M - Service Line Specialist

Job Summary

The Manager will provide operational support for ServiceNow licensing pricing entitlement validation quote preparation and contracting documentation. This role is responsible for handling licensing requests from sales and presales teams preparing clear pricing inputs maintaining accurate records and supporting governance requirements. The role requires good understanding of ServiceNow software licensing pricing subscriptions and contracting basics.

Responsibilities

Licensing Operations

Support ServiceNow product mapping SKU identification licensing recommendations and entitlement validation.

Assist sales and presales teams with standard licensing questions renewal inputs and customer requirement mapping.

Track customer licensing requests required clarifications and pending actions to ensure timely closure.

Maintain accurate licensing documentation assumptions and reference material.

Pricing and Quote Support

Prepare pricing worksheets quote comparisons renewal views and basic commercial analysis.

Validate quantities term details discount inputs and supporting assumptions before submission.

Support margin and profitability calculations using approved internal templates and guidance.

Flag data gaps unusual pricing patterns governance issues or approval dependencies to senior reviewers.

Contracting Documentation

Support collection and organization of contract inputs commercial terms customer commitments and approval evidence.

Assist with standard contract review checkpoints related to licensing subscriptions renewals and entitlement references.

Maintain version control for pricing files supporting documents and final approval records.

Ensure documentation is audit ready and easy for stakeholders to understand.

Reporting and Process Support

Prepare licensing utilization renewal account and pipeline support reports as required.

Track open requests aging dependencies owners and closure status for licensing support activities.

Required Qualifications

5 to 8 years of experience in software licensing support SaaS pricing quote operations software asset management renewals or commercial operations.

Good understanding of ServiceNow software licensing pricing and contracting exposure.

Comfortable working with spreadsheets pricing models trackers and structured commercial documentation.

Strong attention to detail communication skills ownership mindset and ability to manage multiple requests.

Bachelor degree required ServiceNow or software asset management knowledge preferred.

Must be willing and able to work during US business hours and provide extended coverage during critical business periods

Reporting and Success Measures

Reports to Senior Manager Licensing Operations Lead based on organization structure.

Success measured by data accuracy timely request closure pricing support quality documentation readiness and stakeholder responsiveness.

Expected to build strong licensing fundamentals and contribute to standardization of MSP licensing support operations

Contribute to process improvement ideas templates frequently asked questions and automation opportunities.

Participate in enablement sessions to continuously improve ServiceNow licensing knowledge.

Certifications Required

As per project requirements