Analyst - IT Asset Management CMDB

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

• Enhanced visibility and control: The CMDB provides a unified, real-time view of IT infrastructure, assets, and their relationships, helping IT leaders track changes and manage incidents more effectively.
• Improved operational efficiency: By mapping the links between business services and IT infrastructure, the CMDB helps accelerate the diagnosis of service issues, understand the impact of changes, and align IT priorities with business needs.

Job Details

Position Title: Analyst - IT Asset Management

Career Level:  P1

Job Category: Associate

Role Type: Full Time

Job Location: Bengaluru

About the Team:

FCI ITAM supports global operation collaboratively aligning with defined, approved process and procedures from driven from US.

Team is proactive, positive, and collaborative and combining strong analytical skills with the ability to communicate and influence stakeholders across various departments. They must be a self-starter who takes ownership and is adaptable to the fast-changing IT landscape.

Impact (Job Summary/Why this Role Matters)

The ServiceNow CMDB Analyst is responsible for supporting the configuration, maintenance, and administration of the Configuration Management Database (CMDB) within the ServiceNow platform. This role involves collaborating with various stakeholders to ensure accurate and up-to-date configuration data, as well as supporting the integration of other IT service management processes with the CMDB.

Key Deliverables (Duties and Responsibilities)

Reporting into the Sr. Manager/AVP of IT Operations, the role will be responsible for

• Maintain the ServiceNow CMDB to ensure accurate representation of all configuration items (CIs) and their relationships.
• Collaborate with cross-functional teams to build dashboards and reports that are relevant to the knowledge of a specific class.
• Conduct regular audits and reconciliation activities to identify and resolve discrepancies or data integrity issues within the CMDB.
• Monitor and manage CMDB health, including identifying and resolving data quality issues and ensuring data compliance with established guidelines.
• Collaborate with other IT service management teams to ensure integration of CMDB with Incident, Problem, Change, and Asset Management processes.
• Participate in the evaluation and implementation of new CMDB features, enhancements, and tools to improve data accuracy and efficiency.
• Stay up to date with industry best practices and trends related to CMDB management and ServiceNow platform capabilities.
• Assist in the creation and maintenance of CMDB-related documentation, including configuration item (CI) data models, relationships, and lifecycle.
• Assist in the onboarding of new CMDB classes with the validation of class inventory.

Skills and Qualification (Functional and Technical Skills)

Functional Skills:

• Bachelor’s degree in information technology, Computer Science, or related field or equivalent experience
• 3 plus years ServiceNow experience with a focus on IT Service Management (ITSM) and a minimum of 2 years working with Configuration Management/CMDB.
• Strong analytical and problem-solving skills.
• Works well in a team environment and is works well in a fast pace and agile environment.
• Excellent organizational skills demonstrating collaboration, customer service, and communication skills to work in a team environment.

Technical Skills:

• ITIL Foundation v3 or v4 certification is preferred.

Education Requirements

• Any Bachelor’s degree

Relationships & Collaboration

Cross-functional collaboration: Working closely with IT, Security. Legal and Engineering teams to enhance SAM Processes and Identify improvement opportunities.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.