IT Asset Management

Job Description

Job Description – add details here

The IT Asset Management Engineer is an individual contributor who designs, builds, and maintains the ServiceNow ITAM platform across Configuration Management, Software Asset Management, and Hardware Asset Management. This role engineers the integration ecosystem that feeds CI data into the CMDB, configures and tunes IRE rules that keep data clean and authoritative, and owns the hands-on platform build work for SAM Enterprise and HAM Pro: software models, hardware normalization, lifecycle workflows, and process automation. The ITAM Engineer partners closely with ITAM leadership, ITOM/Discovery teams, infrastructure and cloud teams, procurement, and application owners to make sure the ServiceNow ITAM platform is well-configured, reliable, and actively supporting the organization's asset management goals.
ResponsibilitiesCMDB Integration ManagementKeep a complete, current inventory of all CMDB integrations: OoB Service Graph Connectors, vendor-provided connectors, custom API integrations, and manual data feeds. Each one needs up-to-date governance documentation and a named owner.Install, configure, and maintain Service Graph Connectors from the ServiceNow Store, covering credential setup and rotation, run scheduling, field mapping review, and connector upgradesTrack integration health and run success rates. When jobs fail, CIs start duplicating, or data stops flowing cleanly, dig in and resolve the issue.Evaluate new integration requests against the CMDB Integration Governance Scoring framework, completing integration profile documentation and scoring assessments for the CMDB Governance CommitteeWork with source system owners across endpoint management, cloud operations, network engineering, and security to agree on integration data quality, coverage scope, and refresh schedulesFor each source system, determine whether an OoB SGC, a vendor-certified integration, or a custom-built solution is the right fit, applying governance criteria and CSDM best practices
MID Server Architecture & AdministrationManage the enterprise MID Server fleet supporting CMDB discovery and SGC integration workloads, covering deployment, configuration, software upgrades, and ongoing health monitoringDesign and maintain MID Server placement to provide solid network coverage across on-premises data centers, remote sites, and cloud environments (AWS, Azure, GCP)Configure and manage MID Server clusters for load balancing and high availability, distributing workloads across discovery and integration tasks appropriatelyTroubleshoot MID Server connectivity issues, probe execution failures, performance problems, and authentication errors, working with network and security teams as neededKeep service accounts, firewall rules, and network permissions current and right-sized for MID Server operationDocument MID Server architecture, placement decisions, and configuration baselines, including current-state diagrams and runbooks
IRE Configuration & PrioritizationConfigure and maintain IRE (Identification, Reconciliation, and Enrichment) rules for all active CMDB CI classes, covering CI identification, deduplication, attribute merging, and relationship population across multiple competing data sourcesDefine and maintain data source prioritization and attribute-level precedence rules to resolve conflicts when multiple integrations write to the same CMDB attributes. These decisions should reflect the SSOT designations approved by the CMDB Governance Committee.Review IRE activity logs and reconciliation reports regularly to spot identification failures, unexpected merges, rogue sources, and data quality anomalies, then track down and fix the root causesTune IRE identification and reconciliation rules when new integrations come on board, CI classes change, discovery coverage shifts, or CMDB Health flags a data quality problemKeep clear records of IRE rule sets, precedence decisions, configuration rationale, and change history so governance and audit reviews have what they needWork with the CMDB Governance Committee to make sure IRE configuration reflects formally designated data authority assignments and integration governance tiers
CMDB Data Quality & HealthMonitor CMDB data quality using ServiceNow CMDB Health dashboards, tracking CI completeness, accuracy, staleness, and relationship health over timeInvestigate and clean up duplicate CI records, orphaned relationships, stale or inactive CIs, and missing required attributes across priority CI classesDefine and enforce CI completeness standards, setting the minimum required attributes per CI class based on what HAM, SAM, Service Management, and Security teams depend onSupport CMDB Data Manager workflows including data certification tasks, CI lifecycle state management, and duplicate review queuesWork with HAM and SAM analysts to confirm CI data quality holds up for hardware asset lifecycle tracking and software license reconciliationIdentify patterns in CMDB data quality gaps, whether from integration coverage holes or IRE misconfigurations, and drive remediation through governance processes
