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.
QualificationsRole: CMDB - ITIL Analyst
Location: Hyderabad, India
Expected Hours: PST hours (AM into Early Afternoon)
Team: I&O Technology Support Services – ITSM Team
Reports To: CMDB & HAM Process Manager
Role Overview
The CMDB & HAM Analyst is responsible for supporting the execution and operational maturity of the Configuration Management Database (CMDB) and Hardware Asset Management (HAM) processes within a global ITSM environment. This role ensures data accuracy, lifecycle management, and compliance through structured execution, monitoring, and continuous improvement. Working closely with the CMDB & HAM Process Manager and cross-functional teams, the role supports data governance, audit readiness, and process adherence while helping maintain a trusted system of record across the enterprise.
Key Responsibilities
Support execution of CMDB and HAM processes, ensuring adherence to defined standards and governance.
Maintain CMDB data accuracy, completeness, and integrity through validation and reconciliation activities.
Support hardware asset lifecycle activities including procurement, deployment, tracking, and disposal.
Assist in software asset tracking and alignment with SAM requirements.
Monitor and report on CMDB and HAM KPIs, trends, and data quality metrics.
Identify data discrepancies, compliance gaps, and support remediation efforts.
Ensure alignment between CMDB, HAM, Incident, Change, Release, and Problem processes.
Support audit activities, including data certification and physical inventory validation.
Work with ServiceNow teams to support discovery, automation, and reporting enhancements.
Assist in maintaining documentation, standards, and process artifacts.
Highlight gaps or areas where improvement or automation are possible.
Required Knowledge & Skills
Strong knowledge of CMDB and Hardware Asset Management concepts within ITIL frameworks.
Hands-on experience with ServiceNow CMDB and HAM modules.
Understanding of data governance, data quality, and configuration management principles.
Strong analytical and problem-solving skills with attention to detail.
Ability to manage data accuracy in complex environments.
Strong communication and coordination skills.
Able to enforce governing policies and / or escalate when necessary.
Able to manage and organize audits and audit requirements.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
6+ years of experience with CMDB & HAM processes in an enterprise ITIL-based or equivalent IT Service Management processes
8+ years of hands-on experience with ServiceNow in an enterprise environment.
ITIL v3 or ITIL 4 certification required.
Preferred Qualifications & Skills
Experience supporting audits, compliance, or data certification activities.
Exposure to asset discovery tools and automated reconciliation.
Experience with reporting tools such as ServiceNow, PowerBI, or similar.
Knowledge of SAM tools such as Flexera or equivalent.
Experience supporting continuous improvement initiatives.
Experience in setting up inventory audit and metric guidelines.
Skills Required
- Strong knowledge of CMDB and Hardware Asset Management concepts within ITIL frameworks.
- Hands-on experience with ServiceNow CMDB and HAM modules.
- Understanding of data governance, data quality, and configuration management principles.
- Strong analytical and problem-solving skills with attention to detail.
- Ability to manage data accuracy in complex environments.
- Strong communication and coordination skills.
- Able to enforce governing policies and/or escalate when necessary.
- Able to manage and organize audits and audit requirements.
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
- 6+ years of experience with CMDB & HAM processes in an enterprise ITIL-based or equivalent IT Service Management processes.
- 8+ years of hands-on experience with ServiceNow in an enterprise environment.
- ITIL v3 or ITIL 4 certification.
- Experience supporting audits, compliance, or data certification activities.
- Exposure to asset discovery tools and automated reconciliation.
- Experience with reporting tools such as ServiceNow, PowerBI, or similar.
- Knowledge of SAM tools such as Flexera or equivalent.
- Experience supporting continuous improvement initiatives.
- Experience in setting up inventory audit and metric guidelines.
Mattel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mattel and has not been reviewed or approved by Mattel.
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Leave & Time Off Breadth — Leave & Time Off Breadth: Unlimited paid time off for many salaried roles, generous holiday schedules, and flexibility programs are highlighted across company materials. Practices like half‑day Fridays or end‑of‑year breaks appear in some areas, though specifics vary by team and location.
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Healthcare Strength — Healthcare Strength: Comprehensive medical, dental, vision, and disability coverage is paired with an Employee Assistance Program, mindfulness tools, and on‑site fitness centers at key locations. Recent updates add a company‑paid at‑home cancer‑screening program for those enrolled in medical plans.
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Parental & Family Support — Parental & Family Support: Paid leave for new parents, phase‑back‑to‑work options, and global fertility and family‑building resources are emphasized. Select campuses offer on‑site childcare, and adoption assistance and caregiver support are included.
Mattel Insights
What We Do
We are a purpose driven company with a mission to create innovative products and experiences that inspire, entertain, and develop children through play. We treat play as if the future depends on it — because it does. Play is our language, and we speak to our consumers authentically by representing the world as they see and imagine it. Mattel is a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Monster High and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming and digital experiences, music, and live events. We operate in more than 35 locations and our products are sold in more than 150 countries in collaboration with the world’s leading retail and ecommerce companies. Mattel is recognized for the second year in a row as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.
