ServiceNow HAM Pro Specialist

About the Opportunity

Cybiant is sourcing a Senior IT Analyst – Hardware Asset Management to support a confidential client, a large international organization. This role is based in Kuala Lumpur, with frequent travel to Manila required to work on-site with the customer. The engagement is on a contract basis.

This role supports the client's IT Asset Management (ITAM) enhancement program, with a strong focus on the ServiceNow Hardware Asset Management Professional (HAM Pro) module.

The technical implementation and configuration of ServiceNow HAM Pro is delivered by a separate third-party ServiceNow vendor. This role is the client's technical counterpart and interface to that vendor: you will need strong technical knowledge of ServiceNow HAM Pro to define requirements, direct the vendor's work, and critically review, validate, and sign off on the vendor's technical designs and configurations. You will also strengthen IT asset lifecycle management practices, guide the optimization of ITAM tools delivered by the vendor, and help establish governance policies for IT end-user assets.

You will work closely with the client's ITAM product owners, ServiceNow platform teams, Flexera administrators, service management leads, the implementation vendor, and business stakeholders to ensure accurate, compliant, and fully integrated IT asset data and processes.

Key Responsibilities

• Act as the client's technical interface to the third-party vendor responsible for implementing the ServiceNow Hardware Asset Management Professional (HAM Pro) module, defining technical and functional requirements and directing the vendor's configuration of hardware stockrooms, asset lifecycle stages/models, asset normalization, and CMDB reconciliation.
• Critically review, test, and validate the vendor-delivered ITAM-related workflows (Flow Designer/Workflow), business rules, UI policies, asset lifecycle models, and reporting capabilities within ServiceNow HAM Pro, ensuring designs meet client requirements before acceptance.
• Guide and oversee the vendor's technical work to enhance and stabilize the integration between ServiceNow HAM Pro and Flexera (via APIs/MID Server), and validate the reconciliation of asset data, normalization, and data quality improvements delivered by the vendor.
• Develop, review, and maintain IT end-user asset governance policies, standards, and procedures aligned with ITSM practices and audit requirements.
• Ensure asset lifecycle states, ownership, financial attributes, and compliance statuses are accurately tracked and correctly configured by the vendor within ITAM systems (e.g., ServiceNow HAM Pro/ITAM, Flexera, Oracle FAR), covering the end-to-end lifecycle of IT end-user assets.
• Define ITAM KPIs, data quality metrics, and control checkpoints, and direct the vendor in technically configuring these within ServiceNow (e.g., Performance Analytics, scheduled reports, data policies).
• Develop management reports, dashboards, and analysis on asset inventory, lifecycle status, compliance, and risks, working with the vendor on the underlying ServiceNow reporting and dashboard configuration.
• Identify gaps, risks, and control issues across the IT asset lifecycle, and direct the vendor to implement corrective configuration or process changes within ServiceNow.

What You Bring

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or related discipline.
• Minimum of 5 years experience in IT Asset Management, IT Service Management, or related IT operations roles.
• Strong technical knowledge of the ServiceNow Hardware Asset Management Professional (HAM Pro) module, including hardware stockrooms, asset lifecycle stages/models, normalization, CMDB, and asset reconciliation, is required. This role does not perform the configuration directly (that work is delivered by a third-party ServiceNow vendor), but you must understand the module in sufficient technical depth to define requirements, direct the vendor, and critically review, challenge, and validate the vendor's technical designs and configuration decisions. General/functional familiarity with ServiceNow alone is not sufficient.
• Working technical knowledge of ServiceNow platform-configuration capabilities such as Business Rules, UI Policies, Flow Designer/Workflow, ACLs, and Performance Analytics/reporting, sufficient to critically assess and validate vendor-proposed technical designs and configurations, even though you will not build these directly.
• Working knowledge of Flexera (or equivalent software asset management tools) and of how these integrate technically with ServiceNow (e.g., via APIs or MID Server), sufficient to oversee and validate the vendor's integration work.
• Strong understanding of IT asset lifecycle management, governance, and compliance controls.
• Experience designing or implementing ITAM policies, processes, and performance reporting.
• Strong analytical, documentation, and data management skills.
• Excellent communication and stakeholder engagement skills.
• Experience overseeing or managing third-party IT vendors/system integrators, including reviewing technical deliverables, test results, and configuration documentation, and conducting acceptance testing, is preferred.
• ServiceNow Certified System Administrator (CSA) and/or a ServiceNow HAM Pro / ITAM micro-certification is strongly preferred as evidence of technical product knowledge.
• ITIL certification or strong working knowledge of ITIL practices is preferred.

Engagement Details

•    Contract duration: 9 months, subject to extension.

•    Base location: Kuala Lumpur. Note: regular travel to Manila is required to work directly with the customer on-site.

•    A laptop and standard software licenses will be provided for the duration of the engagement.