Job Summary

The ServiceNow ITAM Specialist – SAM & CMDB (L2) is responsible for supporting and maintaining Software Asset Management (SAM) and Configuration Management Database (CMDB) processes within the ServiceNow platform. The role focuses on software license compliance, software asset optimization, CMDB data integrity, discovery reconciliation, and operational support of IT asset and configuration management processes.

Key Responsibilities

Software Asset Management (SAM)

• Manage and maintain Software Asset Management processes within ServiceNow.
• Monitor software license compliance and ensure adherence to vendor agreements.
• Perform software entitlement reconciliation and compliance analysis.
• Identify license optimization opportunities and recommend cost-saving initiatives.
• Track software installations, usage, reclamation, and renewals.
• Support internal and external software audits.
• Maintain software catalog and licensing records.

CMDB Management

• Maintain CMDB health, accuracy, and completeness.
• Ensure Configuration Items (CIs) are properly identified, classified, and mapped.
• Monitor CMDB data quality metrics and drive remediation of discrepancies.
• Support ServiceNow Discovery and Service Mapping activities.
• Perform reconciliation and normalization of CI data from multiple sources.
• Establish and maintain CI relationships and dependency mappings.
• Support CMDB audits and governance activities.

ServiceNow Administration & Support

• Provide L2 support for SAM and CMDB-related incidents, requests, and problems.
• Troubleshoot CMDB and asset-related data issues.
• Assist in configuring workflows, business rules, reports, and dashboards.
• Support platform upgrades, testing, and deployment activities.
• Coordinate with infrastructure, security, and application teams for asset and CI management.

Governance & Compliance

• Ensure compliance with IT Asset Management and Configuration Management policies.
• Support audit activities with accurate compliance reports and documentation.
• Develop and maintain process documentation, SOPs, and knowledge articles.
• Implement and monitor CMDB governance standards and controls.

Reporting & Analytics

• Generate SAM compliance reports, license utilization reports, and CMDB health reports.
• Develop dashboards and KPIs related to software compliance and CMDB quality.
• Analyze trends and recommend process improvements.
• Present reports and findings to stakeholders and management.

Skill Requirements

• Strong hands-on experience with ServiceNow SAM and CMDB modules.
• Experience with ServiceNow Discovery, Service Mapping, and CMDB administration.
• Understanding of software licensing models, entitlement management, and compliance.
• Experience in CI lifecycle management and data governance.
• Knowledge of CMDB reconciliation, normalization, and identification rules.
• Familiarity with SCCM, Microsoft Intune, Active Directory, and cloud environments.
• Experience in reporting, dashboards, and ServiceNow workflows.
• Good understanding of ITIL processes and best practices.

Other Requirements

• Knowledge of IT Asset Management (ITAM) processes.
• Experience integrating ServiceNow with enterprise asset management tools.
• Understanding of cloud asset inventory management (Azure, AWS, M365).
• Strong analytical and troubleshooting skills.
• Experience in automation and process optimization.

Educational Qualification

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM)
• ServiceNow Certified Implementation Specialist – Discovery
• ITIL Foundation Certification