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 dat

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