ITSM + ITAM + Integration Lead

3 days ago

Pune, Maharashtra, India Emergys Full time

Job Title: ITSM + ITAM + Integration Lead

Experience: 8-12 years

Location: Pune, India (Remote-hybrid as per project need)

Job Overview :

Own delivery across ITSM (Incident/Problem/Change/Request), ITAM (SAM/HAM), CMDB/CSDM, and enterprise integrations, ensuring process excellence and data quality.

Key Responsibilities :

  • Lead ITSM process enablement: SLAs, prioritization, Major Incident, Change Risk models, CAB workflows
  • Oversee CMDB health aligned to CSDM: duplicate CI, orphan rate, reconciliation, CI class models
  • Drive ITAM: entitlement management, reclamation, discovery normalization, true-up, license compliance
  • Architect integrations via IntegrationHub, MID Server, REST/SOAP, webhooks, event management
  • Build Service Catalog, Request workflows, Approvals, Orchestration
  • Establish data quality KPIs, ATF automation, performance tuning, upgrade readiness

Must-Have Qualifications :

  • Strong knowledge of CSDM and CMDB design; Discovery, patterns, credentials
  • Hands-on in SAM Pro (publisher packs, reconciliation, normalization) and HAM Pro
  • Integration experience with Azure/AWS, monitoring tools (e.g., Splunk, Dynatrace), identity systems

Preferred Qualifications :

  • Exposure to ITOM, Event Management, Service Mapping; Cost & Chargeback integrations
  • Predictive Intelligence and Virtual Agent in ITSM

Certifications (Mandatory) :

  • Mandatory: CSA
  • Mandatory: CIS – ITSM
  • Mandatory: CIS – Software Asset Management or CIS – Hardware Asset Management (at least one; both preferred)

Soft Skills :

  • Process consulting with IT Ops/Finance/Security
  • Negotiation and stakeholder management

Interview Rubric (Weighting) :

  • ITSM Process Enablement (25%)
  • CMDB/CSDM & Discovery (25%)
  • ITAM – SAM/HAM (25%)
  • Integrations & Orchestration (15%)
  • Quality & Upgrades (10%)

Suggested Screening Questions :

  • Design Change Risk scoring using CI criticality, incident history, and testing coverage

  • Model Microsoft/Adobe license positions and reclamation workflows

  • Blueprint MID Server network zones and credential management for hybrid cloud

Posting Snapshot :

  • Exp: 8–12 yrs | Certs: CSA + CIS‑ITSM + CIS‑SAM/HAM
  • Responsibilities: ITSM processes, CMDB/CSDM, SAM/HAM, integrations, performance & data quality
  • Skills: Discovery/MID, cloud/monitoring integrations, catalog, orchestration, PA

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