ITAM/Servicenow

Role Summary

Independently execute and support complex ITAM and ServiceNow activities, troubleshoot issues, maintain data quality, produce reports, and guide junior team members within a defined workstream.

Must-Have Skills

• Practical experience in at least one relevant workstream: ServiceNow administration, CMDB, HAM, or SAM.
• Ability to independently manage assigned tasks, investigate discrepancies, and resolve routine-to-complex issues.
• Strong data validation, reconciliation, reporting, documentation, and stakeholder coordination skills.
• Understanding of process controls, audit evidence, service quality, and SLA expectations.
• Ability to explain personal hands-on contributions, tools used, problems resolved, and outcomes achieved.

Hands-on / Practical Experience

• ServiceNow: configuring modules, workflows, ACLs, Business Rules, Client Scripts, forms, or basic integrations according to role focus.
• CMDB: maintaining CI records, reviewing relationships, resolving duplicates, supporting identification/reconciliation, and producing health reports.
• HAM: tracking hardware assets from receipt to retirement, updating asset records, coordinating tagging, reconciling inventories, and supporting audits.
• SAM: maintaining software inventory and entitlements, reconciling deployments to licences, supporting true-ups, reviewing contract details, and preparing compliance reports.
• Analysing data quality issues, documenting root causes, coordinating corrections, and tracking issues to closure.
• Preparing operational reports and supporting governance meetings or audit requests.

Good-to-Have Skills

• ServiceNow HAM Pro, SAM Pro, CMDB Health, Discovery, Flow Designer, or IntegrationHub.
• CSDM and CI relationship knowledge.
• Software licensing exposure for Microsoft, Oracle, Adobe, or other enterprise publishers.
• ITIL Foundation or ServiceNow CSA/CAD certification.
• Experience supporting global teams, client stakeholders, or managed-service delivery.