Lead Analyst, Global Operations – ITAM, SAM, CMDB Lead Administrator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage and oversee the administration of Freshservice, Device42, or similar ITSM, ITAM, SAM, CMDB, discovery, and asset data platforms.

• Configure various platform modules, asset types, software models, license types, CI classes, fields, forms, workflows, automation rules, notifications, dashboards, roles, permissions, and governance settings.

• Maintain discovery sources, scan ranges, schedules, credentials, collectors, agents, probes, API connections, synchronization jobs, software recognition rules, and reconciliation rules.

• Set up workflows for requests, approvals, assignments, reclamation, retirement, and exceptions related to hardware assets, software assets, and CMDB updates.

• Design and oversee the structure of the CMDB, including CI classes, asset attributes, lifecycle states, ownership fields, relationships, business service mapping, and dependency frameworks.

• Implement reconciliation processes across various tools, including discovery, endpoint management, software inventory, procurement, identity, ITSM, ITAM, and SAM systems.

• Identify and rectify issues related to duplicate, incomplete, stale, orphaned, incorrectly classified, or conflicting records.

• Configure discovery processes and support application dependency mapping for endpoints, servers, network devices, virtual infrastructure, cloud resources, databases, application components, and software installations.

• Supervise the lifecycle data of hardware assets from their request and deployment through to their return, disposal, and retirement.

• Establish and maintain records related to software assets, licenses, entitlement data, subscriptions, renewals, approved software status, and software lifecycle status.

• Detect unused, unauthorized, unsupported, end-of-life, or potentially non-compliant software and coordinate actions for remediation, reclamation, renewal, or retirement.

• Configure integrations, workflows, automation, validation rules, notifications, exception reports, data quality controls, APIs, imports, exports, bulk updates, and low-code workflows.

• Generate dashboards and reports to assess inventory health, CMDB completeness, discovery and ADM coverage, software compliance, license utilization, renewal exposure, aging assets, reconciliation exceptions, and audit readiness.

• Act as the primary administrator and subject matter expert, coordinating with teams in Infrastructure, Security, Service Desk, Procurement, Finance, Legal, Compliance, vendors, and application teams.

• Document and enhance processes related to asset management, software, CI, discovery, licensing, dependency mapping, lifecycle, reclamation, and decommissioning.

• Provide guidance, training, and support for audit, compliance, risk, security, governance, and administrative access control activities.

⛳️ Requirements

• 3-5+ years of experience in the administration of ITSM, ITAM, SAM, CMDB, IT operations, systems administration, infrastructure support, software asset management, or related technical platforms.

• Practical administration experience with ITSM, ITAM, SAM, CMDB, discovery, endpoint inventory, or asset data platforms, such as Freshservice, Device42, SCCM/MECM, Intune, or equivalent tools.

• Experience in configuring asset models, software models, CI data models, fields, forms, workflows, automations, dashboards, relationships, discovery settings, synchronization rules, data imports, or system integrations.

• Solid understanding of CMDB concepts, CI relationships, lifecycle states, service mapping, configuration management governance, and ITIL-aligned service management processes.

• Familiarity with Software Asset Management processes, including software inventory, license tracking, entitlement management, software normalization, license reconciliation, usage reporting, reclamation, and compliance reporting.

• Knowledge of various licensing models, including named-user, device-based, subscription, SaaS, concurrent, enterprise agreement, server, core, processor, and usage-based licensing.

• Hands-on experience with discovery or inventory tools involving scan configuration, credential management, discovery troubleshooting, data normalization, software recognition, reconciliation, connector setup, or integration management.

• Working knowledge of Windows and Linux servers, endpoints, basic networking, virtualization, cloud resources, databases, application services, and endpoint management platforms.

• Ability to analyze data quality issues, resolve discrepancies, and establish governance, reconciliation, exception management, and audit readiness processes.

• Understanding of administrative access controls, change management, credential security, least-privilege access, and separation-of-duties expectations.

• Strong skills in documentation, reporting, dashboarding, communication, and stakeholder management.

• Capability to collaborate cross-functionally with both technical and non-technical stakeholders, including vendors, auditors, procurement, finance, legal, security, and compliance partners.

• Preferred: Experience in Freshservice and/or Device42 administration; ITAM, SAM, CMDB, discovery, or ITSM implementations; ADM/service mapping; software compliance audits and license true-ups; SAM or license management tools; enterprise software licensing; API integrations, webhooks, data imports, PowerShell, Python, SQL, or low-code automation; IT audit, SOX, ISO 27001, security operations, vulnerability management, or change management experience; relevant certifications or equivalent practical experience; Power BI or advanced Excel reporting.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and continuous learning.

• Comprehensive health insurance and wellness programs.

• Flexible work arrangements and a supportive work environment.

• Additional perks such as paid time off, retirement plans, and employee discounts.