ANALYST II, GLOBAL OPERATIONS (ITAM, SAM & CMDB Administrator)

OVERVIEW

RESPONSIBILITIES

1) ITSM, ITAM, SAM, CMDB & Discovery Platform Administration

• Administer Freshservice, Device42, or equivalent ITSM, ITAM, SAM, CMDB, discovery, and asset data platforms.
• Configure platforms from scratch or redesign existing configurations, including modules, asset types, software models, license types, CI classes, fields, forms, workflows, automation rules, notifications, dashboards, roles, permissions, and governance settings.
• Set up and maintain discovery sources, scan ranges, schedules, credentials, collectors, agents, probes, API connections, synchronization jobs, software recognition rules, and reconciliation rules in accordance with security and change management requirements.
• Configure request, approval, assignment, reclamation, retirement, and exception workflows for hardware assets, software assets, and CMDB updates.
• Troubleshoot platform configuration, integration, discovery, synchronization, data import, software normalization, and data quality issues.
• Maintain platform administration documentation, configuration standards, data dictionaries, CI class definitions, software model standards, license data standards, discovery runbooks, and operating procedures.

2) CMDB Architecture, Data Model & Governance

• Design, configure, and maintain the CMDB structure, including CI classes, asset attributes, software and application records, lifecycle states, ownership fields, relationship types, business service mapping, and dependency structures.
• Define and enforce CMDB standards for naming, classification, required fields, ownership, support groups, relationship mapping, lifecycle status, environment, criticality, and authoritative data sources.
• Establish reconciliation processes between discovery tools, endpoint management systems, software inventory sources, procurement records, identity systems, ITSM records, ITAM repositories, and SAM records.
• Identify and resolve duplicate, incomplete, stale, orphaned, incorrectly classified, or conflicting asset, software, and CI records.
• Ensure CMDB data supports incident, request, change, problem, security, audit, vulnerability, software compliance, and service management processes.
• Maintain CMDB governance documentation, data ownership rules, exception-handling processes, and quality metrics.

3) Discovery & Application Dependency Mapping

• Configure and maintain discovery capabilities for endpoints, servers, network devices, virtual infrastructure, cloud resources, databases, application components, and discovered software installations.
• Set up or support ADM and service dependency mapping by enabling discovery methods, validating discovered relationships, and coordinating with application and infrastructure owners.
• Coordinate discovery prerequisites such as service accounts, credentials, network access, firewall allowlisting, agents, probes, collectors, and access approvals with Infrastructure and Security teams.
• Monitor discovery coverage, credential failures, scan errors, synchronization status, relationship completeness, software recognition gaps, and unmapped or unknown assets.
• Continuously tune discovery settings, mapping rules, software normalization logic, reconciliation logic, and dependency rules to improve CMDB accuracy, ADM coverage, and SAM visibility.

4) Hardware Asset Lifecycle & Inventory Management

• Oversee hardware and infrastructure asset lifecycle data from request, receiving, deployment, assignment, transfer, return, decommissioning, disposal, and retirement.
• Ensure lifecycle updates are accurately reflected in ITAM, ITSM, CMDB, discovery, endpoint inventory, and reporting platforms.
• Reconcile purchased, deployed, discovered, retired, and disposed hardware assets across procurement records, endpoint tools, discovery platforms, and ITSM/ITAM systems.
• Maintain accurate inventory data including owner or custodian, location, serial number, model, status, environment, support group, business purpose, warranty or support status, and related CIs or services.
• Coordinate inventory audits, physical verification, exception handling, discrepancy investigations, disposal evidence, and asset record cleanup.

5) Software Asset Management (SAM) & License Governance

• Establish, administer, and maintain software asset records, software models, publishers, versions, editions, categories, license records, entitlement data, subscription records, renewal dates, approved software status, and software lifecycle status within ITAM, SAM, CMDB, and ITSM platforms.
• Reconcile discovered software installations, SaaS usage, endpoint inventory, purchase records, subscriptions, entitlements, and approved software records to support license accuracy and compliance visibility.
• Track software assignments, usage, ownership, business justification, license position, approval status, renewal risk, retirement status, and compliance status.
• Identify unused, underused, duplicate, unauthorized, unsupported, end-of-life, or potentially non-compliant software and coordinate remediation, reclamation, renewal, or retirement actions with the appropriate owners.
• Support software request, approval, assignment, deployment, reclamation, renewal, retirement, and decommissioning workflows in coordination with IT Support, Security, Procurement, Finance, Legal, and Application Owners.
• Maintain software-related CIs and relationships in the CMDB, including links between applications, software products, users, devices, servers, business services, application owners, support groups, and dependency records.
• Prepare dashboards and reports for software compliance, license utilization, renewal risk, unauthorized software, software lifecycle status, SaaS/application inventory, reclamation opportunities, and cost optimization opportunities.
• Support software audits, true-ups, renewals, vendor reviews, and internal compliance reviews by providing accurate asset, entitlement, deployment, and usage data. Contract negotiation and legal interpretation remain owned by Procurement, Finance, and Legal.

