ServiceNow Process Management Administrator

About the role

We are seeking a ServiceNow Process Management Administrator to oversee the lifecycle of IT assets and configuration items (CIs) within our CMDB. The role ensures data accuracy, compliance, and supports ITSM processes while acting as a Level‑2 escalation point.

Key responsibilities

• Manage end‑to‑end asset lifecycle from procurement to disposal and maintain accurate records in the CMDB.
• Handle Level‑2 escalations for CMDB and asset‑related issues, validating CI relationships, ownership, and data models.
• Monitor CMDB KPIs (accuracy, completeness, consistency), perform audits, and drive corrective actions.
• Analyze “CI not found” trends, support reconciliation and normalization activities, and improve processes.
• Generate reports for operations, finance, and audit compliance, providing data feeds for chargeback systems.
• Support ITIL processes (Incident, Change, Problem, Request) and identify automation opportunities.
• Maintain SOPs, runbooks, and documentation.

Required profile

• 4–7 years of experience in hardware asset management (HAM) and CMDB administration.
• Strong analytical and problem‑solving abilities.
• ITIL certification preferred.
• Experience working in enterprise or global environments.

Required skills

• ServiceNow (or equivalent ITSM platform).
• CMDB and asset management tools.
• Understanding of CI models and relationships.
• Knowledge of ITIL processes.