Senior Information Technology Specialist (Software Asset Manager, CMDB)

Job Description

Love turning asset data into actionable intelligence? Zendesk is looking for a Software Asset Manager who thrives on data governance, CMDB accuracy, and the relationships between assets and business processes. This role is foundational to Observability and ITSM—enabling KPIs, reporting, and service mapping across our 70+ CIO-owned applications.

The Role

The Software Asset Manager will own the software asset and CMDB capability for Zendesk’s internal IT services. You will ensure data governance for IT assets, maintain accurate configuration item (CI) relationships, and support Observability and ITSM KPIs through reliable asset data. This role addresses a critical gap: software asset management has been a missing capability, and you will establish the foundation for service mapping, dependency modeling, and ITSM reporting.

This is a data- and process-focused role that combines asset lifecycle management, CMDB design, and cross-functional partnership. You will work with Enterprise Platforms, Observability, Incident Management, and Problem Management to ensure asset data supports dashboards, incident correlation, and business process mapping.

What You’ll Do

• Own software asset and CMDB data governance—define and maintain asset lifecycle, classification, and relationship standards.

• Establish and maintain configuration item (CI) relationships to business processes, services, and integrations.

• Support Observability and ITSM KPIs—ensure asset data enables dashboards, service health views, and dependency mapping.

• Partner with Observability & Monitoring to connect CMDB to monitoring tools (e.g., Datadog) for incident correlation and service mapping.

• Collaborate with Incident and Problem Management to ensure asset data supports root cause analysis and impact assessment.

• Define reporting standards and data quality metrics for CMDB; drive accuracy and completeness.

• Utilize Zendesk Products CMDB as it becomes available; align asset data model to ITSM and SRE needs.

• Support change and release management—ensure change requests reference accurate CIs and impact analysis.

• Champion data governance practices; document asset taxonomy, ownership, and update cadences.

• Contribute to continuous improvement—reduce data gaps, automate enrichment, and strengthen asset-to-service mapping.
  

What You Bring

• Required: 5+ years of experience in IT Asset Management, CMDB, Software Asset Management (SAM), or IT Service Management roles.

• Preferred: Experience in a global, high-growth tech company with SaaS application portfolios.

• Strong working knowledge of ITIL Asset and Configuration Management; practical experience with CMDB design and maintenance.

• Experience with asset lifecycle management, software licensing, and vendor/contract data.

• Familiarity with ITSM tools and CMDB platforms (ServiceNow, Zendesk, or similar).

• Understanding of asset-to-service relationships, dependency mapping, and business process alignment.

• Data mindset—SQL or data analysis skills for reporting, quality checks, and trend analysis.

• Excellent communication and stakeholder management skills—able to influence data quality across platform owners.

• Exposure to Observability, Monitoring, or SRE practices (service maps, SLIs) is a plus.
  

Nice to Have

• ITIL 4 Foundation or Asset/Configuration Management certification

• Experience with Zendesk Products, Service Catalog, or ITAM capabilities

• Knowledge of SaaS asset management and cloud cost/usage data

• Previous experience at a SaaS company or in a multi-vendor environment
  

How We’ll Measure Success

• Improved CMDB accuracy, completeness, and data quality metrics.

• Demonstrated support for Observability dashboards and ITSM KPIs through reliable asset data.

• Adoption of asset governance standards and relationship modeling.

• Reduction in data gaps blocking incident correlation and impact assessment.

• Partnership with Observability, Incident, and Problem Management for end-to-end reliability.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.