Staff Systems Admin

Key Responsibilities:

• Oversee the operational health of SACM Asset, Configuration, and Contract data across CMDB, AMDB, and related repositories.
• Manage SACM queue activity, ensuring timely handling of Tasks and Incidents.
• Analyze, troubleshoot, and resolve data issues to maintain accurate, complete, and reliable SACM data.
• Identify data enrichment opportunities and collaborate with Product Ownership on improvements.
• Lead and support root cause analysis efforts to prevent recurring data or process issues.
• Build strong partnerships with data owners, process owners, and consumers to drive process alignment and data quality.
• Serve as a steward of SACM processes by providing training, guidance, and promoting adherence to standards.
• Develop and manage dashboards and reports to monitor SACM performance, trends, and KPIs.
• Conduct routine audits and enrichment cycles in partnership with stakeholders to maintain governance and data integrity.
• Support and enhance CMDB / AMDB applications and SACM-related Service Catalog workflows.
• Collaborate with other Service Catalog and platform teams to ensure alignment on processes that integrate with or impact SACM data.
• Maintain recurring test cases and support platform health through ServiceNow releases and upgrades.

Characteristics / Traits Required:

• Strong communication and interpersonal skills.
• Flexible and highly collaborative.
• Demonstrated ownership mindset and initiative.
• Detail-oriented with strong analytical capabilities.
• Solutions-oriented problem solver with logical thinking.

Qualifications Required:

• Exposure to Hardware Asset Management (HAM) practices.
• Bachelors degree in technology or business, or 3+ years of SACM experience in Asset and / or Configuration Management.
• General understanding of ServiceNow ecosystem including CMDB, AMDB, and Discovery interactions.
• Understanding of ITIL processes such as Configuration Management, Incident, Problem, Change, PPM, and Service Catalog.
• 3+ years experience in an ITIL-aligned, process-driven service organization.
• Strong documentation and reporting skills.
• General understanding of the ServiceNow Identification and Reconciliation Engine (IRE).
• Familiarity with DevOps and Agile methodologies.
• Knowledge of KPIs and methods used for trend identification and behavioral influence. Experience supporting or managing large, multi-source data repositories including Discovery or similar tools.
• History of supporting SACM process adherence in complex IT environments.
• Strong foundation in IT processes, infrastructure, and service management.
• Proficiency with Microsoft tools (Excel, PowerPoint, Word, Teams, SharePoint).
• Experience with ServiceNow Multi-Source CMDB / CMDB360.
• Flexera One experience.
• Experience supporting asset inventory management, chain-of-custody controls, and asset disposition processes.

Preferred: ITIL V4 certification

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