Role: CMDB & HAM Process Manager

Location: Hyderabad, India

Expected Hours: PST hours (AM into Early Afternoon)

Team: I&O Technology Support Services – ITSM Team

Reports To: ITSM/CFS Process Manager & Service Manager

Role Overview

The CMDB and Hardware Asset Management (HAM) Process 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

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
6+ years of experience leading CMDB and HAM processes in an enterprise environment.
8+ years of experience working with ITIL-based 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

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

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