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 Zend ... (truncated, view full listing at source)