Lead Administrator (Support &Operations)
India
Apply now
Job Description
Lead Administrator (Support &Operations)
Lucknow, Uttar Pradesh

Job Summary

The ServiceNow SAM Management – L2 role is responsible for the operational management, governance, and optimization of Software Asset Management (SAM / SAM Pro) processes on the ServiceNow 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 ServiceNow 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

ServiceNow & SAM Knowledge

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

· Strong functional knowledge of:

o ServiceNow 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 ServiceNow.

· Strong analytical skills to interpret licensing and usage data.

---

Other Requirements

ServiceNow CSA (preferred)

· CIS – SAM (ServiceNow SAM Professional) (strong advantage)

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