ServiceNow HAM & CMDB Specialist

Accenture PLC; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Accenture PLC is seeking an Application Tech Support Practitioner aligned to the ITAM practice to steward hardware asset management and CMDB on the Now Platform. You will perform discovery, inventory reconciliation, and manage HAM lifecycle from procurement to dispose while supporting L1/L3 teams.

You will own assigned CI classes, maintain records, run CMDB health remediation, and produce governance reports.

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, receiving slips, asset bundles, and disposal orders.
• Knowledge of CMDB tables, CI classes, and CSDM concepts.
• Experience with IRE rules and at least one duplicate-CI deduplication exercise.
• Experience with CMDB Health (Completeness, Compliance, Correctness) and dashboard remediation.
• ITIL v4 processes: Incident, Problem, Change, Configuration Management, Service Request.
• Import Sets/Transform Maps fundamentals; reading JavaScript/Glide scripts.
• Strong written and oral communication in English; client status calls.

Responsibilities

• HAM: end-to-end hardware asset lifecycle on HAM/HAM Pro; manage states for devices and data center gear.
• Maintain alm_asset and alm_hardware records: tags, serial numbers, ownership, location, cost-centre, depreciation, warranties.
• Process IMAC tickets, hardware refresh/reclamation, transfers, disposal orders with audit-trail.
• Understand HAM/CMDB normalization; drive normalization to ≥95% target.
• Perform inventory audits; reconcile physical vs. system records; remediate ghosts/missing assets.
• Track lease and warranty data; feed refresh planning into Procurement.
• Maintain stockroom data, consumables, and model-category data per policy.
• CMDB hygiene across CI classes; build and schedule operational reports/ analytics widgets.

Skills

ServiceNow HAM/CMDB admin

HAM lifecycle knowledge

CMDB/CI concepts (CSDM)

IRE rules & deduplication

CMDB Health & dashboards

ITIL v4 processes

Import Sets/Transform Maps; JavaScript

English communication

Education

15 years of full-time education

Tools

ServiceNow HAM, HAM Pro, ITAM, CMDB, Discovery

Job description

Accenture PLC is seeking an Application Tech Support Practitioner aligned to the ITAM practice to steward hardware asset management and CMDB on the Now Platform. You will perform discovery, inventory reconciliation, and manage HAM lifecycle from procurement to dispose while supporting L1/L3 teams.

You will own assigned CI classes, maintain records, run CMDB health remediation, and produce governance reports.