LEAD ANALYST, GLOBAL OPERATIONS (ITAM SAM & CMDB Lead Administrator)

About this role

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,…