ITSM Tools Analyst

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS140, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Support Flexera and ServiceNow SAM Pro operations, including maintaining asset records, validating software inventory, and managing discovery and reconciliation processes.

- Maintain and continuously update the Configuration Management Database (CMDB) to ensure accurate representation of software, hardware, and system relationships as inventory states change.

- Coordinate with platform stakeholders to validate asset data, approve updates, and support workflow development within ServiceNow ITSM/ITOM modules.

- Assist with auto-discovery, inventory correlation, and configuration tracking in accordance with agency configuration and change management processes.

- Support IT service reliability, scalability, and security objectives by ensuring asset data integrity and alignment with operational and cybersecurity requirements.

- Produce and support required contract deliverables, reports, and metrics, including asset compliance, license usage, and CMDB accuracy reporting.

- Promote continuous improvement of IT/OT asset and configuration management processes in alignment with federal standards and ITSM practices.

Job-Specific Minimum Requirements:

- Demonstrated experience supporting IT Asset Management (ITAM), Software Asset Management (SAM), or Configuration Management (CMDB) in an enterprise IT/OT environment.

- Hands-on experience with ServiceNow, including CMDB maintenance, asset lifecycle tracking, or ITSM/ITOM process support.

- Experience supporting or maintaining software inventory, license tracking, and reconciliation activities, including validating discovery data and resolving data discrepancies.

- Ability to maintain accurate configuration and asset records in support of change, configuration, and release management processes.

- Experience producing or supporting contract deliverables, reports, and metrics related to asset status, compliance, or operational performance.

- Working knowledge of IT Service Management (ITSM) principles and their application to federal IT environments.

- Ability to collaborate with technical teams, stakeholders, and government personnel to ensure data accuracy, process compliance, and service reliability.

- Familiarity with federal IT standards and compliance requirements, including reliability, scalability, security, and continuous service improvement expectations.

- Bachelor's degree in information systems, Information Technology, Business, or related field.

Additional years of relevant experience will be considered in lieu of degree.

- 3+ years of experience supporting IT asset management, software asset management, CMDB, or IT service management functions in an enterprise environment.

Preferred Skills and Qualifications:

- Hands-on experience with ServiceNow ITSM, ITOM, CMDB, or SAM Pro.

- Experience supporting Flexera FlexNet Manager or...