Lead Administrator (Support &Operations)

Job Summary

The Service Now SAM Tool SME – L2 will be responsible for the operational support, configuration, optimization, and continuous improvement of the Service Now Software Asset Management (SAM / SAM Pro) module. This role focuses on day-to-day 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 Service Now 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.

--- ## Skill Requirements

Service Now & SAM Expertise:

· 6–8 years of overall IT experience with 3–5 years in Service Now SAM / ITAM.

· Strong hands-on experience with:

o Service Now SAM / SAM Pro

o Software Models, Entitlements, License Metrics

o Normalization & Reconciliation

o Discovery and Inventory integrations

· Good understanding of ITSM and ITAM processes.

Technical Skills:

· Working knowledge of Service Now 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 Tier-1 software publishers.

· Familiarity with audit processes, compliance positions, and remediation planning.

Other Requirements

· Service Now CSA (mandatory or preferred)

· Service Now SAM Professional (CIS – SAM) (strongly preferred)

· ITAM, HAM, or vendor-specific licensing certifications (added advantage)