ITSM/ITAM Admin Requirement

Role Purpose & Context

ITSM & ITAM Administration

• Support configuration, administration, and maintenance of ITSM and ITAM platforms (e.g., ServiceNow, Flexera, Snow).
• Ensure asset and service data across ITAM lifecycles (procurement, deployment, usage, retirement) is validated and synchronized with CMDB and ITSM records.
• Support ITSM workflows (incident, request, change, problem) with a focus on ensuring data accuracy and alignment with ITIL standards.
• Coordinate integration testing and data validation between ITSM, ITAM, CMDB, and other enterprise systems.

Data Validation & Quality Assurance

• Perform data reconciliation between ITAM, CMDB, and financial/procurement systems to ensure accuracy, completeness, and alignment.
• Validate asset records, entitlements, and lifecycle status to support compliance, governance, and audit readiness.
• Embed data validation checks into regression testing, UAT, and release cycles to proactively identify inconsistencies.
• Monitor and resolve data quality issues such as duplicates, incomplete records, and misaligned ownership.
• Track, analyze, and report defects, highlighting data-related impacts on business processes and services.
• Document and enforce validation rules, data standards, and process controls across ITSM/ITAM functions.
• Maintain a structured repository of test results, validation scripts, exception reports, and corrective actions to ensure repeatability and audit traceability.

Governance & Continuous Improvement

• Support governance activities by ensuring ITSM/ITAM data is compliant with internal standards, ITIL practices, and ISO frameworks (e.g., ISO 20000, ISO 19770).
• Collaborate with stakeholders to improve data quality processes and validation controls.
• Contribute to continuous improvement initiatives by identifying recurring data issues and recommending remediation measures.
• Stay updated with best practices in ITSM/ITAM data governance and validation techniques

Other Responsibilities

• Provide change/test management support when required.
• Collaborate with IT teams and stakeholders to align on validation, compliance, and reporting requirements.
• Support knowledge sharing by documenting ITSM/ITAM data validation processes and runbooks.

Education

• Bachelor’s degree in computer science, Information Systems, or related discipline.

Experience & Knowledge

• 2–4 years’ experience in ITSM/ITAM administration, testing, or data validation. (e.g., ServiceNow / Symphony ITAM, Flexera, SNOW, or equivalent
• Strong understanding of ITAM lifecycles (hardware and software), license compliance, and asset governance.
• Experience validating integrations between ITAM, CMDB, ITSM, and procurement/finance systems.
• Proficiency in Excel (formulas, VBA, macros, Power Query) for reconciliation and validation activities.

Job-Specific Skills

• ITSM and ITAM domain expertise, including asset lifecycle management and service data governance.
• Strong knowledge of validation techniques, data standards, and reconciliation methods.
• Ability to design and execute validation test cases and scripts.
• Knowledge of ITIL practices, ISO 20000, and ISO 19770 standards.
• Analytical and troubleshooting skills for resolving data inconsistencies and integration issues.

Functional

• IT Service Management (ITIL v3/v4)

• Integration Testing & Automation