Software Asset Management Analyst

The IT Asset Management Strategy & Transformation team is a critical pillar within the Enterprise Technology IT Transformation Management Office, responsible for modernizing, governing, and optimizing technology assets across the enterprise. This team leads the strategic evolution of IT Asset Management (ITAM) practices, ensuring alignment with business priorities, compliance requirements, and operational efficiency goals.

The Software Asset Management (SAM) Analyst is an individual contributor responsible for the day-to-day management, monitoring, and optimization of the enterprise's software asset lifecycle within Service Now SAM. This role ensures software license compliance, data accuracy, and cost optimization by maintaining entitlements, reconciling software inventory and discovery data, and supporting audit readiness. The SAM Analyst partners closely with ITAM leadership, procurement, vendor management, and technology teams to maintain a trusted system of record in Service Now and deliver actionable insights that reduce risk and drive value from the software portfolio.

• Maintain accurate software entitlement records in Service Now SAM Pro, including purchases, renewals, true-ups, and reclamations
• Configure and maintain software models in Service Now SAM Pro, aligning entitlement rights with discovery and SaaS subscription data to ensure accurate license reconciliation, compliance calculations, and optimization insights
• Reconcile software license entitlements against deployed and discovered installations to identify compliance gaps and optimization opportunities
• Track license terms, usage rights, and renewal dates for key publishers in partnership with contract and vendor management teams
• Maintain a working knowledge of common software licensing models (per-user, per-device, subscription, consumption‑based) across major publishers
• Support onboarding of software products into Service Now SAM Pro, ensuring accurate entitlement setup and educating product owners on SAM processes, compliance obligations, and use of asset data to meet lifecycle management expectations

• Monitor and improve the quality of software discovery data feeding Service Now SAM, including normalization of publisher, product, and version data
• Resolve normalization gaps and unmatched discovery records to ensure accurate reconciliation
• Partner with Discovery/CMDB teams to resolve data gaps and duplicate records
• Investigate and remediate reconciliation exceptions
• Maintain software normalization rules and title mappings within Service Now to ensure accurate license consumption reporting
• Support internal and vendor-driven software audits by compiling entitlement, deployment, and usage data
• Identify software license compliance risks and recommend remediation actions, escalating material findings to SAM leadership
• Maintain documentation of compliance processes and controls in line with ITAM governance standards
• Support testing and validation of Service Now SAM enhancements, upgrades, and integrations

• Serve as a day-to-day point of contact for Product Owners and business partners with software entitlement, compliance, or reporting questions
• Collaborate with Procurement, Vendor Management, Security, and IT Operations to support software lifecycle decisions
• Provide timely, accurate responses to ad hoc data requests from stakeholders and leadership
• Escalate complex compliance or licensing questions and cross-team dependencies to the SAM Product Manager as needed

• Build and maintain recurring reports and dashboards in Service Now (and Excel/Power BI as needed) on license position, spend, and utilization
• Analyze software usage trends to identify underutilized licenses, harvesting opportunities, and cost‑savings recommendations
• Present findings and recommendations on license position and compliance risk to the SAM Product Manager and business stakeholders

• Support tracking of software spend, true‑up costs, and renewal budgets in partnership with finance and procurement
• Help…