Discovery & ITOM VisibilityManage ServiceNow Discovery schedules, IP ranges, credential sets, and probe configurations to keep discovery coverage comprehensive and current across on-premises, virtualized, and cloud infrastructureMonitor discovery status logs, investigate failed probes and unreachable hosts, and work with infrastructure and network teams to get them resolvedMaintain cloud discovery configurations for AWS, Azure, and GCP, including IAM credential management and cloud-native CI class populationSupport software inventory collection through Discovery and ITOM Visibility to feed accurate software installation data into ServiceNow SAM Enterprise
SAM Platform EngineeringConfigure and maintain ServiceNow SAM Enterprise software models, ensuring accurate entitlement setup, license metric alignment, and normalization rules for priority publishersInstall, configure, and manage Direct SaaS Integrations for SaaS spend visibility, including OAuth credential management, run scheduling, and usage data validation in SAM EnterpriseDeploy and maintain Publisher Packs from the ServiceNow Store, validating that reconciliation logic, normalization rules, and license metric definitions stay current for key publishersBuild and maintain software normalization processes to resolve unmatched discovery records and make sure software titles map accurately to the right software modelsConfigure and tune SAM Enterprise reconciliation jobs, reviewing compliance positions for priority publishers and surfacing issues before true-ups or auditsSupport onboarding of new software products into SAM Enterprise, including entitlement configuration, model setup, and validating reconciliation accuracy against discovery and SaaS usage dataWork with procurement and vendor management to keep entitlement records current as purchases, renewals, and true-ups come through
HAM Platform EngineeringConfigure and maintain the ServiceNow HAM Pro module, including hardware models, model categories, asset lifecycle state rules, and retirement workflowsBuild and maintain hardware normalization rules to ensure discovery-sourced hardware CIs map accurately to asset records and hardware modelsDesign and configure hardware asset lifecycle automation, including auto-assignment rules, requisition-to-asset flows, and retirement and disposal processes in ServiceNowManage asset-to-CI linking rules to keep hardware asset records connected to their corresponding CMDB CI records across discovery and manual intakeSupport stockroom and receiving workflows in ServiceNow, making sure assets are properly tracked from procurement through deployment and retirementWork with HAM analysts and procurement to configure cost tracking, depreciation schedules, and financial summary data in ServiceNow HAM ProMaintain hardware model records and manufacturer normalization to support accurate hardware inventory reporting and lifecycle planning
Platform Configuration & AutomationDesign and build Flow Designer flows, workflow automations, and business rules that support ITAM processes including asset requests, lifecycle state transitions, compliance notifications, and governance routingDevelop and maintain script includes, scheduled jobs, and transform maps that extend native ServiceNow ITAM functionality without introducing upgrade-breaking customizationsParticipate in ServiceNow release upgrades and patch testing for ITAM-related plugins including HAM Pro, SAM Enterprise, ITOM Visibility, and CMDB Health, validating that configurations, integrations, and automations work correctly post-upgradeEvaluate new ServiceNow ITAM platform capabilities each release and recommend adoption where they improve data quality process automation, or governanceMaintain technical documentation for all platform configurations, automation logic, and custom scripts so configurations are upgrade-safe and the reasoning behind them is clear
Governance & DocumentationMaintain the CMDB Integration Registry (Service Instances in the CMDB), keeping integration profile records, governance scores, ownership assignments, and discovery source labels up to dateSupport the CMDB Governance Committee with integration scoring assessments, tier recommendations, remediation plan tracking, and governance reportingContribute to CMDB governance policies, standards, configuration runbooks, and process documentation, and keep them current as integrations, IRE rules, and MID Server configurations changeSupport testing and validation during CMDB platform upgrades, ITOM Visibility plugin updates, SGC upgrades, and ServiceNow release upgrades
Stakeholder SupportBe a reliable day-to-day contact for infrastructure, application, security, and operations teams who have questions about CMDB coverage, CI accuracy, integration data, and configuration management processesWork with SAM, HAM, Security Operations, IT Operations, and Cloud Engineering teams to make sure CMDB data quality supports what each team needs from itRespond to ad hoc data requests from stakeholders and leadership, including CI population counts, coverage gap analysis, and integration statusEscalate complex data quality issues, governance questions, and cross-team dependencies to the Configuration Management Product Manager when needed
Reporting & AnalyticsBuild and maintain reports and dashboards in ServiceNow covering CMDB health scores, integration run status, CI population trends, IRE activity, and governance tier distributionAnalyze integration performance and CMDB coverage trends to find gaps, reliability risks, and improvement opportunities, and share findings with the Configuration Management Product Manager and Governance CommitteeGive the CMDB Governance Committee data-driven inputs on integration scoring outcomes, remediation progress, and overall CMDB data quality
