Software Asset Manager (CEC) – Technology Asset Management

The Software Asset Manager CEC Operations plays a critical role within the Technology Asset Management (ITAM) function with accountability for managing the full software lifecycle across Customer Engagement Centers (CECs). This includes ensuring licensing compliance usage tracking entitlement management software onboarding/offboarding support and optimization of software investments across the CEC footprint.

Operating in close collaboration with Hardware Asset Management (HAM) managers ServiceNow platform teams Procurement IT Security and product owners this role will help ensure that all software used across CEC operations is approved compliant cost-efficient and governed in alignment with corporate ITAM standards. This role will provide strategic guidance while enabling non-ITAM technicians to execute day-to-day tasks such as device verification software install tracking and entitlement validation.

Education and Experience

Required

Bachelors degree in information technology Business Administration or a related field or equivalent combination of education and work experience.

Minimum of 5 years of experience in Software Asset Management IT Procurement Software Licensing or related roles within a large enterprise or distributed IT environment.

Demonstrated experience with software licensing models (user-based device-based SaaS concurrent subscription perpetual etc.).

Hands-on experience with ServiceNow SAM Pro or similar enterprise-grade Software Asset Management platforms.

Proven ability to interpret and enforce license agreements entitlements and software usage rights in compliance with vendor and internal policy.

Strong familiarity with CMDB data structures inventory alignment practices and license reconciliation processes.

Experience supporting hybrid workforces including oversight of remote users and third-party/partner agents.

Excellent analytical skills with an ability to derive insights from complex license usage and entitlement data.

Strong communication and stakeholder engagement skills across technical business and vendor audiences.

Preferred

Industry certifications such as:

Certified Software Asset Manager (CSAM) or Certified IT Asset Manager (CITAM)

ITIL Foundation or Intermediate

Experience with software audit readiness including preparation for publisher reviews or third-party audits.

Familiarity with FinOps principles and cloud/SaaS license optimization strategies.

Exposure to managing call center software suites (e.g. workforce management call routing analytics CRM tools).

Experience designing or optimizing software request and provisioning workflows in ServiceNow or similar platforms.

CMDB Integration & Data Hygiene

Remote Team Enablement & Communication

Core Work Activities

Software Lifecycle Oversight

Oversee the full lifecycle of software assets across CECs including discovery request validation procurement alignment deployment tracking usage monitoring true-up preparation and retirement.

Maintain governance over all software titles used by onsite remote and partner company agents within the call center environment.

Partner with HAM Managers to ensure that new hire kits and redeployed laptops include only approved and licensed software packages.

Lead software offboarding processes for departing users ensuring license recovery and appropriate uninstall actions.

License Compliance & Entitlement Management

Configure and manage software entitlements allocations and license models within ServiceNow SAM Pro or equivalent platforms.

Track license usage and validate alignment with entitlements across various user types (onsite remote partner).

Identify unauthorized or unapproved software installs via periodic reviews and take corrective actions in coordination with Desktop Engineering or Security.

Support internal audits and true-up activities by ensuring that data in SAM Pro reflects actual usage and contractual terms.

Data Quality CMDB & Reporting

Reconcile discovered software inventory against entitlement data and procurement records.

Regularly review and update key metadata fields (user department location status assignment) to maintain CMDB accuracy.

Generate periodic reports for compliance status optimization opportunities license consumption and risk exposure.

Partner with Finance Procurement and Product Owners to support cost forecasting and budget alignment.

Process Design & Continuous Improvement

Define and maintain standardized software request and fulfillment workflows in coordination with ServiceNow support teams.

Contribute to the refinement of the Software Acquisition Renewal and End-of-Life (SEOL) standards as they apply to the CEC environment.

Promote best practices in license governance software rationalization and asset lifecycle alignment.

Collaboration & Technician Enablement

Provide training documentation and remote coaching to onsite call center technicians on how to handle basic software asset tasks (e.g. validation checklist audits usage spot checks).

Serve as escalation point for software-related questions or exceptions encountered during onboarding software requests or compliance checks.

Coordinate with TWP Product Owners to validate product usage trends and decommission obsolete titles.