CMDB - ITIL Analyst

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.

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 

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. 

• Experience in managing MIM bridges for occasional backup support 

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy