Design, develop, configure, and customize the ServiceNow SAM Pro module, including Software Models, Entitlements, Discovery Models, Software Installations, Contracts, and License Positions
Implement and maintain Publisher Packs (e.g., Microsoft, Oracle, Adobe, IBM, VMWare, Salesforce) within SAM Pro
Develop and enhance SAM Pro workflows, business rules, client scripts, script includes, UI policies, and data policies
Configure and optimize Discovery Sources (e.g., MECM, AD, Tanium, ServiceNow Discovery) to feed accurate software installation data into SAM Pro
Develop custom integrations between SAM Pro and other systems (e.g., Procurement, HR, CMDB, Finance, external discovery tools) using REST/SOAP APIs, IntegrationHub, and other integration methods
Create and maintain advanced reports, dashboards, and performance analytics within SAM Pro to provide actionable insights into software consumption and compliance
Drive the normalization and reconciliation processes within SAM Pro to ensure accurate software identification and license compliance
Identify opportunities for software harvesting, optimization, and cost avoidance/savings through effective use of SAM Pro features (e.g., downgrade rights, unallocated licenses)
Support the implementation of process, data and controls necessary for the platform to become an Accountable Property System of Record (APSR)
Assist in defining and utilizing SAM administration and configuration policies and procedures within the ServiceNow platform
Perform regular health checks, performance tuning, and troubleshooting of the SAM Pro module
Support ServiceNow platform upgrades and ensure SAM Pro functionality is maintained including operability of customizations and configurations
Collaborate with IT Operations, Infrastructure, and Security teams to ensure data integrity and system stability
Provide expert-level support and guidance to SAM analysts and other stakeholders
Create and maintain comprehensive technical documentation, including design specifications, configuration guides, and process flows
Work closely with IT Asset Managers, Procurement, Finance, and other IT teams to gather requirements, convert business needs into technical solutions, and ensure alignment with organizational goals
Participate in peer code reviews and contribute to overall development best practices
Provide training and knowledge transfer to end-users and junior team members.
Requirements
12+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience)
5+ years of hands-on experience as a ServiceNow Developer/Engineer
3+ years of dedicated experience implementing, configuring, and optimizing ServiceNow Software Asset Management (SAM) Pro
Proven experience with SAM Pro features including normalization, reconciliation, license positions, publisher packs, software models, and entitlements
Strong proficiency in JavaScript, REST/SOAP APIs, and other ServiceNow scripting languages/frameworks
Deep understanding of the ServiceNow platform architecture, including CMDB, ITSM, ITOM modules, and their interdependencies with SAM
Experience with ServiceNow integrations (e.g., Integration Hub, custom integrations)
Familiarity with various software licensing models (e.g., per-user, per-device, per-core, server/CAL, PVU, socket)
Experience with discovery tools (e.g. MECM, AD, ServiceNow Discovery) and integrating their data into ServiceNow
Excellent analytical, problem-solving, and critical thinking skills
Strong communication (written and verbal) and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders
Ability to work independently and as part of a team in a fast-paced, dynamic environment
High attention to detail and commitment to quality.