Infra Managed Service Analyst
On-sitePune, Maharashtra, India
Job Summary
Execute end-to-end hardware asset lifecycle management on ServiceNow HAM/HAM Pro, covering order-to-dispose states for devices and network gear. Maintain asset and CI records including tags, serial numbers, and warranty data while processing IMAC tickets and transfer orders. Reconcile physical inventory against system records to resolve ghost assets and drive CMDB normalization to 95%. Tune Identification & Reconciliation Engine rules to clear duplicate and stale CIs, ensuring compliance with Completeness, Compliance, and Correctness KPIs. Generate scheduled governance reports and feed refresh planning into procurement. Requires 3+ years of ServiceNow administration with HAM/CMDB expertise. Flexible to work in any shift, including rotational shifts, based on business requirements.
Required Qualifications
- 3+ years of hands-on ServiceNow/others administration with at least 2 years on HAM and/or CMDB
- Demonstrated working knowledge of HAM lifecycle states, asset/model/category data model, stockrooms, transfer orders, purchase orders, receiving slips, asset bundles, and disposal orders
- Working knowledge of CMDB tables, CI classes, and CSDM concepts
- Hands-on with IRE identification rules, reconciliation rules, and at least one duplicate-CI deduplication exercise
- Working knowledge of CMDB Health (Completeness, Compliance, Correctness) and dashboard remediation
- ITIL v4 process awareness-Incident, Problem, Change, Configuration Management, Service Request
- Import Sets/Transform Maps fundamentals
- ability to read JavaScript/Glide script for basic edits
- Strong written and oral communication in English
- ability to run client status calls
- Flexible to work in any shift, including rotational shifts, based on business requirements
Desired Qualifications
- 15 years of full-time education
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