Senior Analyst - CMDB Architect

Silicon Valley Bank; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

FC Global Services India LLP (First Citizens India) is a Bengaluru-based GCC delivering ITAM and CMDB support across the organization. The role focuses on ServiceNow CMDB administration, data integrity, and cross-functional collaboration with IT, Security, Legal and Engineering teams.

The Senior IT Asset Management Analyst will maintain CMDB data, drive HAM process improvements, and ensure compliance with policies while adapting to a fast-paced IT landscape.

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field or equivalent experience.
• ITIL Foundation v3 or v4 certification is preferred.
• Strong analytical and problem-solving skills for maintaining CMDB data integrity.
• Excellent collaboration and communication to work in a team environment.
• Hands on experience with ServiceNow HAM and CMDB.

Responsibilities

• Configure and maintain the ServiceNow CMDB to ensure accurate representation of all configuration items (CIs) and their relationships.
• Configure and maintain ServiceNow Discovery Agentless and ACC.
• Collaborate with cross-functional teams to gather, analyze, and document configuration data requirements.
• Conduct regular audits and reconciliation activities to identify and resolve discrepancies or data integrity issues within the CMDB.
• Develop CMDB policy, standards, and procedures to ensure data accuracy and consistency.
• Monitor and manage CMDB health, including identifying and resolving data quality issues and ensuring data compliance with established guidelines.
• Collaborate with other IT service management teams to ensure integration of CMDB with Incident, Problem, Change, and Asset Management processes.

Skills

Analytical skills

Communication

Teamwork

Problem solving

Attention to detail

Organizational skills

Education

Bachelors in IT/CS

ITIL Foundation

Tools

ServiceNow HAM

ServiceNow CMDB

Job description

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Configuration Management (CMDB) Analyst

Process Improvement: Developing and executing a HAM roadmap that integrates best practices for risk and cost optimization Cross-functional collaboration: Working closely with IT, Security. Legal and Engineering teams to enhance HAM Processes and Identify improvement opportunities.

The ServiceNow CMDB Analyst is responsible for the configuration, maintenance, and administration of the Configuration Management Database (CMDB) within the ServiceNow platform. This role involves collaborating with various stakeholders to ensure accurate and up-to-date configuration data, as well as supporting the integration of other IT service management processes with the CMDB.

Position Title: Senior Analyst- IT Asset Management
Career Level: P2
Job Category: Senior Associate
Role Type: Full Time
Job Location: Bengaluru

About the Team

FCI ITAM supports global operation collaboratively aligning with defined, approved, process and procedures from US . Team is proactive, positive, and collaborative and combining strong analytical skills with the ability to communicate and influence stakeholders across various departments. They must be a self-starter who takes ownership and is adaptable to the fast-changing IT landscape.

Impact

The IT Analyst is responsible for managing and overseeing the lifecycle of the company’s IT hardware assets. This includes maintenance of hardware assets to ensure optimal use and compliance with company policies and industry standards

Key Deliverables & Responsibilities

• Configure and maintain the ServiceNow CMDB to ensure accurate representation of all configuration items (CIs) and their relationships.
• Configure and maintain ServiceNow Discovery Agentless and ACC.
• Collaborate with cross-functional teams to gather, analyze, and document configuration data requirements.
• Conduct regular audits and reconciliation activities to identify and resolve discrepancies or data integrity issues within the CMDB.
• Develop CMDB policy, standards, and procedures to ensure data accuracy and consistency.
• Monitor and manage CMDB health, including identifying and resolving data quality issues and ensuring data compliance with established guidelines.
• Collaborate with other IT service management teams to ensure integration of CMDB with Incident, Problem, Change, and Asset Management processes.
• Participate in the evaluation and implementation of new CMDB features, enhancements, and tools to improve data accuracy and efficiency.
• Stay up-to-date with industry best practices and trends related to CMDB management and ServiceNow platform capabilities.
• Assist in the creation and maintenance of CMDB-related documentation, including configuration item (CI) models, relationships, and data dictionaries.

Requirements

• Bachelors degree in information technology, Computer Science, or related field or equivalent experience
• 5 plus years ServiceNow experience with a focus on IT Service Management (ITSM)
• Excellent analytical, and problem-solving skills on maintaining CMDB data integrity
• Works well in a team environment and is comfortable with an extremely fast pace, switching priorities, and multitasking.
• Strong organizational skills
• Excellent collaboration, customer service, and communication skills to work in a team environment.
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.
• ITIL Foundation v3 or v4 certification is preferred.
• Excellent collaboration, customer service, and communication skills to work in a team environment.
• Skills and Qualification Functional Skills: Strong organizational and to maintain the accuracy of the inventory
• Excellent communication
• Proficiency in asset management software and tools
• Hands on experience and knowledge on using ServiceNow HAM and CMDB
• Knowledge of IT hardware lifecycle management
• Ability to work independently and as part of a team
• Attention to detail and problem-solving skills
• Preferred Certification in IT Asset Management eg ITIL V4 IAITAM Certified ServiceNow Admin CSM Experience with IT service management ITSM tools.

Technical Skills

• CSDM Certification
• ITIL V4/V5 Certification
• CSA Education Requirements
• Education
• Any Bachelors degree or a related field
• Experience Minimum of 5-6 years of experience in IT asset management or a related role
• Skills Relationships & Collaboration CMDB continuously
• Work closely with IT, Security.
• Legal and Engineering teams to enhance HAM Processes and Identify improvement opportunities.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.