Senior CMDB Engineer - ServiceNow (HAM/SAM)

Genesys Cloud Services, Inc.; Tamil Nadu; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Health benefits

Professional development opportunities

Flexible working hours

Job summary

Genesys Cloud Services, Inc. is seeking a Senior CMDB Engineer specializing in ServiceNow. This role is crucial for managing Configuration Management Database (CMDB) and asset management to enhance operational efficiency. Candidates should possess extensive experience with ServiceNow CMDB, HAM, and SAM capabilities and be familiar with data governance.

Responsibilities include designing and maintaining CMDB processes, supporting asset lifecycle management, and integrating with external systems. This position offers a chance to make a significant impact in improving customer experience.

Qualifications

• 5+ years of hands-on experience with ServiceNow CMDB, HAM, SAM.
• Strong understanding of CMDB architecture and data governance principles.
• Experience designing integrations using REST APIs.

Responsibilities

• Design, configure, and maintain ServiceNow CMDB, HAM, and SAM capabilities.
• Support ServiceNow Discovery and Asset Management processes.
• Develop integrations between ServiceNow and external systems.

Skills

ServiceNow CMDB

Hardware Asset Management (HAM)

Software Asset Management (SAM)

Data governance

Integration using REST APIs

ITIL processes

Education

ServiceNow CSA certification

ITIL Foundation v3 or ITIL 4 certification

Tools

ServiceNow

Flow Designer

IntegrationHub

Job description

## Senior CMDB Engineer - ServiceNow (HAM/SAM)Applylocations: Virtual Office (Tamil Nadu)time type: Full timeposted on: Posted Todayjob requisition id: JR111147Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.This role **Senior** **CMDB Engineer - ServiceNow** is responsible for designing, implementing, maintaining, and improving Configuration Management Database (CMDB), Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities within the ServiceNow platform. The Senior CMDB Engineer - ServiceNow ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise while supporting governance, automation, discovery, and lifecycle management initiatives. The role partners closely with infrastructure, cloud, security, procurement, and platform teams to ensure CMDB and asset management processes are scalable, reliable, and aligned with enterprise standards and operational objectives. This role also supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations and enterprise data consistency. **Key Responsibilities*** D**esign, configure, and maintain ServiceNow CMDB, HAM, and SAM capabilities following platform and governance standards.*** Support and enhance ServiceNow Discovery, Service Mapping, and Asset Management processes to improve data quality and operational visibility.* Support and maintain alignment of the CMDB and related data structures with the **ServiceNow Common Service Data Model (CSDM)**, ensuring standardized relationships and accurate representation of business applications, technical services, and infrastructure components.* D**evelop and maintain integrations between ServiceNow and external systems to support asset lifecycle management, inventory reconciliation, and configuration data synchronization.*** **Monitor and improve CMDB health, including completeness, accuracy, compliance, relationship integrity, and governance metrics.*** Implement and support governance controls, reconciliation rules, normalization, and data certification processes.* Collaborate with infrastructure, cloud, security, procurement, and operations teams to ensure configuration and asset data aligns with enterprise operational requirements.* Support software asset lifecycle activities including entitlement management, reclamation, normalization, and compliance tracking.* Support hardware asset lifecycle processes including procurement, inventory, deployment, refresh, and disposal tracking.* Develop reports, dashboards, and insights related to CMDB, hardware assets, software assets, and operational compliance.* Troubleshoot and resolve CMDB, Discovery, HAM, and SAM-related issues, including data inconsistencies and integration failures.* Contribute to automation initiatives using Flow Designer, IntegrationHub, and platform workflows.* Support testing, releases, upgrades, and platform maintenance activities related to CMDB and asset management capabilities.**Minimum Requirements*** 5+ years of hands-on experience with ServiceNow CMDB, HAM, SAM, or related platform capabilities.* Strong understanding of CMDB architecture, CI relationships, Discovery, Service Mapping, and data governance principles.* Strong understanding of **ServiceNow Common Service Data Model (CSDM)** concepts, service relationships, and CMDB governance best practices.* **Experience with ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) processes and implementations.*** Experience designing and supporting integrations using REST APIs, IntegrationHub, MID Servers, or web services.* **Knowledge of ITIL processes, particularly Configuration Management, Asset Management, Incident, Change, and Problem Management.*** **Experience with ServiceNow reporting, dashboards, and data quality management.*** Understanding of enterprise infrastructure concepts including servers, cloud resources, networks, virtualization, and software lifecycle management.* Experience working within Agile and SDLC delivery models.* **ServiceNow CSA certification required.*** ServiceNow HAM, SAM, Discovery, or CMDB-related certifications preferred.* ITIL Foundation v3 or ITIL 4 certification.