Infra Managed Service Specialist

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 5–15 onshore/offshore practitioners. Key Responsibilities — HAM + CMDB (≈40%) 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 — 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 — at least one additional CIS ServiceNow CIS-Discovery OR CIS-CSDM OR CIS-ITSM

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.

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