Analyst-CMDB ITIL
Summary
Maintains and improves Mattel’s IT asset database (CMDB) and hardware asset lifecycle using ServiceNow and ITIL processes to ensure data accuracy and compliance.
Role: CMDB - ITIL Analyst
Location: Hyderabad, India
Expected Hours: PST hours (AM into Early Afternoon)
Team: I&O Technology Support Services – ITSM Team
Reports To: CMDB & HAM Process Manager
Role Overview
The CMDB & HAM Analyst is responsible for supporting the execution and operational maturity of the Configuration Management Database (CMDB) and Hardware Asset Management (HAM) processes within a global ITSM environment. This role ensures data accuracy, lifecycle management, and compliance through structured execution, monitoring, and continuous improvement. Working closely with the CMDB & HAM Process Manager and cross-functional teams, the role supports data governance, audit readiness, and process adherence while helping maintain a trusted system of record across the enterprise.
Key Responsibilities
Support execution of CMDB and HAM processes, ensuring adherence to defined standards and governance.
Maintain CMDB data accuracy, completeness, and integrity through validation and reconciliation activities.
Support hardware asset lifecycle activities including procurement, deployment, tracking, and disposal.
Assist in software asset tracking and alignment with SAM requirements.
Monitor and report on CMDB and HAM KPIs, trends, and data quality metrics.
Identify data discrepancies, compliance gaps, and support remediation efforts.
Ensure alignment between CMDB, HAM, Incident, Change, Release, and Problem processes.
Support audit activities, including data certification and physical inventory validation.
Work with ServiceNow teams to support discovery, automation, and reporting enhancements.
Assist in maintaining documentation, standards, and process artifacts.
Highlight gaps or areas where improvement or automation are possible.
Required Knowledge & Skills
Strong knowledge of CMDB and Hardware Asset Management concepts within ITIL frameworks.
Hands-on experience with ServiceNow CMDB and HAM modules.
Understanding of data governance, data quality, and configuration management principles.
Strong analytical and problem-solving skills with attention to detail.
Ability to manage data accuracy in complex environments.
Strong communication and coordination skills.
Able to enforce governing policies and / or escalate when necessary.
Able to manage and organize audits and audit requirements.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
6+ years of experience with CMDB & HAM processes in an enterprise ITIL-based or equivalent IT Service Management processes
8+ years of hands-on experience with ServiceNow in an enterprise environment.
ITIL v3 or ITIL 4 certification required.
Preferred Qualifications & Skills
Experience supporting audits, compliance, or data certification activities.
Exposure to asset discovery tools and automated reconciliation.
Experience with reporting tools such as ServiceNow, PowerBI, or similar.
Knowledge of SAM tools such as Flexera or equivalent.
Experience supporting continuous improvement initiatives.
Experience in setting up inventory audit and metric guidelines.