6) Integrations, Automation & Reporting

• Configure and maintain integrations between ITSM, ITAM, SAM, CMDB, discovery platforms, endpoint management tools, procurement sources, identity systems, SaaS sources, and reporting tools.
• Build workflows, automation rules, validation rules, notifications, exception reports, and data quality controls to reduce manual effort and improve reliability.
• Create and maintain dashboards and reports for inventory health, lifecycle status, CMDB completeness, discovery coverage, ADM coverage, software compliance, license utilization, renewal exposure, aging assets, reconciliation exceptions, and audit readiness.
• Analyze data quality metrics, discovery gaps, synchronization failures, software normalization issues, license gaps, and process issues to identify corrective actions and improvement opportunities.
• Support automation, API, import/export, bulk update, and low-code workflow activities where appropriate and approved.

7) Stakeholder Coordination, Governance & Process Ownership

• Serve as the primary administrator and subject matter expert for ITAM, SAM, CMDB, discovery, and related ITSM configurations.
• Partner with Infrastructure, Security, Service Desk, Procurement, Finance, Legal, Compliance, vendors, and application teams to align asset, software, license, CI, and service data with operational, audit, compliance, and business requirements.
• Document and improve processes for asset intake, software intake, CI creation, discovery onboarding, license record maintenance, ownership validation, dependency mapping, lifecycle updates, reclamation, and decommissioning.
• Provide guidance and training to IT teams on asset, software, license, CMDB, discovery, and platform update requirements.
• Support audit, compliance, risk, security, and governance activities related to hardware assets, software assets, software licensing, CMDB reliability, discovery coverage, and administrative access controls.

QUALIFICATIONS

Required

• 3-5+ years of experience in ITSM, ITAM, SAM, CMDB administration, IT operations, systems administration, infrastructure support, software asset management, or a related technical platform administration role.
• Hands-on administration experience with ITSM, ITAM, SAM, CMDB, discovery, endpoint inventory, or asset data platforms such as Freshservice, Device42, SCCM/MECM, Intune, or equivalent tools.
• Experience configuring asset models, software models, CI data models, fields, forms, workflows, automations, dashboards, relationships, discovery settings, synchronization rules, data imports, or system integrations.
• Practical understanding of CMDB concepts, CI relationships, lifecycle states, service mapping, configuration management governance, and ITIL-aligned service management processes.
• Experience with Software Asset Management processes such as software inventory, license tracking, entitlement management, software normalization, license reconciliation, usage reporting, reclamation, and compliance reporting.
• Familiarity with common software licensing concepts such as named-user, device-based, subscription, SaaS, concurrent, enterprise agreement, server, core, processor, and usage-based licensing models.
• Hands-on experience with discovery or inventory tools, including scan configuration, credential management, discovery troubleshooting, data normalization, software recognition, reconciliation, connector setup, or integration management.
• Working knowledge of infrastructure environments such as Windows and Linux servers, endpoints, basic networking, virtualization, cloud resources, databases, application services, and endpoint management platforms.
• Ability to analyze data quality issues, resolve discrepancies, and establish repeatable governance, reconciliation, exception-management, and audit-readiness processes.
• Understanding of administrative access controls, change management, credential security, least-privilege access, and separation-of-duties expectations for ITSM, ITAM, SAM, CMDB, and discovery platforms.
• Strong documentation, reporting, dashboarding, communication, and stakeholder-management skills.
• Ability to work cross-functionally with technical teams, non-technical stakeholders, vendors, auditors, procurement, finance, legal, security, and compliance partners.

Preferred

• Direct administrator experience with Freshservice and/or Device42, including ITAM, SAM or software inventory, CMDB, discovery, integrations, dashboards, or ADM/service dependency mapping.
• Experience implementing, rebuilding, or significantly improving ITAM, SAM, CMDB, discovery, or ITSM modules from scratch.
• Experience with Application Dependency Mapping, service mapping, business service modeling, or infrastructure dependency validation.
• Experience with software compliance audits, license true-ups, renewal support, vendor audit preparation, SaaS inventory, software rationalization, or cost optimization initiatives.
• Experience with SAM or license management tools such as ServiceNow SAM, Device42 software inventory, Lansweeper, or equivalent platforms.
• Familiarity with enterprise software licensing and administration data for platforms such as Microsoft 365, Adobe, Autodesk, Oracle, VMware/Broadcom, Atlassian, Salesforce, Zoom, or similar vendors.
• Experience with API-based integrations, webhooks, data imports, automation scripts, SQL or reporting queries, PowerShell, Python, or low-code workflow automation.
• Experience supporting IT audit, SOX or compliance requirements, ISO 27001, security operations, vulnerability management, change management, or software compliance use cases that rely on accurate asset, license, and CMDB data.
• ITIL Foundation, ITIL 4 Specialist, Certified Hardware Asset Management Professional (CHAMP), Certified Software Asset Manager (CSAM), ServiceNow CIS, Freshservice certification, Device42 training or certification, or equivalent practical experience.
• Experience with Power BI, advanced Excel reporting, Freshservice analytics, Device42 reporting, or similar reporting and analytics tools.

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