Track Lead - ServiceNow, IT Service Management

Job Summary

Job Role : Track Lead

• Service Now, IT Service Management

10+ years of experience as Service Now developer responsible for designing, customizing, and supporting SAM solutions with strong hands-on capabilities in scripting, integrations, and platform architecture to enable software compliance and optimization.

Key Responsibilities

Configure and enhance SAM Pro modules including discovery, reconciliation, normalization, and entitlement mapping Develop and maintain Business Rules, Client Scripts, Script Includes, and UI Policies for automation and validation Maintain integration on tools like SCCM, Intune, Flexera using REST/SOAP APIs (XML/JSON payloads) Implement license compliance rules, audit tracking mechanisms, and optimization workflows Support software entitlement, reclamation, usage tracking, and license position calculations Configure and troubleshoot Discovery, import sets, transform maps, and data ingestion pipelines Monitor and resolve data discrepancies between CMDB, SAM tables, and external sources Handle L2/L3 incidents related to SAM data, scripts, and integrations Participate in code reviews, debugging, and performance optimization of scripts Collaborate with ITAM, procurement, and finance teams for license governance and cost optimization Develop and customize SAM solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer Perform advanced scripting using Glide APIs, server-side scripting, and asynchronous processing Configure Discovery, normalization, reconciliation, and license models Work on automation use cases (license harvesting, reclamation, compliance checks) Troubleshoot issues across scripts, workflows, integrations, and data inconsistencies Participate in code reviews, debugging complex issues, and performance tuning

Skill Requirements

Strong hands-on experience with: Client Scripts (on Load/on Change/on Submit) Business Rules (before/after/async) Script Includes (reusable server-side logic) Experience working with XML/JSON data structures for integrations Knowledge of Integration Hub / REST APIs / MID Server architecture Expertise in SAM Pro, CMDB, Discovery Understanding of CSDM, data modeling, and normalization processes

Other Requirements

Certification: Service Now SAM Professional / CIS-ITSM / CAD preferred Strong debugging and scripting mindset Experience in audit/compliance-driven environments