Infra Managed Service Assoc Manager

Accenture PLC; United States; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Accenture plc is seeking an Infra Tech Support Practitioner to join the IT Operations team. The role covers end-to-end ITAM and CMDB management in production and development environments, with remote and onsite work aligned to operating models.

You will diagnose issues and deliver rapid resolutions across infrastructure, OS, networking, and application platforms. The ideal candidate has 10–12 years in ITAM delivery, ~10 years CMDB experience, and relevant ServiceNow certifications.

Qualifications

• Minimum 10–12 years in ITAM delivery.
• CMDB management experience around 10 years.
• ServiceNow CIS, CHAMP, CAMP, CITAM certifications are a plus.

Responsibilities

• Provide first and second level IT infrastructure support.
• Act as interface with users and clients to diagnose issues and deliver resolutions.
• Configure efficient identification and reconciliation rules for assets.
• Monitor CMDB health and resolve conflicts between sources.
• Define and maintain standard CI’s, CI relationships, and CMDB classifications.
• Develop HAM, CMDB policies and documentation.
• Create and update application maps and service maps in ServiceNow.
• Run reports and dashboards to monitor KPIs and service improvements.

Skills

ITAM tools

CMDB management

ServiceNow CIS

ITAM certifications

MS Office (Excel)

Communication skills

Stakeholder management

Audit & verification

Dashboard reporting

Education

15 years education

Tools

ServiceNow ITSM

HAM Pro

BMC

Flexera

CMDB tooling

Job description

Client & Project: We are seeking a new talent to join the Information Technology Operations team where you will have the opportunity to collaborate in the project SAM_India Ops. The client is Cross Client, a company that provides diverse services across multiple sectors, focusing on delivering reliable and efficient solutions to its customers. Responsibilities: As an Infra Tech Support Practitioner, you will be responsible for providing first and second level technical support for infrastructure, systems, and applications in both production and development environments. This role involves working remotely and onsite, following established operating models and processes. You will act as the primary interface with users and clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support. Key Responsibilities:- Managing end to end delivery of the engagement in terms of driving deliverables, KPIs and Service improvement activities Expertise to Configure efficient Identification and Reconciliation rules Monitor CMDB health and resolve conflicts between authoritative data sources. Define and maintain standard CI’s, CI relationships, and CMDB Classification with relevance to the business needs. Proficient is developing HAM, CMDB process and policies documentations Maintain currency on policy and process documents. Good to have knowledge to configure, develop, enhance, and implement application maps using service mapping. MID Server configurations for Integrations & data pull (Optional, good to have) Customizes ServiceNow configuration, including custom scripts. Run and develop reports and dashboard as required. Identifies Service Improvement opportunities. Define and improve the audit & verification process; Supervise and review the execution of periodic audit. Handling Stakeholders and conducting scheduled cadence with them Skills requirement:- Strong knowledge on ITAM tools like ServiceNow ITSM/HAM Pro, BMC, Flexera Minimum 10- 12 years of experience in ITAM delivery and 10 years of experience in CMDB management. Experience in IT Asset Management process and operational delivery environment. ServiceNow certificate (CIS), CHAMP, CAMP, CITAM certification is a plus Excellent communication and presentation skills. Professional Attributes:- Excellent communication (written and oral) and interpersonal skills Expert knowledge in MS Office applications (Excel & PowerPoint) Ability to work in a team environment. Must have Skills: Asset & Configuration Management Good to Have Skills: Analytical and Communication Skill Educational Qualification:- 15 years of full-time education Certification - ServiceNow CIS, Certified Asset Management Professional

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.