Specialist - ITSM Service Asset &

- Configuration Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

The Specialist - ITSM Service Asset &

- Configuration Management is the global process lead accountable for trusted configuration information and reliable service-dependency data that support operational, risk and technology decisions. Based in Pune, this senior individual contributor will own Service Configuration Management and govern the ServiceNow CMDB and Discovery operating model across global technology towers. The emphasis is CMDB architecture, CI lifecycle, discovery, identification and reconciliation, relationships, data ownership and health, not generic hardware or software asset administration. The role partners closely with ServiceNow platform and technical teams while remaining accountable for process, data and governance outcomes. It also mentors junior SACM and Process Analysts.

Key Responsibilities

- Own the global Service Configuration Management practice, policy, scope, control framework, operating model, governance forums, roadmap and measurable outcomes aligned to ITIL 4.

- Define and govern the ServiceNow CMDB architecture, CI class and attribute standards, identification and classification rules, lifecycle states, relationship models, ownership and stewardship responsibilities.

- Establish a practical governance model for authoritative data sources, ServiceNow Discovery, Service Graph or other approved integrations, manual maintenance and exception handling.

- Partner with ServiceNow and infrastructure teams to govern Discovery scope, schedules, credentials/process dependencies, MID Server coverage, patterns, classification, source precedence and remediation of discovery failures. Technical build remains with the accountable platform/engineering teams.

- Govern identification and reconciliation so approved sources create or update CIs predictably, duplicates are prevented or resolved, and source conflicts are transparent and controlled.

- Drive CMDB Health using completeness, correctness and compliance measures; identify and remediate duplicate, stale, orphaned, unowned or incorrectly classified CIs and weak relationships.

- Define CI certification, attestation, audit sampling and exception processes for critical classes and services, with accountable data owners and time-bound remediation.

- Improve service and dependency mapping where it materially supports business-impact assessment, incident prioritization, change risk, problem analysis, cybersecurity response and operational resilience.

- Ensure Incident, Problem and Change records use appropriate CI and service context; monitor usage and quality,



and address process or platform design issues that undermine impact analysis and traceability.

- Own CMDB KPIs and KRIs, including health trends, discovery coverage and errors, reconciliation exceptions, duplication, staleness, orphan rates, ownership, relationship completeness and control compliance; report decisions and risks to global governance forums.

- Clarify interfaces between Service Configuration Management and IT Asset Management so configuration, operational, financial, contractual and inventory accountabilities are connected but not conflated.

- Mentor junior SACM and Process Analysts in CI modelling, lifecycle control, discovery/reconciliation concepts, data-quality analysis, stakeholder challenge and audit evidence; build a community of CI class and service data owners.

Skills, Knowledge &
- Expertise

Mandatory:

- Total professional experience: minimum 15 years.

- Relevant experience: substantial, demonstrable experience in enterprise Service Configuration Management / SACM, including senior governance of ServiceNow CMDB and Discovery in a complex global environment.

- Education: bachelor's degree or equivalent professional experience in technology, engineering, data management, service management or a related discipline.

- Demonstrated ownership or senior governance of CI lifecycle, class/attribute models, relationships, data sources, identification and reconciliation, data quality and CMDB health.

- Practical experience working with ServiceNow platform, Discovery and technical teams to diagnose and govern CMDB population and quality issues without requiring the role to be a full-time developer.

- Experience influencing global infrastructure, cloud, application, cybersecurity, architecture, asset, service-owner and vendor stakeholders.

- Preferred: GCC/shared-services or multinational experience; insurance or another highly regulated industry

- Service Mapping, Common Service Data Model exposure, cloud discovery or audit/assurance experience.

Knowledge, Skill, ability

- ITSM/process expertise: deep knowledge of ITIL 4 Service Configuration Management, with clear understanding of interfaces to IT Asset Management, Incident Management, Problem Management, Change Enablement, Monitoring and Event Management and Continual Improvement.

- CMDB expertise: strong practical understanding of ServiceNow CMDB class hierarchy,



CI attributes and relationships, lifecycle states, ownership, certification, health, duplicate/stale/orphan controls and data governance.

- Discovery and data ingestion: strong functional/technical-process knowledge of ServiceNow Discovery, MID Server concepts, credentials and schedules, discovery sources, patterns/classification, Service Graph or approved integrations, identification rules and reconciliation rules.

- Service context: ability to govern Service Mapping or dependency-mapping outcomes and connect reliable service/CI data to business impact, change risk, incident restoration, problem analysis, cybersecurity and resilience use cases.

- Leadership and stakeholders: establishes data ownership, challenges uncontrolled sources and poor-quality records, and translates technical debt into operational and risk implications for senior stakeholders.

- Data and automation: defines dashboards, thresholds, exception workflows and automated controls that improve CMDB quality at scale.

- Differentiators: experience with Common Service Data Model adoption, multi-cloud/hybrid discovery, service mapping, CMDB remediation programmes, merger/integration data rationalization or configuration audit.

Essential requirement (non-negotiable) *

- 15+ years of relevant skilled experience and credible global enterprise ITSM experience.

- Proven ownership or senior governance of Service Configuration Management / SACM in a complex enterprise.

- Substantial practical experience with ServiceNow CMDB and ServiceNow Discovery, including CI lifecycle, relationships, discovery sources, identification, reconciliation and CMDB Health.

- Demonstrated ability to identify and control duplicate, stale, orphaned, unowned and non-compliant CIs and to drive remediation through accountable owners.

- Experience integrating trusted CI/service context with Incident, Problem and Change processes and reporting on data quality and control performance.

- Ability to influence platform, architecture, infrastructure, cloud, application, cybersecurity, asset and vendor stakeholders without direct authority.

- Ability to mentor junior analysts and operate as a senior individual contributor in a global governance model.

Certification if any

- ITIL 4 Foundation or an advanced ITIL 3 or 4 practice/module certification relevant to service/configuration management.

- ServiceNow Certified System Administrator, CMDB training or micro-certification, and Discovery/ITOM training are advantageous where supported by practical experience.

- Data governance, cloud, architecture or audit qualifications are differentiators rather than substitutes for hands-on CMDB and Discovery experience.

📌 Specialist - ITSM Service Asset & Configuration Management (Pune)
🏢 Davies
📍 Pune