Lead Administrator (Support &Operations)

Job Title: ServiceNow SAM Tool SME L2

Experience: 68 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 daytoday 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

• 68 years of overall IT experience with 35 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 Tier1 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)

1. To champion ITIL security and data privacy to offer high-quality well-documented solutions minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents escalated by analysts perform root cause analysis and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base act as a mentor to junior analystsand deliver training programs for freshers equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast accurate and secure resolutions fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

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