Infra Managed Service Specialist

Job Summary: As the ServiceNow ITAM & CMDB Application Lead, you will lead the design, build, configuration, and continuous improvement of the 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, leading client design workshops, and mentoring a team of 5–15 onshore/offshore practitioners. You are the SME-expected to take and defend technical decisions for your immediate team and across multiple teams.

Key Responsibilities: Solution Design & Architecture-HAM-CMDB

Lead design of ServiceNow HAM Pro lifecycle workflows on Flow Designer-procurement,receiving,deployment, asset refresh, reclamation, transfer, disposal-aligned to ServiceNow leading practices and client process design.

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,Compliance,Correctness & Staleness windows.

Design Discovery architecture-MID Server placement, credential affinity, IP exclusions, custom patterns, horizontal pattern extension, Cloud Discovery and Service Mapping.

Architect integrations between ServiceNow and 3rd-party sources of truth-SCCM/MECM, Lansweeper, BMC Helix Discovery, Flexera One, Symphony AI, BDNA, Tanium, JAMF, Intune-using Service Graph Connectors, Integration Hub spokes, REST/SOAP, transform maps, and ETL. Drive entitlement management strategy where HAM intersects with SAM for hardware-bound licenses; reconcile install base against entitlement for audit defense.

Define hardware normalization governance using the ServiceNow Content Service/Content Library-manufacturer mapping, model lifecycle, EOL/EOSL/EOSS dates-to drive normalization

Sign off audit and 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:

6+ years overall IT experience with 5+ years on ServiceNow, of which a minimum 3 years specifically on HAM Pro and/or CMDB design/implementation.

Hands-on design experience with HAM Pro workflows, Hardware Normalization, HAM Workspace, Hardware Asset Audit, Refresh and Reclamation, Stockroom and Transfer Order automation.

Hands-on design experience with CMDB-CI Class Manager, CMDB Workspace, CSDM,CI relationships, CMDB Health Dashboard, Data Manager, Attestation.

Deep IRE expertise-authoring identification and reconciliation rules; data source precedence configuration; payload design via Identification EngineScriptableApi. createOrUpdateCIEnhanced.

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

Integration leadership-Service Graph Connectors, Integration Hub, REST/SOAP/Scripted REST APIs, Import Sets, Transform Maps, ETL transforms, JSON/XML, OAuth 2.0, Mutual TLS.

ServiceNow scripting depth-JavaScript, Glide API,Business Rules, Script Includes, UI Policies, Flow Designer.

ITIL 4 process leadership-owns Configuration Management process design conversations with the client.

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

Flexible to work in any shift, including rotational shifts, based on business requirements