Subject Matter Expert (Support&Ops)

About the role

The ServiceNow ITAM Specialist – CMDB & HAM (L3) is responsible for architecting, implementing, administering, and optimizing ServiceNow CMDB and Hardware Asset Management (HAM) solutions. The role focuses on CMDB governance, asset lifecycle management, discovery integration, data quality management, automation, and continuous service improvement.

What you'll do

• Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• Perform value addition activities (such as mentoring administrators/team members, preparing SOPs
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
• Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

What you need

• SOP writing
• Reporting
• ServiceNow
• Reconciliation
• Documentation
• Active Directory
• B.Sc or B.Tech or B.E. or BCA

Good to have

• AWS
• ITIL
• Intune
• Azure
• JavaScript
• Root cause analysis