Role: Lead Administrator (Support &Operations;)

Job Summary
The ServiceNow SAM Management – L2 role is responsible for the operational management, governance, and optimization of Software Asset Management (SAM / SAM Pro) processes on the ServiceNow platform. The role focuses on license compliance, lifecycle management, data quality, reporting, and stakeholder coordination, while providing L2 support and working closely with Tool SMEs (L3), Procurement, Finance, and Audit teams.

Key Responsibilities

Provide L2 operational support for ServiceNow SAM processes, incidents, and service requests.
Own day-to-day SAM operations, ensuring software assets are managed across their full lifecycle.
Analyze SAM exceptions, validation issues, and compliance gaps; coordinate resolution with L3 where required.
Support change, release, and upgrade activities related to SAM.
License Compliance & Optimization
Manage license compliance positions, effective license positions (ELP), and reconciliation outcomes.
Track and report license consumption, compliance risks, and over-licensing/under-licensing.




Support software re-harvesting, reclamation, and optimization initiatives to reduce costs.
Assist in audit readiness and response activities for internal and external vendor audits.
Asset Lifecycle & Governance
Oversee software lifecycle stages: request, procurement, deployment, usage, renewal, and retirement.
Ensure alignment between SAM, Procurement, Finance, and CMDB records.
Enforce ITAM/SAM governance standards, policies, and approval workflows.
Validate adherence to ITIL and ITAM best practices.
Data Quality & Integrations
Ensure accuracy and completeness of data from Discovery and inventory sources (SCCM, Intune, JAMF, etc.).
Monitor and remediate data quality issues related to entitlements, installs, contracts, and users.
Coordinate with technical teams on integration issues and data reconciliation.
Reporting & Stakeholder Engagement
Prepare and maintain SAM operational dashboards,

📌 SAM Operational Management (Lucknow)
🏢 HCLTech
📍 Lucknow