CMDB Analyst/ ITSM/ ServiceNow - Bangalore

Job Title: CMDB Analyst/ ITSM/ ServiceNow

About Us

“Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount. With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery.

WHY JOIN CAPCO?

You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry.

MAKE AN IMPACT

Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services.

#BEYOURSELFATWORK

Capco has a tolerant, open culture that values diversity, inclusivity, and creativity.

CAREER ADVANCEMENT

With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands.

DIVERSITY & INCLUSION

We believe that diversity of people and perspective gives us a competitive advantage.

Role Description:

Job Title: CMDB Analyst/ ITSM/ ServiceNow

Location: Sarjapur, Bengaluru

Hybrid Mode - 3 days WFO (Tues, Wed, Thurs) per week

Shift Time: EMEA

Overview:

Role Description

Engagement Overview CMDB Analyst to contribute to operational CMDB maintenance, data quality improvement, and configuration support in our development environment. The ideal candidate is comfortable learning systems independently, can write basic scripts for systematic cleanup, and understands CMDB/ITSM concepts without needing extensive supervision Key Focus Areas: Inbox/queue management, duplicate CI resolution, data source configuration and monitoring, relationship management, and proactive data quality initiatives Responsibilities

• CMDB Inbox & Queue Management

• Monitor and triage CMDB intake queue/mailbox daily

• Respond to standard requests (CI updates, relationship corrections, ownership changes, lifecycle/status updates)

• Categorize and route complex issues; escalate appropriately

• Data Quality & Duplicate Resolution

• Identify and systematically remove duplicate CIs using scripts and bulk operations

• Write simple scripts (JavaScript/ServiceNow scripting) to automate repetitive cleanup tasks

• Reconcile CI records across integrated sources (discovery, asset management, cloud platforms)

• Flag and resolve data conflicts, missing attributes, and stale records

• Execute bulk updates following documented data standards

• Data Source Configuration & Management

• Configure and onboard new data sources feeding into the CMDB

• Map and label which data sources should update which CI classes/attributes

• Monitor data feed health (expected CI counts, attribute population, load failures)

• Perform basic troubleshooting of integration issues; open incidents with source owners when needed

• Work in dev environment to test and validate data source configurations before production

• CI Relationship & Dependency Management

• Create, update, and validate CI relationships and service dependencies

• Collaborate with application/service owners to ensure relationship accuracy

• Identify and document systemic relationship gaps, data quality issues, and process bottlenecks

• Solve straightforward issues independently using basic scripting, bulk updates, or configuration changes

• Escalate complex problems to engineering with clear documentation of the issue, impact, and potential solutions

• Track remediation progress and validate fixes

• UAT & Testing Support

• Support testing and validation of CMDB changes in lower environments

• Provide feedback to admins and engineers on configuration changes

• Participate in data source validation before production deployment Required Skills & Qualifications Must-Have:

• ServiceNow experience with hands-on CMDB and ticketing module usage

• Ability to write basic scripts for data cleanup and automation (JavaScript, ServiceNow scripting, or similar)

• Self-sufficient learner who can explore systems, understand configurations, and solve problems with minimal guidance

• Strong understanding of CMDB concepts: CI records, attributes, relationships, lifecycle/status, data reconciliation

• Experience with data quality work: identifying duplicates, reconciliation, bulk updates

• Ticket triage and customer communication skills

• Proficiency in Excel (pivot tables, vlookups, data manipulation) Preferred:

• Experience configuring or managing data sources/integrations in ServiceNow (Discovery, Integration Hub, import sets)

• Familiarity with CI reconciliation and normalization (Identification & Reconciliation Engine - IRE)

• ITIL Foundation or ITSM framework knowledge

• Experience writing ServiceNow Business Rules, Transform Maps, or scheduled jobs

• Exposure to API integrations or middleware platforms

If you are keen to join us, you will be part of an organization that values your contributions, recognizes your potential, and provides ample opportunities for growth. For more information, visit www.capco.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.