Software Asset Manager

Role Purpose

Be Part of the Specialised Function to superintend Software Asset Management (SAM) Practice with clients, ensuring effective license management, compliance, and optimization, aligned to ITIL-based service delivery.

Key Responsibilities

ServiceNow & SAM Management

• Manage Software Asset Management (SAM) for customers
• Handle license entitlement, reconciliation, compliance tracking
• Track license usage, underutilization, and optimization opportunities

ServiceNow Product Knowledge

• Strong understanding of ServiceNow platform (ITSM, ITAM, HRSD, ITOM, etc.,)
• Support customer environments using best practices and product capabilities

License & Product Positioning

• Support product positioning of ServiceNow solutions for customers
• Assist in licensing positioning (right-sizing, optimization, cost efficiency)
• Interpret contracts, licensing models, and entitlement structures

Functional & ITIL Alignment

• Apply ITIL practices
• Manage customer issues, escalations, and service requests

Production Lifecycle Management

• Coordinate production lifecycle activities (deployment, upgrades, patching)
• Coordinate with ServiceNow for releases, outages, and platform changes

Reporting & Governance

• Publish license utilization and compliance reports (monthly/quarterly)
• Track audit readiness and compliance exposure
• Maintain dashboards for stakeholders

Process Management

• Build SOPs, runbooks, and knowledge documentation
• Drive continuous improvement initiatives

Required Skills

• Strong ITIL knowledge and operational experience
• Hands-on experience in SAM / License Management
• Understanding of software licensing models and compliance
• Good operational and production support experience

Preferred / Added Advantage

• ServiceNow CSA (Certified System Administrator)
• Good Knowledge in ServiceNow Products and Licencing Model

Experience

• 812 years in ServiceNow / ITAM / SAM roles