ServiceNow HAM Pro Analyst

Overview

Drive enterprise adoption and continuous improvement of ServiceNow Hardware Asset Management (HAM) by leading Discovery, CMDB governance, Service Mapping, and CSDM initiatives, supporting IT asset management modernization.

What you'll do

• Drive Discovery success and coverage across end-user compute and server environments.
• Own Discovery administration to ensure schedules, credentials, and MID Server infrastructure are optimally configured and running consistently.
• Identify Discovery gaps and write new or refined Discovery patterns to close them.
• Partner with internal IT teams to perform stockroom audits, ensuring physical inventory reconciles with system-of-record data.
• Identify and automate key stockroom activities (receiving, transfers, stock counts) to reduce manual effort and improve accuracy.
• Implement and maintain Service Mapping to accurately reflect application-to-infrastructure dependencies.
• Troubleshoot mapping gaps and keep service maps current as the environment changes.
• Drive the vision and roadmap for CSDM (Common Service Data Model) adoption across the enterprise.
• Guide the organization through CSDM foundation, crawl, walk, and run stages, ensuring consistent application of the model across CMDB domains.
• Partner with e-waste vendors to manage compliant disposal of retired IT equipment.
• Maintain documentation and audit trails to demonstrate environmental and regulatory compliance.
• Process asset onboarding, ensuring new hardware is accurately entered, classified, and linked to the correct CI records from day one.
• Drive and continuously improve CMDB data quality metrics, identifying and remediating duplicate, orphaned, or incomplete configuration items.
• Build dashboards and reporting to track data quality trends over time.
• Identify cost savings opportunities by analysing and managing IT equipment across the full hardware portfolio (age, utilization, refresh cycles, and recovery/reclamation).

What you'll need

• 8–12 years of overall IT experience.
• 3+ years of hands-on experience with ServiceNow HAM Pro, Discovery, and CMDB.
• Demonstrated experience writing and troubleshooting Discovery patterns and identifying discovery/CMDB gaps.
• Working knowledge of Service Mapping configuration and maintenance.
• Experience with CSDM framework concepts and enterprise-wide CMDB governance.
• Hands-on experience managing hardware asset lifecycle processes, including stockroom and asset onboarding workflows.
• Strong analytical skills with the ability to translate asset and usage data into cost-savings recommendations.
• Excellent stakeholder communication skills; able to work directly with internal IT teams and external vendors.

Nice to have

• ServiceNow CSA, CIS-HAM, CIS-Discovery, or CIS-CSDM certification.
• Experience with SAM Pro and its relationship to HAM/CMDB data.
• Experience managing e-waste/ITAD vendor relationships and compliance documentation.
• Background in enterprise CMDB governance or data quality improvement initiatives.