accurate service-to-CI relationships.
•Provide reliable CI and relationship data for business-critical services.
JOB COMPETENCIES (Skills & Abilities)
•Data management mindset: Treats configuration and asset data as managed assets with clearly defined ownership, published quality standards and appropriate controls.
•Attention to detail and data accuracy: Recognizes that operational, compliance and audit outcomes depend on reliable configuration and asset data.
•Commercial licensing understanding: Solid command of software licensing models, entitlement structures, license compliance and the associated compliance exposure.
•Analytical skills: Interprets reconciliation results, CMDB health metrics, asset data and license information, and translates findings into clear, defensible recommendations.
•ServiceNow platform knowledge: Working knowledge of ServiceNow CMDB, Discovery and service-to-CI mapping, with the ability to collaborate effectively with technical teams.
•Cross-functional collaboration and influence: Works across Infrastructure, Security, Procurement, Finance and ITSM process teams to maintain a trusted system of record.
•Documentation and audit discipline: Applies structured, audit-ready documentation practice, and is comfortable preparing evidence and supporting control walkthroughs with auditors and stakeholders.
•Organization and process discipline: Manages high volumes of records, data-quality issues and long-running exception queues through to resolution.
•Communication: Explains compliance positions, data-quality issues and technical concepts clearly and concisely to non-technical stakeholders.
•Facilitation: Supports Configuration Control Board meetings and other SACM and ITAM governance forums with both technical and business participants.
•Independence and breadth: Operates independently in a lean team where the role carries broad scope across SACM, CMDB, ITAM and supporting ITOM capabilities.
MINIMUM QUALIFICATIONS (Knowledge & Experience)
•Bachelor's Degree in Information Technology, Engineering, Computer Science, or a related field. (Required)
•ITIL 4 certification. (Preferred)
•ITIL 4 Practitioner – Service Configuration Management, or ServiceNow Certified Implementation Specialist in Software Asset Management (CIS-SAM) or Hardware Asset Management (CIS-HAM). (Preferred)
•5+ years of experience in CMDB governance, data quality, reconciliation and asset lifecycle management. (Preferred)
•Experience supporting configuration and asset governance forums. (Preferred)
•Working command of CI class models, relationships, identification and reconciliation rules, discovery source precedence, and CMDB health metrics. (Required)
•Solid understanding of software license models and major publisher terms. (Required)
•Familiarity with ServiceNow asset tables, asset-to-CI relationships, and stockroom and inventory management. (Required)
•Working knowledge of ServiceNow Discovery and service-to-CI mapping. (Preferred)
•Comfortable with spreadsheet and query-based reconciliation at volume. (Required)
•Experience working in compliance-sensitive, audit-driven or asset-rich environments with multiple physical locations. (Required)
•Demonstrated success improving the accuracy, completeness and reliability of a CMDB or enterprise asset register, and sustaining data quality over time. (Required)
•Demonstrated experience identifying and closing software license compliance gaps, delivering measurable savings through license optimization, reclamation or effective asset lifecycle management. (Required)
•Track record of supporting internal or external audits, including evidence preparation, audit inquiries, corrective actions and successful closure of findings. (Required)
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
