Subject Matter Expert (Tools&Automation)

Job Summary

\\\\r\\\\nMaintain and update Configuration Items (CIs) and their attributes across infrastructure, applications, cloud, and network components.\\\\r\\\\nEnsure data accuracy, completeness, and consistency across all CI classes.\\\\r\\\\nManage and optimize CI lifecycle processes (creation, update, retirement).\\\\r\\\\nCollaborate with Incident, Problem, Change, Release, and Asset Management teams to ensure CI data supports ITSM workflows.\\\\r\\\\nValidate CI relationships for accurate impact analysis during Change Management.\\\\r\\\\nSupport Service Operations by providing CI data needed for troubleshooting and root cause analysis.\\\\r\\\\nPerform regular CMDB audits, gap analysis, and reconciliation activities.\\\\r\\\\nDefine and enforce CMDB policies, naming conventions, CI class models, and data standards.\\\\r\\\\nDevelop and track CMDB KPIs such as completeness, accuracy, compliance, and reconciliation success rates.\\\\r\\\\nWork with discovery tools (ServiceNow Discovery, SCCM, Tanium, JAMF, cloud discovery, etc.) to automate data ingest.\\\\r\\\\nConfigure discovery schedules, patterns, probes, and classifiers (if ServiceNow-based).\\\\r\\\\nReconcile discovered data with existing CIs and resolve duplication or mismatches.\\\\r\\\\nBuild and maintain application, business, and service maps to support end-to-end visibility.\\\\r\\\\nIdentify technical dependencies between infrastructure and business services.\\\\r\\\\nPartner with application owners, infrastructure teams, and network teams to validate CI relationships.\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nReporting & Documentation\\\\r\\\\n\\\\r\\\\nCreate dashboards and reports highlighting CMDB health, compliance, and data quality trend metrics.\\\\r\\\\nMaintain documentation for CMDB processes, workflows, roles, and responsibilities.\\\\r\\\\nConduct training and awareness sessions for CI owners and IT teams.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

null

Other Requirements

null