CMDB - ITIL Analyst

Role overview

Key responsibilities

• Execute CMDB and HAM processes in line with defined standards and governance.
• Maintain CMDB data accuracy, completeness, and integrity through validation and reconciliation.
• Support hardware asset procurement, deployment, tracking, and disposal; assist with software asset tracking and SAM alignment.
• Monitor and report CMDB/HAM KPIs, trends, and data quality metrics; identify discrepancies and compliance gaps and support remediation.
• Align CMDB and HAM with Incident, Change, Release, and Problem processes.
• Support audits, data certification, and physical inventory validation.
• Work with ServiceNow teams on discovery, automation, and reporting enhancements.
• Maintain process documentation and identify improvement or automation opportunities.

Required qualifications and skills

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience.
• 6+ years of CMDB and HAM process experience in an enterprise ITIL-based or equivalent ITSM environment.
• 8+ years of hands-on ServiceNow experience in an enterprise environment.
• ITIL v3 or ITIL 4 certification required.
• Strong knowledge of CMDB and HAM concepts within ITIL frameworks, data governance, data quality, and configuration management.
• Strong analytical and problem-solving skills, attention to detail, and ability to manage data accuracy in complex environments.
• Strong communication and coordination skills; ability to enforce policies or escalate when necessary.
• Ability to organize audits and manage audit requirements.

Preferred qualifications and skills

• Experience supporting audits, compliance, or data certification activities.
• Exposure to asset discovery tools and automated reconciliation.
• Experience with reporting tools such as ServiceNow, Power BI, or similar.
• Knowledge of SAM tools such as Flexera or equivalent.
• Experience with continuous improvement, inventory audit setup, and metric guidelines.
• Experience managing MIM bridges for occasional backup support.

Expected hours

• Expected hours are PST hours, from AM into early afternoon.

About Mattel