Infra Managed Service Analyst
On-siteNoida, Uttar Pradesh, India
Job Summary
Execute discovery and inventory reconciliation on ServiceNow HAM/HAM Pro, maintaining asset tags, serial numbers, and ownership records across end-user devices and data center equipment. Manage the full hardware asset lifecycle from procurement to disposal, fulfilling IMAC tickets and processing transfer orders with complete audit trails. Tune Identification & Reconciliation Engine rules to resolve duplicate CIs and drive CMDB Health remediation against Completeness, Compliance, and Correctness KPIs. Produce scheduled governance reports and normalize asset models to meet ≥95% targets. Own an assigned CI class group as the SME to L1 and L3 teams, working flexible shifts including rotational schedules.
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
- 15 years of full-time education
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