Analyst-CMDB ITIL

Mattel, Inc.; Hyderabad; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

Mattel, Inc. in Hyderabad, India, seeks an experienced CMDB - ITIL Analyst to support CMDB and HAM processes in a global ITSM environment. You will ensure data accuracy, lifecycle management, and audit readiness while collaborating with cross-functional teams.

The role requires 6+ years in CMDB/HAM, hands-on ServiceNow experience, ITIL certification, and strong analytical, communication, and governance skills to drive continuous improvement.

Qualifications

• Strong knowledge of CMDB and HAM 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 elevate when necessary.
• Able to manage and organize audits and audit requirements.

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.

Skills

CMDB concepts

ITIL frameworks

ServiceNow CMDB

HAM concepts

Data governance

Data quality

Config Mgmt

Audit readiness

Analytical skills

Data accuracy

Communication skills

Education

Bachelors in IT/CS

ITIL v3/4 certification

Tools

ServiceNow CMDB

ServiceNow HAM

PowerBI

Flexera

Job description

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Qualifications

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 elevate 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.