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
- Understand client requirements and accountable in ensuring support team is meeting client expectations
- To lead and mentor the project team and ensure transparent communication of project goals.
- Brining new ideas and innovation for process development and overall organizational progress.
- To provide solutions commensurate with the customers’ needs within the ambit of the given workplace so as to lead to business results.

Skill Requirements

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Other Requirements

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