Lead Administrator (Support &Operations)

Job Summary

The Service Now SAM Management – L2 role is responsible for the operational management, governance, and optimization of Software Asset Management (SAM / SAM Pro) processes on the Service Now platform. The role focuses on license compliance, lifecycle management, data quality, reporting, and stakeholder coordination, while providing L2 support and working closely with Tool SMEs (L3), Procurement, Finance, and Audit teams.

Key Responsibilities

SAM Operational Management (L2)

· Provide L2 operational support for Service Now SAM processes, incidents, and service requests.

· Own day-to-day SAM operations, ensuring software assets are managed across their full lifecycle.

· Analyze SAM exceptions, validation issues, and compliance gaps; coordinate resolution with L3 where required.

· Support change, release, and upgrade activities related to SAM.

License Compliance & Optimization:

· Manage license compliance positions, effective license positions (ELP), and reconciliation outcomes.

· Track and report license consumption, compliance risks, and over-licensing/under-licensing.

· Support software re-harvesting, reclamation, and optimization initiatives to reduce costs.

· Assist in audit readiness and response activities for internal and external vendor audits.

Asset Lifecycle & Governance:

· Oversee software lifecycle stages: request, procurement, deployment, usage, renewal, and retirement.

· Ensure alignment between SAM, Procurement, Finance, and CMDB records.

· Enforce ITAM/SAM governance standards, policies, and approval workflows.

· Validate adherence to ITIL and ITAM best practices.

Data Quality & Integrations:

· Ensure accuracy and completeness of data from Discovery and inventory sources (SCCM, Intune, JAMF, etc.).

· Monitor and remediate data quality issues related to entitlements, installs, contracts, and users.

· Coordinate with technical teams on integration issues and data reconciliation.

Reporting & Stakeholder Engagement:

· Prepare and maintain SAM operational dashboards, compliance reports, and management summaries.

· Provide insights to IT, Procurement, Finance, Security, and leadership teams.

· Support renewals and budgeting discussions with data-driven license and usage insights.

Documentation & Continuous Improvement:

· Maintain SAM SOPs, process documents, and knowledge articles.

· Identify automation and process improvement opportunities in SAM operations.

· Collaborate with L3 teams on enhancements and roadmap initiatives.

Skill Requirements

Service Now & SAM Knowledge:

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

· Strong functional knowledge of:

o Service Now SAM / SAM Pro

o Software lifecycle management

o Compliance, reconciliation, and ELP concepts

o CMDB basics and asset relationships

· Good understanding of ITSM and ITIL processes.

License & Vendor Management:

· Hands-on experience managing licenses for major vendors (Microsoft, Oracle, Adobe, SAP, IBM, etc.).

· Understanding of license metrics, contracts, renewals, and audit processes.

· Ability to interpret license terms and usage data for compliance decisions.

Reporting & Analysis:

· Experience creating and maintaining SAM reports and dashboards in Service Now.

· Strong analytical skills to interpret licensing and usage data.

--- ## Other Requirements

Service Now CSA (preferred)

· CIS – SAM (Service Now SAM Professional) (strong advantage)

· ITAM / SAM or vendor licensing certifications (added benefit)