ServiceNow HAM Pro Analyst

• Drive Discovery success and coverage across end-user compute and server environments
• Own Discovery administration to ensure schedules, credentials, and MID Server infrastructure are optimally configured and running consistently
• Identify Discovery gaps and write new or refined Discovery patterns to close them

• Partner with internal IT teams to perform stockroom audits, ensuring physical inventory reconciles with system-of-record data
• Identify and automate key stockroom activities (receiving, transfers, stock counts) to reduce manual effort and improve accuracy

• Implement and maintain Service Mapping to accurately reflect application-to-infrastructure dependencies
• Troubleshoot mapping gaps and keep service maps current as the environment changes

• Drive the vision and roadmap for CSDM (Common Service Data Model) adoption across the enterprise
• Guide the organization through CSDM foundation, crawl, walk, and run stages, ensuring consistent application of the model across CMDB domains

• Partner with e-waste vendors to manage compliant disposal of retired IT equipment
• Maintain documentation and audit trails to demonstrate environmental and regulatory compliance

• Process asset onboarding, ensuring new hardware is accurately entered, classified, and linked to the correct CI records from day one

• Drive and continuously improve CMDB data quality metrics, identifying and remediating duplicate, orphaned, or incomplete configuration items
• Build dashboards and reporting to track data quality trends over time

• Identify cost savings opportunities by analysing and managing IT equipment across the full hardware portfolio (age, utilization, refresh cycles, and recovery/reclamation)

• 8–12 years of overall IT experience with 3+ years of hands-on experience with ServiceNow HAM Pro, Discovery, and CMDB
• Demonstrated experience writing and troubleshooting Discovery patterns and identifying discovery/CMDB gaps
• Working knowledge of Service Mapping configuration and maintenance
• Experience with CSDM framework concepts and enterprise-wide CMDB governance
• Hands-on experience managing hardware asset lifecycle processes, including stockroom and asset onboarding workflows
• Strong analytical skills with the ability to translate asset and usage data into cost-savings recommendations
• Excellent stakeholder communication skills; able to work directly with internal IT teams and external vendors

• ServiceNow CSA, CIS-HAM, CIS-Discovery, or CIS-CSDM certification
• Experience with SAM Pro and its relationship to HAM/CMDB data
• Experience managing e-waste/ITAD vendor relationships and compliance documentation
• Background in enterprise CMDB governance or data quality improvement initiatives

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.