Specialist - ITSM Service Asset & Configuration Management

About the role

The Specialist – ITSM Service Asset & Configuration Management is the global process lead responsible for trusted configuration data that supports 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.

Key responsibilities

• Own the global Service Configuration Management practice, policy, operating model, governance forums and roadmap aligned to ITIL 4.
• Define and govern ServiceNow CMDB architecture, CI class standards, lifecycle states, relationships and data ownership.
• Establish governance for authoritative data sources, ServiceNow Discovery, Service Graph and manual maintenance, handling exceptions and reconciliation.
• Drive CMDB health by monitoring completeness, correctness and compliance, and remediate duplicate, stale, orphaned or unowned CIs.
• Mentor junior SACM and Process Analysts and build a community of CI class and service data owners.

Required profile

• Minimum 15 years of professional experience with enterprise Service Configuration Management and senior governance of ServiceNow CMDB and Discovery.
• Bachelor’s degree or equivalent experience in technology, engineering, data management or related discipline.
• Proven ability to influence global infrastructure, cloud, cybersecurity, architecture and vendor stakeholders without direct authority.
• Experience in highly regulated industries or multinational environments is preferred.

Required skills

• Deep knowledge of ITIL 4 Service Configuration Management and its interfaces to Incident, Problem, Change and Monitoring processes.
• Extensive practical experience with ServiceNow CMDB, class hierarchy, CI attributes, relationships and health metrics.
• Strong functional and technical understanding of ServiceNow Discovery, MID Server concepts, identification and reconciliation rules.
• Ability to govern Service Mapping or dependency‑mapping outcomes and connect CI data to business impact and risk analysis.