Job Summary

As an Application Tech Support Practitioner aligned to the ITAM practice, you will be the data-quality and lifecycle steward for the client's Hardware Asset Management and Configuration Management Database estate on the Now Platform. Your typical day will involve executing Discovery and inventory reconciliation, maintaining asset and CI records, driving HAM workflow tickets (procurement → receive → deploy → maintain → retire → dispose), running CMDB Health remediation, and producing scheduled governance reports. You will work under moderate supervision and own an assigned CI class group or hardware category as the SME to L1 and L3 teams.

Key Responsibilities

HAM

Execute the end-to-end hardware asset lifecycle on ServiceNow HAM/HAM Pro-on Order, In Stock, In Use, In Maintenance, Retired, Disposed states-for end-user devices, data center equipment, network gear, and consumables.

Maintain alm_asset and alm_hardware records: asset tags, serial numbers, ownership, location, cost-centre, depreciation, and warranty/lease attributes.

Process and fulfil IMAC (Install,



Move, Add, Change) tickets, hardware refresh/reclamation, transfer orders between stockrooms, and disposal orders with full audit-trail documentation.

Understand HAM / CMDB normalization concept-resolve unnormalized models, manufacturer aliases, and EOL/EOSL dates; drive normalization to ≥95% target.

Perform scheduled and ad-hoc inventory audits (including Mobile Agent/barcode scanning); reconcile physical vs. system records and remediate ghost/missing assets.

Track lease and warranty data, raise renewals 60-90 days in advance, and feed refresh planning into Procurement.

Maintain stockroom, bundle, consumable, and model-category data per defined policy.

CMDB

Maintain CI hygiene across CMDB CI classes within scope.

Apply and tune Identification & Reconciliation Engine (IRE) rules-identification rules, reconciliation rules, data source precedence, and inclusion rules-for assigned CI class

📌 Infra Managed Service Senior Analyst (Kolkata)
🏢 Accenture in India
📍 Kolkata