Job Summary

We are seeking an experienced Monitoring Tools & ServiceNow SAM Lead to drive enterprise monitoring, observability, Software Asset Management (SAM), and IT operations automation. The ideal candidate will lead monitoring platforms, optimize software asset lifecycle management, integrate monitoring with ServiceNow, and deliver operational excellence through automation, governance, and continuous service improvement

Key Responsibilities

ServiceNow Software Asset Management (SAM)

• Lead implementation and administration of ServiceNow SAM Pro.
• Manage software asset lifecycle from procurement to retirement.
• Configure software models, entitlements, normalization, and reconciliation.
• Ensure software license compliance and optimize license utilization.
• Conduct software audits and vendor compliance activities.
• Identify software cost optimization opportunities through license reclamation and usage analytics.

Asset & Configuration Management

• Collaborate with CMDB and Discovery teams to ensure accurate asset and configuration data.
• Maintain software inventory and software compliance.
• Improve data quality and governance.
• Support hardware and software lifecycle management.

Automation & Operational Excellence

• Implement self-healing and automated remediation workflows.
• Optimize incident, request, and change management processes.
• Develop dashboards, reports, and executive KPIs.
• Drive continuous improvement initiatives and operational efficiency.

Leadership & Stakeholder Management

• Lead and mentor technical teams.
• Coordinate with IT Operations, Procurement, Security, Finance, and Vendor Management teams.
• Define technology roadmaps and best practices.
• Manage vendor relationships and software licensing discussions.
• Support audits and compliance initiatives.

Skill Requirements

Monitoring Tools

• SolarWinds
• HP NNMi/NA
• App Dynamic

ServiceNow

• Software Asset Management (SAM Pro)
• ITSM
• ITOM (preferred)
• CMDB
• Discovery
• Flow Designer
• IntegrationHub
• Performance Analytics
• Reporting

Software Asset Management

• License reconciliation
• Software normalization
• Entitlement management
• Compliance management
• Vendor license management
• Software audit support
• Software optimization
• Software reclamation

Cloud & Infrastructure

• Microsoft Azure
• AWS
• Windows Server
• Linux
• VMware
• Kubernetes (preferred)

Scripting & Integration

• JavaScript
• PowerShell
• Python
• SQL
• REST APIs
• JSON

Other Requirements

Preferred Certifications

ServiceNow

• Certified System Administrator (CSA)
• Certified Implementation Specialist – Software Asset Management (CIS-SAM)
• Certified Application Developer (CAD)

ITIL & Cloud

• ITIL 4 Foundation
• Microsoft Azure Fundamentals (AZ-900)
• AWS Certified Cloud Practitioner

Key Competencies

• Enterprise Monitoring & Observability
• Software Asset Management
• IT Operations Management
• ServiceNow Platform Administration
• Automation & Workflow Design
• Incident & Problem Management
• Vendor & License Management
• Performance Optimization
• Stakeholder Management
• Team Leadership
• Analytical & Problem-Solving Skills

Key Performance Indicators (KPIs)

• Monitoring platform availability ≥ 99.9%
• Reduction in Mean Time to Detect (MTTD)
• Reduction in Mean Time to Resolve (MTTR)
• Alert noise reduction ≥ 50%
• Software license compliance ≥ 98%
• Software cost savings through optimization
• License reclamation success rate
• Monitoring coverage across critical assets ≥ 95%
• Incident SLA compliance ≥ 95%
• Automation adoption and operational effort reduction
• Customer Satisfaction (CSAT) improvement

Preferred Experience

• 10–15+ years in IT Infrastructure Operations, Monitoring, or Service Management.
• 5+ years of hands-on experience with enterprise monitoring tools.
• 5+ years implementing or supporting ServiceNow SAM Pro.
• Experience integrating monitoring platforms with ServiceNow ITSM/ITOM.
• Strong understanding of ITIL processes, software licensing, and enterprise asset management.
• Experience leading cross-functional teams and driving operational transformation initiatives.