Sr Analyst-CMDB & HAM Management

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Role Overview

The CMDB and Hardware Asset Management (HAM) Manager is a process leadership role responsible for the governance, execution, and continuous improvement of the Configuration Management Database (CMDB) and Hardware Asset Management processes, while supporting and aligning overlapping Software Asset Management (SAM) requirements to maintain a centralized and trusted system of record. This role ensures accurate configuration data, effective asset lifecycle management, and license compliance across the enterprise, serving as the process owner for CMDB and HAM in alignment with ITIL best practices, organizational standards, and audit requirements. The role leads and governs configuration and asset management activities across Infrastructure, Operations, Security, Application, Procurement, and Finance teams; establishes standards and ensures consistent execution; and serves as the authority for data quality, compliance, and lifecycle issues. In close partnership with Incident, Change, Release, Problem, Infrastructure, Software, Field Services, and ServiceNow teams, this role drives strong process integration, provides training and awareness to stakeholders, identifies gaps, risks, and improvement opportunities across people, process, tooling, and data quality, and supports internal, SOX, NIST, and other audit and compliance activities, including annual and ad-hoc data certifications and physical inventory audits.

Key Responsibilities

• Own, improve, and govern CMDB and HAM processes end to end, ensuring accuracy, consistency, and compliance.
• Define, maintain, and enforce CMDB data models, CI standards, relationship mapping, and ownership.
• Ensure CMDB data quality, completeness, and integrity through controls, audits, and automation.
• Manage hardware asset lifecycle activities including request, procurement, deployment, maintenance, and disposal.
• Manage software asset lifecycle activities including license compliance, optimization, renewal tracking, and entitlement management.
• Ensure alignment between CMDB, SAM, HAM, Incident, Change, Release, and Problem processes.
• Define, track, and report on CMDB and HAM KPIs, trends, and compliance metrics.
• Drive remediation efforts for data quality issues, compliance gaps, and audit findings.
• Work with the ServiceNow team to enhance discovery, automation, workflows, dashboards, and reporting.
• Fulfill audit, risk, and compliance artifact requirements on a recurring basis.
• Conduct & manage annual and ad-hoc Data Certifications and Physical Inventory Audits

Required Knowledge & Skills

• Expert-level knowledge of Configuration Management, Software Asset Management, and Hardware Asset Management.
• Strong understanding of ITIL-based IT Service Management frameworks and asset lifecycle management.
• Hands-on experience with ServiceNow CMDB and HAM modules, including discovery, normalization, and reporting.
• Strong understanding of data governance, data quality management, and configuration control.
• Excellent organizational and analytical skills with strong attention to detail.
• Excellent English communication skills, both written and verbal, suitable for technical and business audiences.
• Demonstrated ability to enforce governance while enabling operational efficiency.

Knowledge of Flexera or equivalent Software Management tools & processes

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 5+ years of experience leading CMDB and HAM processes in an enterprise environment.
• 5+ years of experience working with ITIL-based IT Service Management processes.
• 5+ years of hands-on experience with ServiceNow in an enterprise environment.
• ITIL v3 or ITIL 4 certification required.

Preferred Qualifications & Skills

• ServiceNow certification(s) in CMDB, SAM, or HAM.
• Experience supporting audits, SOX compliance, or vendor license reviews.
• Experience using SharePoint for documentation and knowledge management.
• Experience with asset discovery tools and automated reconciliation.
• Experience driving automation or continuous improvement initiatives within asset and configuration management.
• Experience with NIST or equivalent Cybersecurity audits
• Experience with SAM and / or equivalent tools such as LeanIX or Flexera