Infra Managed Service Analyst

Accenture; Dadri; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Accenture is seeking an Application Tech Support Practitioner aligned to ITAM to manage HAM and CMDB on the Now Platform. You will handle discovery, inventory reconciliation, asset records, and governance reporting, acting as SME for assigned CI class groups.

Working under moderate supervision, you will collaborate with L1/L3 teams, maintain data quality, and drive HAM/CMDB improvements while supporting procurement and lifecycle processes.

Qualifications

• 3+ years of hands-on ServiceNow/others administration with at least 2 years on HAM and/or CMDB.
• Knowledge of HAM lifecycle states, asset/model/category data model, stockrooms, transfer orders, purchase 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.

Responsibilities

• Execute the end-to-end hardware asset lifecycle on 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 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; 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.
• Maintain CI hygiene and apply IRE rules to resolve duplicates and CI issues.
• Configure CMDB Health remediation dashboards and policies; attest data quality and trends.
• Build and schedule operational reports and Performance Analytics widgets covering CMDB Health %, Asset Refresh due, and Audit findings.

Skills

ServiceNow administration

HAM lifecycle knowledge

CMDB concepts

IRE rules & deduplication

CMDB Health & dashboards

ITIL v4 awareness

JavaScript/Glide scripting

Education

15 years of full-time education

Tools

ServiceNow HAM

ServiceNow CMDB

Discovery

Performance Analytics

Now Assist for ITAM

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

Qualification