ServiceNow HAM Pro Analyst

Scope:Drive enterprise adoption and continuous improvement of ServiceNow Hardware Asset Management (HAM) by leading Discovery, CMDB governance, Service Mapping, and CSDM initiatives. Partner with cross-functional teams to enhance asset visibility, data quality, and operational efficiency while supporting IT asset management modernization. Deliver technical solutions, insights, and best practices that improve platform adoption and business outcomes.What You'll Do:Discovery SuccessDrive Discovery success and coverage across end-user compute and server environmentsOwn Discovery administration to ensure schedules, credentials, and MID Server infrastructure are optimally configured and running consistentlyIdentify Discovery gaps and write new or refined Discovery patterns to close themStockroom OperationsPartner with internal IT teams to perform stockroom audits, ensuring physical inventory reconciles with system-of-record dataIdentify and automate key stockroom activities (receiving, transfers, stock counts) to reduce manual effort and improve accuracyService MappingImplement and maintain Service Mapping to accurately reflect application-to-infrastructure dependenciesTroubleshoot mapping gaps and keep service maps current as the environment changesCSDM FrameworkDrive the vision and roadmap for CSDM (Common Service Data Model) adoption across the enterpriseGuide the organization through CSDM foundation, crawl, walk, and run stages, ensuring consistent application of the model across CMDB domainsE-Waste CompliancePartner with e-waste vendors to manage compliant disposal of retired IT equipmentMaintain documentation and audit trails to demonstrate environmental and regulatory complianceAsset OnboardingProcess asset onboarding, ensuring new hardware is accurately entered, classified, and linked to the correct CI records from day oneCMDB Data QualityDrive and continuously improve CMDB data quality metrics, identifying and remediating duplicate, orphaned, or incomplete configuration itemsBuild dashboards and reporting to track data quality trends over timeCost OptimizationIdentify cost savings opportunities by analysing and managing IT equipment across the full hardware portfolio (age, utilization, refresh cycles, and recovery/reclamation)What We Are Looking For:8–12 years of overall IT experience with 3+ years of hands-on experience with ServiceNow HAM Pro, Discovery, and CMDBDemonstrated experience writing and troubleshooting Discovery patterns and identifying discovery/CMDB gapsWorking knowledge of Service Mapping configuration and maintenanceExperience with CSDM framework concepts and enterprise-wide CMDB governanceHands-on experience managing hardware asset lifecycle processes, including stockroom and asset onboarding workflowsStrong analytical skills with the ability to translate asset and usage data into cost-savings recommendationsExcellent stakeholder communication skills; able to work directly with internal IT teams and external vendorsPreferred QualificationsServiceNow CSA, CIS-HAM, CIS-Discovery, or CIS-CSDM certificationExperience with SAM Pro and its relationship to HAM/CMDB dataExperience managing e-waste/ITAD vendor relationships and compliance documentationBackground in enterprise CMDB governance or data quality improvement initiativesOur ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesAll 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.