ITAM/Servicenow

Role & responsibilities

Role Summary

Provide operational support for ITAM and ServiceNow processes through accurate data entry, record maintenance, ticket handling, basic reconciliation, reporting, and timely escalation of exceptions.

Must-Have Skills

• Basic understanding of IT asset lifecycle, software inventory, CMDB concepts, or ServiceNow platform operations relevant to the role.
• Good attention to detail and ability to follow documented procedures.
• Basic data handling and reporting skills, including Excel filtering, sorting, and data comparison.
• Clear communication, documentation, time management, and willingness to learn.
• Ability to maintain confidentiality and follow process, quality, and compliance requirements.

Hands-on / Practical Experience

• ServiceNow: updating tickets, monitoring queues, performing basic platform administration, and maintaining service catalogue or knowledge records.
• CMDB: creating/updating CI records, validating attributes, identifying duplicates or missing data, and supporting data cleanup.
• HAM: updating hardware inventory, tracking asset IDs/serial numbers/locations, supporting tagging, transfers, audits, and disposal documentation.
• SAM: updating software inventory and entitlement records, supporting basic licence reconciliation, and tracking discrepancies.
• Preparing basic reports, maintaining evidence, and escalating data or process issues to senior team members.