SAM Operational Management Lead

Role Overview

This position acts as a Lead Administrator responsible for operational management, governance, and optimization of Software Asset Management (SAM) processes specifically utilizing the ServiceNow platform. The role primarily supports license compliance, lifecycle tracking, data integrity, reporting, and facilitates cross-functional coordination among procurement, finance, audit, and tool subject matter experts.

Key Responsibilities

• Deliver level 2 operational support for ServiceNow SAM processes, handling incidents and service requests efficiently.
• Manage daily SAM operations ensuring comprehensive software asset lifecycle management from acquisition to retirement.
• Investigate and resolve SAM exceptions and compliance discrepancies, escalating as needed to level 3 support.
• Assist in changes, releases, and upgrades within the SAM environment to maintain operational stability.
• Oversee license compliance activities including effective license position tracking and reconciliation.
• Monitor usage levels, identify compliance risks such as over or under-licensing, and contribute to cost-saving software optimization efforts.
• Support audit preparedness and coordinate responses during audits with vendors and internal teams.
• Supervise software asset lifecycle phases including requests, procurement, deployment, usage, renewals, and decommissioning.
• Ensure synchronization among SAM data, procurement records, finance details, and configuration management databases.
• Enforce information technology asset management (ITAM) and SAM governance protocols including adherence to ITIL best practices.
• Maintain data accuracy from discovery tools (SCCM, Intune, JAMF) and address discrepancies in entitlements, installations, contracts, and end-user records.
• Collaborate with technical teams to resolve integration and data reconciliation issues across systems.
• Generate and update operational dashboards, compliance reports, and summary insights for stakeholders including IT, procurement, finance, and security divisions.
• Provide data-backed support for renewals and budget planning discussions.
• Keep SAM standard operating procedures, process documents, and knowledge base materials current and identify opportunities for process automation and enhancements.
• Work closely with level 3 teams to contribute to roadmap planning and continual service improvements.

Skill Requirements

• Proficient in ServiceNow Software Asset Management (SAM) platform at an operational level (L2).
• Well-versed in IT Service Management (ITSM) principles and practices.