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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