Key AttributesThinks StrategicallyStays current on business trends and technological advancesUses knowledge of the company’s products and services to meet customer needs and financial targetsIdentifies key business opportunities and challengesExamines issues from a broad perspective, considering impact beyond immediate scopeMakes sound business decisions that balance competing prioritiesAble to see the “forest” as well as the individual “trees” – can articulate how specific situations relate to strategy or big picture problems
Builds RelationshipsActs as the voice of the customer by understanding their business needs and configuration management data and processes to support themInteracts well with people who have different backgrounds and work stylesResolves conflicts effectivelyService mindset with ability to facilitate “win-win” solutions, but not afraid to say “no”Manages the diverse needs of stakeholdersEngages colleagues across the organization to optimize performanceBuilds effective working relationships with partners and stakeholders across a large enterprise and within the related industry
Communicates EffectivelyConveys relevant information in a candid and timely mannerListens and asks questions to ensure understandingTailors messages appropriately to the audienceEffectively persuades others to support ideas and plansProvides the appropriate rational and content to drive commitment
Drives ResultsKeeps CommitmentsUses technology to facilitate better resultsAnalyzes problems and takes action to resolveAchieves high levels of customer satisfactionHolds self and others accountable to high standardsIs metrics and data drivenManages projects and resources to produce desired outcomesDevelops appropriate metrics to assess business performancePlans, organizes and delegates effectively, to ensure focus on strategic activities
Inspires Creativity and InnovationConceives creative ideas to solve problems or meet objectivesDemonstrates a positive attitude with contagious enthusiasmChallenges the status quoTransfers ideas and success across boundariesFacilitates the exchange of ideas and creation of new onesTakes risks and manages them intelligentlyProactively looks for new opportunitiesBrings fresh thinking to how configuration management data and processes can better serve the business
Champions ChangeRemains productive despite uncertaintyDemonstrates flexibility in response to changesSupports new initiativesCoaches others through change
Builds TeamsSupports productivity and morale of the teamStrengthens others through mentoring and feedbackRecognizes and rewards the achievements of othersBroadly shares both accountability and responsibilityCreates “constructive discomfort” — encouraging performance beyond what others believe they can realize
Exhibits Professional ExcellenceTreats others with respectEarns the trust of colleagues, partners and customersMaintains composure under pressureStrives for self-improvementLearns from personal and organizational experiencesShows consistency in words and actionsSets a good example for others
Must Haves (Years of Experience, languages, programs, tools, etc.):CMDB & Configuration Management3-5 years of experience in ServiceNow CMDB administration, IT Operations Management, Configuration Management, or a related IT operations role within a large enterpriseHands-on experience with ServiceNow CMDB administration, including CI class management, relationship type management, CMDB Health dashboards, and data quality remediationStrong working knowledge of CSDM (Common Service Data Model) 5.0, including CI class hierarchy, domain and layer structure, Service Instance modeling, and relationship types, with the ability to apply those principles to real-world integration and CI placement decisionsHands-on experience configuring and tuning IRE rules (Identification, Reconciliation, and Enrichment), including identification rules per CI class, reconciliation rules for attribute precedence, and data source prioritization across multiple competing integrationsExperience reading IRE activity logs to diagnose identification failures, duplicate CI creation, and unexpected attribute overwrites, and making corrective rule changes
Service Graph Connectors & Integration ManagementHands-on experience installing, configuring, scheduling, and maintaining Service Graph Connectors (SGCs) from the ServiceNowStore, including credential management, field mapping review, and managing connector upgradesProven ability to troubleshoot SGC job failures, IRE-related population errors, and CMDB data gaps caused by connector misconfigurationsWorking knowledge of the four ServiceNow integration types: Service Graph Connectors, Direct SaaS Integrations, Direct SSOIntegrations, and Publisher Packs, including when to use each one and what the governance implications areAbility to evaluate a new integration and recommend the right integration method, CI class placement, IRE configuration, and CMDB data authority designation
