Job Summary

ServiceNow SAM Tool SME – L2

 

Job Title: ServiceNow SAM Tool SME – L2

Experience: 6–8 Years

Location: Mumbai / Hybrid (as applicable)

Role Summary

The ServiceNow SAM Tool SME – L2 will be responsible for the operational support, configuration, optimization, and continuous improvement of the ServiceNow Software Asset Management (SAM / SAM Pro) module. This role focuses on day‑to‑day SAM operations, license compliance, data quality, and L2 incident/problem support, working closely with L3 teams, vendors, and business stakeholders.

Key Responsibilities

SAM Operations & Support (L2)

• Provide L2 support for ServiceNow SAM-related incidents, service requests, and problems.
• Analyze and resolve issues related to software entitlements, installations, license calculations, and reconciliations.
• Perform root cause analysis (RCA) for recurring SAM issues and recommend improvements.
• Support SAM-related upgrades, patches, and configuration changes.

Software Asset & License Management

• Manage and maintain software models, entitlements, license metrics, and normalization rules.
• Ensure accurate license compliance and optimization across major publishers (Microsoft, Oracle, Adobe, IBM, SAP, etc.).
• Monitor license consumption, compliance status, and exposure risks, and support audit preparedness.
• Assist in software reclamation, optimization, and cost-saving initiatives.

Data Quality & Integrations

• Ensure high data quality across Discovery, SCCM, Intune, JAMF, and other inventory sources.
• Support and validate SAM integrations with discovery tools and procurement systems.
• Work with import sets, normalization, and reconciliation processes to ensure reliable SAM outcomes.

Reporting & Stakeholder Support

• Create and maintain SAM dashboards, reports, and compliance summaries.
• Provide operational insights and recommendations to ITAM, Procurement, Finance, and IT stakeholders.
• Support internal and external software audits by providing required data and reports.

Process & Knowledge Management

• Follow ITIL and ITAM best practices for incident, problem, and change management.
• Maintain SAM documentation, SOPs, and knowledge articles.
• Collaborate with L3 teams on complex issues, enhancements, and architectural changes.

Required Skills & Qualifications

ServiceNow & SAM Expertise

• 6–8 years of overall IT experience with 3–5 years in ServiceNow SAM / ITAM.
• Strong hands-on experience with:
• ServiceNow SAM / SAM Pro
• Software Models, Entitlements, License Metrics
• Normalization & Reconciliation
• Discovery and Inventory integrations
• Good understanding of ITSM and ITAM processes.

Technical Skills

• Working knowledge of ServiceNow scripting basics (Business Rules, Script Includes – troubleshooting level).
• Experience with reports, dashboards, and performance analytics (basic to intermediate).
• Understanding of CMDB relationships and CSDM concepts (preferred).

Vendor & License Knowledge

• Practical experience handling licenses for Tier‑1 software publishers.
• Familiarity with audit processes, compliance positions, and remediation planning.

Preferred Qualifications

• ServiceNow CSA (mandatory or preferred)
• ServiceNow SAM Professional (CIS – SAM) (strongly preferred)
• ITAM, HAM, or vendor-specific licensing certifications (added advantage)

 

Key Responsibilities

1. Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning
2. Understand client requirements and accountable in ensuring support team is meeting client expectations
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

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Other Requirements

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