Customer Ops Specialist Sr- Senior Configuration & ServiceNow Entitlements Administrator

Mgr Services - ServiceNow CMDB

Location:  The role will be a hybrid position, Delhi NCR, Hyderabad, Bangalore, Pune

Shift: US aligned, 6 or 7 PM- 3 or 4 AM IST

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a  Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

Job Summary
The Sr PM/Senior Configuration & ServiceNow Entitlements Administrator is responsible for ensuring the accuracy, integrity, and governance of the Managed Services Configuration Management Database (CMDB) and the administration of ServiceNow entitlements. This role oversees the quality of configuration item (CI) data—comprising IT infrastructure devices—and ensures appropriate user access and permissions within ServiceNow. The position is an individual contributor role that serves as a subject matter expert, working closely with platform engineers, automation teams, and operational stakeholders to maintain both CMDB data quality and entitlement compliance.

Roles and Responsibilities

• CMDB Ownership & Governance

• Maintain the integrity, structure, and accuracy of the CMDB for Managed Services.
• Define and enforce CI data quality standards, naming conventions, and attribute requirements.
• Monitor and validate automated data feeds between Skylar One and ServiceNow via Skylar Automation, resolving discrepancies.

ServiceNow Entitlements Administration

• Manage user access, roles, and permissions within ServiceNow for Managed Services stakeholders.
• Ensure entitlement assignments comply with security policies and least-privilege principles.
• Coordinate with Now Support and platform teams to implement changes and audit entitlements.

Requirements Gathering & Continuous Improvement

• Collect feedback from operations and service delivery teams to refine CI data and entitlement requirements.
• Provide clear specifications to the Platform team for new attributes, fields, or role configurations needed in ServiceNow.

Stakeholder Collaboration

• Act as the liaison between Managed Services operations, platform engineering, automation teams, and Now Support.
• Communicate CMDB changes, entitlement updates, and process improvements to stakeholders.

Reporting & Compliance

• Develop and maintain reporting on CI accuracy, completeness, and entitlement compliance.
• Support audits and compliance initiatives by ensuring CMDB and entitlement data meet regulatory, contractual, and internal standards.

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT asset/configuration management and ServiceNow administration.
• Strong understanding of ITIL Configuration Management processes.
• Experience with ServiceNow CMDB modules, role-based access control, and integration techniques.
• Familiarity with IT infrastructure components (servers, storage, networking, etc.).
• Excellent analytical and problem-solving skills.
• Strong communication skills for cross-functional collaboration.

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.