About this role
The Specialist - ITSM Service Asset & Configuration Management is the global process lead accountable for trusted configuration information and reliable service-dependency data that support operational, risk and technology decisions. Based in Pune, this senior individual contributor will own Service Configuration Management and govern the ServiceNow CMDB and Discovery operating model across global technology towers. The emphasis is CMDB architecture, CI lifecycle, discovery, identification and reconciliation, relationships, data ownership and health, not generic hardware or software asset administration. The role partners closely with ServiceNow platform and technical teams while remaining accountable for process, data and governance outcomes. It also mentors junior SACM and Process Analysts. Own the global Service Configuration Management practice, policy, scope, control framework, operating model, governance forums, roadmap and measurable outcomes aligned to ITIL 4. Define and govern the ServiceNow CMDB architecture, CI class and attribute standards, identification and classification rules, lifecycle states, relationship models, ownership and stewardship responsibilities. Establish a practical governance model for authoritative data sources, ServiceNow Discovery, Service Graph or other approved integrations, manual maintenance and exception handling. Partner with ServiceNow and infrastructure teams to govern Discovery scope, schedules, credentials/process dependencies, MID Server coverage, patterns, classification, source precedence and remediation of discovery failures. Technical build remains with the accountable platform/engineering teams. Govern identification and reconciliation so approved sources create or update CIs predictably, duplicates are prevented or resolved, and source conflicts are transparent and controlled. Drive CMDB Health using completeness, correctness and compliance measures; identify and remediate duplicate, stale, orphaned, unowned or incorrectly classified CIs and weak relationships. Define CI certification, attestation, audit sampling and exception processes for critical classes and services, with accountable data owners and time-bound remediation. Improve service and dependency mapping where it materially supports business-impact assessment, incident prioritization, change risk, problem analysis, cybersecurity response and operational resilience. Ensure Incident, Problem and Change records use appropriate CI and service context; monitor usage and quality, and address process or platform design issues that undermine impact analysis and traceability. Own CMDB KPIs and KRIs, including health trends, discovery coverage and errors, reconciliation exceptions, duplication, staleness, orphan rates, ownership, relationship completeness and control compliance; report decisions and risks to global governance forums. Clarify interfaces between Service Configuration Management and IT Asset Management so configuration, operational, financial, contractual and inventory accountabilities are connected but not conflated. Mentor junior SACM and Process Analysts in CI modelling, lifecycle control, discovery/reconciliation concepts, data-quality analysis, stakeholder challenge and audit evidence; build a community of CI class and service data owners.