Infra Managed Service Specialist

Accenture; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Accenture is seeking a ServiceNow ITAM & CMDB specialist based in Gurugram, India, to lead the design and configuration of client HAM Pro and CMDB on the Now Platform. The ideal candidate will have extensive experience managing HAM lifecycle workflows and CMDB governance.

This role requires a minimum of 6 years in IT, including 3 years on ServiceNow, with a strong focus on CMDB and asset management. You will oversee CMDB health, manage onshore/offshore teams and ensure compliance with audit standards.

Qualifications

• 6+ years overall IT experience on ServiceNow with 3 years specifically on HAM Pro/CMDB.
• Deep expertise in authoring identification and reconciliation rules.
• Hands-on experience with Discovery MID Server and custom patterns.

Responsibilities

• Lead design and build of HAM Pro and CMDB ecosystem on the Now Platform.
• Govern CMDB design under CSDM 5.0 and oversee Health KPIs.
• Develop entitlement management strategy intersecting HAM with SAM.

Skills

ServiceNow expertise

CMDB design and implementation

Client-facing communication

JavaScript and Glide API

Discovery MID Server design

Education

ServiceNow Certified System Administrator

ServiceNow CIS-HAM

ITIL 4 Foundation

Job description

Job Summary

As the ServiceNow ITAM & CMDB specialist , you will lead design, build, configuration & CI of client''s HAM Pro and CMDB ecosystem on the Now Platform. Your typical day will involve owning the technical design for new HAM lifecycle workflows, governing the CMDB data model under CSDM 5.0, ratifying IRE identification and reconciliation rules, presiding over CMDB Health KPIs & mentoring a team of 515 onshore/offshore practitioners.

Key Responsibilities

• Govern CMDB design under CSDM 5.0 (7 domains: Foundation, Ideation & Strategy, Design & Planning, Build & Integration, Service Delivery, Service Consumption, and Manage Portfolios) map Service Instances, Application Services, Business Applications, and Product Models to client services.
• Author and ratify IRE identification rules, reconciliation rules, data source precedence rules, and inclusion rules across all in-scope CI classes; sign off deduplication exercises.
• Define CMDB Health policy in CMDB Workspace Data Manager Completeness (required/recommended attributes), Compliance (audit and desired-state), Correctness (orphan, duplicate, stale rules) & Staleness windows.
• Design Discovery architecture MID Server placement, credential affinity, IP exclusions, custom patterns, horizontal pattern extension, Cloud Discovery (AWS, Azure, GCP), and Service Mapping.
• Drive entitlement Mgt strategy where HAM intersects with SAM for hardware-bound licenses; reconcile install base against entitlement for audit defence.
• Define hardware normalisation governance using the ServiceNow Content Service/Content Library manufacturer mapping, model lifecycle, EOL/EOSL/EOSS dates to drive normalisation >98%.
• Sign off audit & verification framework physical audit cadence, sample sizes, Mobile Agent scanning, reconciliation thresholds, and finding remediation SLAs.
• Where Now Assist for HAM is in scope, design adoption of agentic workflows to automate sourcing, transfer, and procurement of assets upon request.

Required Skills (Must Have)

• 6+ years overall IT experience on ServiceNow, of which a minimum 3 years specifically on HAM Pro and/or CMDB design/implementation.
• Hardware Asset Audit, Refresh & Reclamation, Stockroom & Transfer Order automation.
• Hands‑on design experience with CMDB CI Class Manager, CMDB Workspace, CSDM (3.0/4.0/5.0 awareness), CI relationships, CMDB Health DBs, Data Manager, Attestation.
• Deep IRE expertise authoring identification and reconciliation rules; data source precedence configuration; payload design via IdentificationEngineScriptableApi.createOrUpdateCIEnhanced.
• Hands‑on Discovery MID Server design, custom Discovery patterns and probes, credential strategy, ACLs, troubleshooting Pattern Designer execution.
• ServiceNow scripting depth in JavaScript, Glide API (GlideRecord, GlideAggregate, GlideAjax, GlideSystem), Business Rules, Script Includes, UI Policies, Flow Designer.
• Strong client‑facing communication runs CXO‑level governance, writes board‑grade decks, defends design under audit/regulatory scrutiny.
• Demonstrable experience with at least 2 large‑scale (10,000+ CIs / 5,000+ hardware assets) HAM and/or CMDB transformation programmes.

Recommended Skills (Good to Have)

• ServiceNow Service Mapping (top‑down and tag‑based), Event Management, Cloud Discovery, Container Discovery.
• ServiceNow SAM Pro license workbench, publisher packs, software model normalisation, IBM/Oracle/Microsoft/SAP entitlement reconciliation.

Certifications

Required

• ServiceNow Certified System Administrator (CSA) current
• ServiceNow CIS‑HAM (Certified Implementation Specialist Hardware Asset Management)
• ITIL 4 Foundation

Strongly Preferred

• ServiceNow CIS‑Discovery OR CIS‑CSDM OR CIS‑ITSM