CMDB & HAM Process -Sr Analyst IT

Mattel; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Mattel is seeking a CMDB & HAM Process Manager in Hyderabad, India, to govern CMDB and Hardware Asset Management processes and align Software Asset Management requirements. You will lead cross-functional teams, drive data quality, and ensure compliance with ITIL practices.

The role partners with Incident, Change, Release, Problem, and ServiceNow teams, progressing audits, data certifications, and physical inventories while supporting SOX and NIST frameworks.

Qualifications

• Expertise in CMDB, HAM, SAM and related ITIL practices.
• Hands-on with ServiceNow CMDB, discovery, normalization and reporting.
• Strong data governance and lifecycle management capabilities.
• Experience coordinating cross-functional teams and audits.

Responsibilities

• Own and govern CMDB and HAM end-to-end, ensuring accuracy and compliance.
• Define and enforce CMDB data models, CI standards and relationships.
• Ensure data quality through controls, audits, and automation.
• Manage hardware and software asset lifecycles including licensing.
• Align CMDB, SAM, HAM with Incident, Change, Release and Problem processes.
• Define and track CMDB/HAM KPIs and reporting metrics.
• Lead remediation for data quality, compliance gaps, and audit findings.
• Collaborate with ServiceNow team to enhance discovery, workflows, and dashboards.
• Support data certifications and physical inventory audits.

Skills

CMDB knowledge

HAM expertise

ITIL framework

ServiceNow CMDB

Data governance

Data quality management

Analytical skills

English communication

Governance enforcement

Flexera / LeanIX

Education

Bachelor's degree in IT/CS or related field

ITIL v3/4 certification

8+ years ServiceNow in enterprise

8+ years ITIL-based ITSM

6+ years CMDB & HAM leadership

Tools

ServiceNow

SharePoint

Flexera

LeanIX

Asset discovery tools

Job description

Role: CMDB & HAM Process Manager

Location: Hyderabad, India

Expected Hours: PST hours (AM into Early Afternoon)

Team: I&O Technology Support Services – ITSM Team

Reports To: ITSM/CFS Process Manager & Service Manager

Role Overview

The CMDB and Hardware Asset Management (HAM) Process Manager is a process leadership role responsible for the governance, execution, and continuous improvement of the Configuration Management Database (CMDB) and Hardware Asset Management processes, while supporting and aligning overlapping Software Asset Management (SAM) requirements to maintain a centralized and trusted system of record. This role ensures accurate configuration data, effective asset lifecycle management, and license compliance across the enterprise, serving as the process owner for CMDB and HAM in alignment with ITIL best practices, organizational standards, and audit requirements. The role leads and governs configuration and asset management activities across Infrastructure, Operations, Security, Application, Procurement, and Finance teams; establishes standards and ensures consistent execution; and serves as the authority for data quality, compliance, and lifecycle issues. In close partnership with Incident, Change, Release, Problem, Infrastructure, Software, Field Services, and ServiceNow teams, this role drives strong process integration, provides training and awareness to stakeholders, identifies gaps, risks, and improvement opportunities across people, process, tooling, and data quality, and supports internal, SOX, NIST, and other audit and compliance activities, including annual and ad-hoc data certifications and physical inventory audits.

Key Responsibilities

• Own, improve, and govern CMDB and HAM processes end to end, ensuring accuracy, consistency, and compliance.
• Define, maintain, and enforce CMDB data models, CI standards, relationship mapping, and ownership.
• Ensure CMDB data quality, completeness, and integrity through controls, audits, and automation.
• Manage hardware asset lifecycle activities including request, procurement, deployment, maintenance, and disposal.
• Manage software asset lifecycle activities including license compliance, optimization, renewal tracking, and entitlement management.
• Ensure alignment between CMDB, SAM, HAM, Incident, Change, Release, and Problem processes.
• Define, track, and report on CMDB and HAM KPIs, trends, and compliance metrics.
• Drive remediation efforts for data quality issues, compliance gaps, and audit findings.
• Work with the ServiceNow team to enhance discovery, automation, workflows, dashboards, and reporting.
• Fulfill audit, risk, and compliance artifact requirements on a recurring basis.
• Conduct & manage annual and ad-hoc Data Certifications and Physical Inventory Audits.

Required Knowledge & Skills

• Expert-level knowledge of Configuration Management, Software Asset Management, and Hardware Asset Management.
• Strong understanding of ITIL-based IT Service Management frameworks and asset lifecycle management.
• Hands‑on experience with ServiceNow CMDB and HAM modules, including discovery, normalization, and reporting.
• Strong understanding of data governance, data quality management, and configuration control.
• Excellent organizational and analytical skills with strong attention to detail.
• Excellent English communication skills, both written and verbal, suitable for technical and business audiences.
• Demonstrated ability to enforce governance while enabling operational efficiency.
• Knowledge of Flexera or equivalent Software Management tools & processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 6+ years of experience leading CMDB and HAM processes in an enterprise environment.
• 8+ years of experience working with ITIL-based 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

• ServiceNow certification(s) in CMDB, SAM, or HAM.
• Experience supporting audits, SOX compliance, or vendor license reviews.
• Experience using SharePoint for documentation and knowledge management.
• Experience with asset discovery tools and automated reconciliation.
• Experience driving automation or continuous improvement initiatives within asset and configuration management.
• Experience with NIST or equivalent Cybersecurity audits.
• Experience with SAM and / or equivalent tools such as LeanIX or Flexera.

What We’re Looking For

• Demonstrated growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.