ServiceNow Software Asset Management Analyst

Responsibilities

• Manage software asset inventory, entitlements, usage data and compliance activities using Service Now SAM
• Configure, maintain, and enhance the Service Now SAM platform, including software models, entitlements, and normalization processes
• Implement and validate Service Now 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
• Support internal and external vendor audits (e.g., Microsoft, Oracle, Adobe); prepare audit evidence and maintain licensing documentation
• 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., Service Now Discovery, SCCM, Intune; other tools as applicable)
• Work with the internal Service Now 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

• 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;
  Service Now 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

Demonstrates expertise in Software Asset Management (SAM) and IT Asset Management (ITAM), with a strong focus on Service Now SAM configuration, compliance reporting, and data integrity management. Proficient in analyzing software usage and licensing data to optimize costs and support vendor negotiations.

• Service Now SAM Experience
• Software Asset Management (SAM)
• IT Asset Management (ITAM)
• Analytical Skills
• Communication Skills

• Software Asset Management
• IT Asset Management
• Service Now Configuration
• Data Integrity Management
• Compliance Reporting
• Cost Optimization Analysis
• License Risk Mitigation
• Software Licensing Models
• CMDB Processes
• ITSM Processes

• Analytical Skills
• Problem‑Solving Skills
• Cross-Functional Collaboration
• Communication Skills

• Software Licensing
• Vendor Audits
• Governance Standards
• Continuous Improvement
• Software Contracts

• Service Now SAM
• Service Now Discovery
• SCCM
• Intune