Description

- Handle and resolve SAM-related incidents, service requests and support tickets within agreed SLAs.

Investigate recurring issues, perform root-cause analysis, and implement corrective or preventive solutions.

- Configure and develop enhancements within ServiceNow SAM Pro, including workflows, business rules, reports, dashboards, scheduled jobs and notifications.
- Support software asset lifecycle processes, such as software discovery, normalization, reconciliation, entitlement management, compliance reporting and license optimization.

- Troubleshoot issues related to software models, discovery data, normalization results, entitlements, allocations and reconciliation.
- Support interfaces and data feeds connected to SAM, and coordinate with source-system or data owners when issues are related to incoming data.
- Perform impact assessments, development, unit testing, defect fixing and deployment support for approved changes and enhancements.

- Support ServiceNow upgrades, patches and hotfixes by performing impact analysis, reviewing skipped changes, executing regression testing and resolving upgrade-related defects.
- Prepare and maintain technical documentation for fixes, configurations, enhancements, deployments and operational procedures.
- Follow the agreed change, release, security and platform governance processes.

- Work with functional leads, platform administrators, other module teams and customer stakeholders to resolve dependencies and complete assigned activities.
- Participate in operational reviews and provide timely updates on ticket status, risks,



blockers and planned activities.

- ServiceNow SAM Pro hands-on development and production support experience.
- SAM processes including software discovery, normalization, reconciliation, entitlements, and software compliance.
- ServiceNow development/configuration including Business Rules, Script Includes, Flow Designer, Import Sets/Transform Maps and reporting.

- L2/L3 BAU support experience handling incidents, service requests, problems, changes, and production defects.

Enhancement development and upgrade support, including impact analysis, development, testing, defect resolution and deployment.
- CIS-SAM certification or equivalent strong SAM Pro implementation experience.
- ServiceNow CSA certification.
- Experience with SAM integrations/data sources and troubleshooting software discovery or import issues.
- Understanding of ITIL processes and SLA-based managed services/AMS delivery.

Exposure to related ITAM, HAM, CMDB, ITSM or ITOM areas to support cross-module issues and dependencies

Enable Skills-Based Hiring No ECMS REQ IDAdditional Details

- ECMS REQ ID : 483778Y26
- Project Location 1 : Pan India
- Project Location 2 : (No Value)




- Project Location 3 : (No Value)
- Project Location 4 : (No Value)
- Delivery SPOC : [email protected]
- Relevant Experience : 4-5
- Mandatory skills : • ServiceNow SAM Pro hands-on development and production support experience.• SAM processes including software discovery, normalization, reconciliation, entitlements, and software compliance.• ServiceNow development/configuration including Business Rules, Script Includes, Flow Designer, Import Sets/Transform Maps and reporting.• L2/L3 BAU support experience handling incidents, service requests, problems, changes, and production defects.• Enhancement development and upgrade support, including impact analysis, development, testing, defect resolution and deployment.
- Desired skills : • CIS-SAM certification or equivalent solid SAM Pro implementation experience.• ServiceNow CSA certification.• Experience with SAM integrations/data sources and troubleshooting software discovery or import issues.• Understanding of ITIL processes and SLA-based managed services/AMS delivery.• Exposure to related ITAM, HAM, CMDB, ITSM or ITOM areas to support cross-module issues and dependencies
- Domain (Industry) : Retail
- BGC (Before onboarding / After onboarding) : PostOB
- Total Experience (Ex. 5-7 Years) : 5-7
- BGC Details : NA
- BGC Vendor : NA
- Mode of Interview : Face to Face
- WFO / WFH / Hybrid : WFO
- Please enter shift timings : EMEA Shift/ if required - on call support
- Shift Timings : Others

📌 483778_Servicenow SAMPro Developer (India)
🏢 Trigent Software
📍 India