ServiceNow Software Asset Management (SAM) Analyst

Key Responsibilities

• manage software asset inventory, entitlements, usage data and compliance activities using ServiceNow SAM Professional
• configure, maintain, and enhance the ServiceNow SAM platform, including software models, entitlements, and normalization processes
• implement and validate ServiceNow SAM configuration changes, upgrades/patches, and new features; build and maintain dashboards and automate SAM workflows where possible
• maintain data integrity across CMDB and asset repositories; validate and reconcile data from discovery tools, contracts, invoices, and vendor portals
• track software usage vs. entitlements; perform reconciliation and compliance reporting to identify and mitigate license risk
• analyze usage and licensing data to identify cost optimization opportunities (e.g., reclamation/re-harvesting, downgrades) and support license utilization improvements
• support software request, approval, and fulfillment workflows
• integrate SAM with discovery and endpoint/asset sources (e.g., ServiceNow Discovery, SCCM, Intune; other tools as applicable)
• work with the internal ServiceNow team, partner with Procurement, Finance, and Security stakeholders to communicate compliance posture, savings opportunities, and risk
• assist with defining and enforcing SAM governance, standards, and best practices; support continuous improvement of SAM processes and tooling and provide executive-level insights via reporting and dashboards
• partner with Procurement and Legal on software contracts, renewals, and licensing terms; support vendor negotiations with accurate usage and entitlement insights

Requirements

• Bachelor’s degree in Information Systems, Business, or a related field (or equivalent experience)
• 3–5+ years experience in Software Asset Management (SAM), IT Asset Management (ITAM), or related discipline
• hands-on experience with SAM/ITSM tooling; ServiceNow SAM experience strongly preferred
• working knowledge of major software licensing models (e.g., Microsoft, Oracle, IBM, Adobe, SAP, and SaaS licensing models)
• experience with CMDB and ITSM processes
• strong analytical, reporting, and problem-solving skills
• excellent communication and cross-functional collaboration skills

Preferred Skills/Experience

• ServiceNow SAM, ITAM, or ITIL certification
• Experience supporting software vendor audits and license compliance reviews
• Familiarity with software discovery and endpoint management tools
• Experience with cloud and SaaS licensing models
• Ability to interpret software contracts, licensing agreements, and renewal terms