Lead Analyst, Global Operations – ITAM, SAM, CMDB Lead Administrator

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Qualfon

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

🤝 B2B

🛍️ eCommerce

📡 Telecommunications

B2B • eCommerce • Telecommunications

Qualfon is a comprehensive provider of customer engagement solutions, specializing in services such as contact center operations, digital marketing, data analytics, and fulfillment. The company focuses on enhancing customer interactions and driving revenue through a blend of innovative marketing strategies and back-office support. With a strong commitment to customer care, Qualfon aims to improve customer loyalty and satisfaction across various industries.

📋 Description

• Administer Freshservice, Device42, or equivalent ITSM, ITAM, SAM, CMDB, discovery, and asset data platforms. • Configure platforms from scratch or redesign existing configurations. • Set up and maintain discovery sources, scan ranges, schedules, credentials, collectors, agents, probes, API connections, synchronization jobs, software recognition rules, and reconciliation rules. • Troubleshoot platform configuration, integration, discovery, synchronization, data import, software normalization, and data quality issues. • Maintain platform administration documentation, configuration standards, data dictionaries, CI class definitions, software model standards, license data standards, discovery runbooks, and operating procedures. • Design, configure, and maintain the CMDB structure, including CI classes. • Define and enforce CMDB standards for naming, classification, required fields, ownership, support groups, relationship mapping, lifecycle status, environment, criticality, and authoritative data sources. • Oversee hardware and infrastructure asset lifecycle data. • Establish, administer, and maintain software asset records, software models, publishers, versions, editions, categories, license records, entitlement data, subscription records, renewal dates, and software lifecycle status. • Configure and maintain integrations between ITSM, ITAM, SAM, CMDB, discovery platforms, and other systems. • Build workflows, automation rules, validation rules, notifications, and data quality controls to reduce manual effort and improve reliability. • Serve as the primary administrator and subject matter expert for ITAM, SAM, CMDB, discovery, and related ITSM configurations.

🎯 Requirements

• 3-5+ years of experience in ITSM, ITAM, SAM, CMDB administration, IT operations, systems administration, infrastructure support, software asset management, or a related technical platform administration role. • Hands-on administration experience with ITSM, ITAM, SAM, CMDB, discovery, endpoint inventory, or asset data platforms such as Freshservice, Device42, SCCM/MECM, Intune, or equivalent tools. • Experience configuring asset models, software models, CI data models, fields, forms, workflows, automations, dashboards, relationships, discovery settings, synchronization rules, data imports, or system integrations. • Practical understanding of CMDB concepts, CI relationships, lifecycle states, service mapping, configuration management governance, and ITIL-aligned service management processes. • Experience with Software Asset Management processes such as software inventory, license tracking, entitlement management, software normalization, license reconciliation, usage reporting, reclamation, and compliance reporting. • Familiarity with common software licensing concepts such as named-user, device-based, subscription, SaaS, concurrent, enterprise agreement, server, core, processor, and usage-based licensing models. • Hands-on experience with discovery or inventory tools, including scan configuration, credential management, discovery troubleshooting, data normalization, software recognition, reconciliation, connector setup, or integration management. • Working knowledge of infrastructure environments such as Windows and Linux servers, endpoints, basic networking, virtualization, cloud resources, databases, application services, and endpoint management platforms. • Ability to analyze data quality issues, resolve discrepancies, and establish repeatable governance, reconciliation, exception-management, and audit-readiness processes. • Understanding of administrative access controls, change management, credential security, least-privilege access, and separation-of-duties expectations for ITSM, ITAM, SAM, CMDB, and discovery platforms. • Strong documentation, reporting, dashboarding, communication, and stakeholder-management skills. • Ability to work cross-functionally with technical teams, non-technical stakeholders, vendors, auditors, procurement, finance, legal, security, and compliance partners.

🏖️ Benefits

• Health insurance • Flexible work hours • Professional development opportunities • Employee assistance programs