Lead Administrator (Support &Operations)
India
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Job Description
Lead Administrator (Support &Operations)
Chennai, Tamil Nadu

Job Summary

The ServiceNow SAM Tool SME – L2 will be responsible for the operational support, configuration, optimization, and continuous improvement of the ServiceNow 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 ServiceNow 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.

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Skill Requirements

ServiceNow & SAM Expertise

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

· Strong hands-on experience with:

o ServiceNow 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 ServiceNow 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

· ServiceNow CSA (mandatory or preferred)

· ServiceNow SAM Professional (CIS – SAM) (strongly preferred)

· ITAM, HAM, or vendor-specific licensing certifications (added advantage)
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.