ServiceNow HAM Pro Analyst

Scope:

Drive enterprise adoption and continuous improvement of ServiceNow Hardware Asset Management (HAM) by leading Discovery, CMDB governance, Service Mapping, and CSDM initiatives. Partner with cross-functional teams to enhance asset visibility, data quality, and operational efficiency while supporting IT asset management modernization. Deliver technical solutions, insights, and best practices that improve platform adoption and business outcomes.

What You'll Do:

Discovery Success

• Drive Discovery success and coverage across end-user compute and server environments
• Own Discovery administration to ensure schedules, credentials, and MID Server infrastructure are optimally configured and running consistently
• Identify Discovery gaps and write new or refined Discovery patterns to close them

Stockroom Operations

• Partner with internal IT teams to perform stockroom audits, ensuring physical inventory reconciles with system-of-record data
• Identify and automate key stockroom activities (receiving, transfers, stock counts) to reduce manual effort and improve accuracy

Service Mapping

• Implement and maintain Service Mapping to accurately reflect application-to-infrastructure dependencies
• Troubleshoot mapping gaps and keep service maps current as the environment changes

CSDM Framework

• Drive the vision and roadmap for CSDM (Common Service Data Model) adoption across the enterprise
• Guide the organization through CSDM foundation, crawl, walk, and run stages, ensuring consistent application of the model across CMDB domains

E-Waste Compliance

• Partner with e-waste vendors to manage compliant disposal of retired IT equipment
• Maintain documentation and audit trails to demonstrate environmental and regulatory compliance

Asset Onboarding

• Process asset onboarding, ensuring new hardware is accurately entered, classified, and linked to the correct CI records from day one

CMDB Data Quality

• Drive and continuously improve CMDB data quality metrics, identifying and remediating duplicate, orphaned, or incomplete configuration items
• Build dashboards and reporting to track data quality trends over time

Cost Optimization

• Identify cost savings opportunities by analysing and managing IT equipment across the full hardware portfolio (age, utilization, refresh cycles, and recovery/reclamation)

What We Are Looking For:

• 8–12 years of overall IT experience with 3+ years of hands-on experience with ServiceNow HAM Pro, Discovery, and CMDB
• Demonstrated experience writing and troubleshooting Discovery patterns and identifying discovery/CMDB gaps
• Working knowledge of Service Mapping configuration and maintenance
• Experience with CSDM framework concepts and enterprise-wide CMDB governance
• Hands-on experience managing hardware asset lifecycle processes, including stockroom and asset onboarding workflows
• Strong analytical skills with the ability to translate asset and usage data into cost-savings recommendations
• Excellent stakeholder communication skills; able to work directly with internal IT teams and external vendors

Preferred Qualifications

• ServiceNow CSA, CIS-HAM, CIS-Discovery, or CIS-CSDM certification
• Experience with SAM Pro and its relationship to HAM/CMDB data
• Experience managing e-waste/ITAD vendor relationships and compliance documentation
• Background in enterprise CMDB governance or data quality improvement initiatives