Job Description

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:
• 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. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Skill Requirements

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Other Requirements

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