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 .