MID Server ArchitectureWorking knowledge of MID Server architecture, including its role as a proxy between the ServiceNow instance and on-premises or cloud-hosted infrastructure, and how it supports both Discovery and SGC workloadsExperience deploying, configuring, and maintaining MID Server instances, including installation, service account setup, upgrade management, and validationAbility to design a MID Server placement strategy for a complex enterprise environment, accounting for network segmentation, firewall constraints, and workload distributionExperience troubleshooting MID Server issues including connectivity failures, authentication errors, probe timeouts, and performance-related discovery gapsFamiliarity with MID Server cluster configuration and load balancing for high availability (Vancouver and later)
SAM Platform EngineeringHands-on experience configuring ServiceNow SAM Enterprise, including software model creation, license metric setup, normalization rules, and reconciliation job managementExperience installing and managing Direct SaaS Integrations and Publisher Packs from the ServiceNow Store, including validation and troubleshooting of data flowing into SAM EnterpriseAbility to set up and tune SAM Enterprise reconciliation for priority publishers, including reading compliance positions, identifying gaps, and resolving normalization mismatchesFamiliarity with common software licensing models (per-user, per-device, subscription, consumption-based) and how to represent them accurately in ServiceNow SAM Enterprise
HAM Platform EngineeringHands-on experience configuring ServiceNow HAM Pro, including hardware model setup, model category management, asset lifecycle state configuration, and asset-to-CI linking rulesExperience building or configuring hardware normalization rules to ensure that discovery-sourced hardware inventory maps correctly to asset records and modelsFamiliarity with hardware asset lifecycle workflows in ServiceNow, including receiving, deployment, refresh, and retirement/disposal processes
Platform Configuration & AutomationExperience building automations in ServiceNow using Flow Designer, Workflow Editor, or equivalent, including flows for ITAM lifecycle events, notifications, and approval routingWorking knowledge of ServiceNow platform scripting (script includes, business rules, scheduled jobs, transform maps) with the ability to build and maintain lightweight scripts that extend ITAM functionality without compromising upgrade safetyExperience participating in or leading upgrade testing for ServiceNow ITAM plugins (SAM Enterprise, HAM Pro, ITOM Visibility,CMDB Health), including regression testing of existing configurations and integrations
Data Quality & ProcessStrong attention to detail and comfort working through large, complex CI datasets to find and fix data quality issues across multiple discovery sourcesExperience using ServiceNow CMDB Health and CMDB Data Manager to track and improve data quality metrics including completeness, staleness, accuracy, and duplicate ratesAbility to document IRE configurations, integration decisions, and CMDB processes clearly, and keep that documentation current as configurations changeFamiliarity with ITIL principles, specifically Configuration Management and IT Asset Management, and how they apply in a ServiceNow environment
Stakeholder & CommunicationStrong written and verbal communication skills, including the ability to explain CMDB data quality issues, integration architecture, and IRE behavior to both technical and non-technical audiencesAble to juggle multiple active integrations and competing priorities in a fast-paced enterprise environmentCollaborative approach with experience working across infrastructure, application, cloud, security, and ITAM teams to agree on data authority and integration designComfortable fielding day-to-day data quality questions from operational teams and knowing when to escalate for a governance or architectural decision
Nice To Haves (see above):ITIL Foundation Certification or advanced ITIL certifications (v3 or later)ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist for IT Operations Management (CIS-ITOM)ServiceNow Certified Implementation Specialist for ITAM (CIS-ITAM) or CIS-DiscoveryIAITAM certifications such as Certified Hardware Asset Manager (CHAMP) or Certified IT Asset Manager (CITAM)Experience with cloud discovery for AWS, Azure, or GCP, including IAM credential design and cloud-native CI class managementFamiliarity with ServiceNow Service Mapping and Application Service modeling in CSDMWorking knowledge of HAM Pro and SAM Enterprise workflows and what they need from CMDB data quality, including CI completeness, software inventory accuracy, and asset-CI linkingExperience with ServiceNow CMDB Data Manager, including data certification workflows, CI lifecycle state management, and duplicate resolutionFoundational knowledge of network infrastructure concepts (IP addressing, subnets, VLANs, firewall rules) as they relate to Discovery coverage and MID Server placement
Education:Bachelor’s degree in computer science, Information Systems, Information Technology, Software Engineering, or a comparable field of study, and/or equivalent work experienceRelevant certifications (e.g., ServiceNow CSA, CIS-ITOM, CIS-ITAM, IAITAM CHAMP/CITAM) or demonstrated hands-on Configuration Management and CMDB administration experience may be considered in place of a degree Electronics Engineering, or a comparable field of study, and/or equivalent work