Infra Managed Service Analyst

Accenture in India; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in India is seeking an Application Tech Support Practitioner aligned to the ITAM practice. You will steward data quality and lifecycle for hardware asset management and CMDB on the Now Platform, handling discovery, inventory reconciliation, and governance reporting.

You will own specific CI class groups as SME to L1/L3 teams. Responsibilities include end-to-end asset lifecycle, HAM/CMDB record maintenance, IMAC processing, and CMDB health remediation.

Qualifications

• 3+ years of hands-on ServiceNow/others administration with HAM/CMDB experience.
• Experience with HAM lifecycle states, asset/model/category data model, stockrooms, transfer orders, and disposal orders.
• Knowledge of CMDB tables, CI classes, and CSDM concepts.
• Familiarity with IRE identification and reconciliation rules; at least one duplicate-CI deduplication exercise.
• Experience with CMDB Health metrics and dashboard remediation.
• ITIL v4 processes: Incident, Problem, Change, Configuration Management, Service Request.
• Ability to read JavaScript/Glide script for basic edits.
• Strong written and oral communication in English; ability to run client status calls.

Responsibilities

• Execute end-to-end hardware asset lifecycle handling HAM/HAM Pro states (Order, In Stock, In Use, In Maintenance, Retired, Disposed).
• Maintain alm_asset and alm_hardware records: tags, serials, ownership, location, cost-centre, depreciation, warranties.
• Process IMAC tickets, hardware refresh/reclamation, stock transfers, and disposal orders with audit-trail.
• Resolve unnormalized HAM/CMDB models; drive normalization to ≥95%.
• Conduct inventory audits and reconcile physical vs system records; remediate ghost assets.
• Track lease/warranty data; feed refresh plans to Procurement.
• Maintain CI relationships per CSDM 5.0 domains; build CMDB Health dashboards.

Skills

ServiceNow HAM/CMDB

HAM lifecycle

CMDB

IRE rules

ITIL v4

Glide/JavaScript

English communication

Client status calls

Education

15 years of full-time education

Tools

ServiceNow Modules

CMDB Workspace

Job description

Job Summary

As an Application Tech Support Practitioner aligned to the ITAM practice, you will be the data-quality and lifecycle steward for the client's Hardware Asset Management and Configuration Management Database estate on the Now Platform. Your typical day will involve executing Discovery and inventory reconciliation, maintaining asset and CI records, driving HAM workflow tickets (procurement → receive → deploy → maintain → retire → dispose), running CMDB Health remediation, and producing scheduled governance reports. You will work under moderate supervision and own an assigned CI class group or hardware category as the SME to L1 and L3 teams.

Key Responsibilities

HAM

• Execute the end-to-end hardware asset lifecycle on ServiceNow HAM/HAM Pro-on Order, In Stock, In Use, In Maintenance, Retired, Disposed states-for end-user devices, data center equipment, network gear, and consumables.
• Maintain alm_asset and alm_hardware records: asset tags, serial numbers, ownership, location, cost-centre, depreciation, and warranty/lease attributes.
• Process and fulfil IMAC (Install, Move, Add, Change) tickets, hardware refresh/reclamation, transfer orders between stockrooms, and disposal orders with full audit-trail documentation.
• Understand HAM / CMDB normalization concept-resolve unnormalized models, manufacturer aliases, and EOL/EOSL dates; drive normalization to ≥95% target.
• Perform scheduled and ad-hoc inventory audits (including Mobile Agent/barcode scanning); reconcile physical vs. system records and remediate ghost/missing assets.
• Track lease and warranty data, raise renewals 60-90 days in advance, and feed refresh planning into Procurement.
• Maintain stockroom, bundle, consumable, and model-category data per defined policy.

CMDB

• Maintain CI hygiene across CMDB CI classes within scope.
• Apply and tune Identification & Reconciliation Engine (IRE) rules-identification rules, reconciliation rules, data source precedence, and inclusion rules-for assigned CI classes; resolve duplicate-CI and overloaded-CI exceptions.
• Drive and configure CMDB Health remediation against Completeness, Compliance, and Correctness KPIs in CMDB Workspace; clear orphan/stale/duplicate CI failures before the failure threshold is reached.
• Configure and process CI attestation, Data Certification, and CMDB Workspace Data Manager retirement/delete policies for stale CIs.
• Maintain CI relationships per the Common Service Data Model (CSDM 5.0)-Foundation, Ideation & Strategy, Design & Planning, Build & Integration, Service Delivery, Service Consumption, and Manage Portfolios domains.
• Build and schedule operational reports and Performance Analytics widgets covering CMDB Health %, Hardware Normalization %, Asset Refresh due, Stockroom inventory, and Audit findings.

Required Skills

• 3+ years of hands-on ServiceNow/others administration with at least 2 years on HAM and/or CMDB.
• Demonstrated working knowledge of HAM lifecycle states, asset/model/category data model, stockrooms, transfer orders, purchase orders, receiving slips, asset bundles, and disposal orders.
• Working knowledge of CMDB tables, CI classes, and CSDM concepts.
• Hands-on with IRE identification rules, reconciliation rules, and at least one duplicate-CI deduplication exercise.
• Working knowledge of CMDB Health (Completeness, Compliance, Correctness) and dashboard remediation.
• ITIL v4 process awareness-Incident, Problem, Change, Configuration Management, Service Request.
• Import Sets/Transform Maps fundamentals; ability to read JavaScript/Glide script for basic edits.
• Strong written and oral communication in English; ability to run client status calls.

Tools & Technologies

ServiceNow Modules

• HAM, HAM Pro, ITAM, CMDB, Discovery, Service Mapping, ITSM, Performance Analytics, Mobile Agent, CMDB Workspace, Hardware Asset Workspace, Now Assist for ITAM (awareness).

Educational Qualification

15 years of full-time education

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