ServiceNow SAM Pro Analyst
Scope:
• Manage enterprise software assets through ServiceNow SAM Pro, ensuring license compliance, reconciliation, and entitlement accuracy.
• Partner with Procurement and business stakeholders to optimize software usage, SaaS subscriptions, and Microsoft 365 licensing.
• Drive cost optimization, audit readiness, and software asset lifecycle management across the organization.
What you'll do:
Entitlement & Procurement Partnership
• Partner directly with Procurement to create and maintain software entitlements in SAM Pro corresponding to new purchases, renewals, and true-ups
• Ensure entitlement records (license type, metric, terms, quantities, purchase order/contract references) are accurate and complete at time of intake
Software Model & Normalization
• Determine and configure the software models required in SAM Pro to correctly match discovered installations, including publisher/product normalization and handling of complex suite or edition variants
• Maintain and troubleshoot normalization rules so discovered software consistently maps to the correct model
Reconciliation Management
• Manage software reconciliation definitions and schedules to verify that Effective License Positions (ELPs) are returning accurate, defensible results
• Investigate reconciliation discrepancies, unmatched installations, and orphaned entitlements; tune reconciliation logic as needed
Remediation & Application Partnership
• Partner with application owners and end users to research and resolve remediation issues (e.g., unauthorized installs, missing entitlements, incorrect model assignment)
• Track remediation tasks through to closure and document resolution outcomes
SaaS Usage & Reconciliation
• Review SaaS subscription and usage data feeds; verify that SaaS reconciliation results accurately reflect actual consumption against contracted entitlements
• Identify gaps between provisioned SaaS seats and active usage
Compliance & Contract Support
• Provide software compliance insight and audit-ready reporting to support contract renewal negotiations and vendor audit responses
• Prepare summarized compliance positions for stakeholders ahead of renewal discussions
Optimization & Savings
• Analyze software usage data to identify reclamation, downgrade, and consolidation opportunities
• Quantify and document potential cost savings positions based on usage trends and license entitlement gaps
Microsoft 365 License Management
• Manage Microsoft 365 license reservations, ensuring reserved license pools align with entitlement counts, usage patterns, and organizational needs
• Monitor M365 license assignment and reclaim unused reservations as appropriate
What We are looking for:
• 3+ years of hands-on experience with ServiceNow SAM Pro (configuration, not just reporting)
• Demonstrated experience managing the full SAM lifecycle: procurement, deployment, reconciliation, and retirement
• Working knowledge of software normalization, entitlements, discovery models, and Effective License Position (ELP) generation
• Experience with SaaS usage reconciliation and license reservation management (Microsoft 365 preferred)
• Familiarity with major software licensing models (Microsoft, Adobe, Oracle, and similar enterprise publishers)
• Strong analytical skills with the ability to interpret usage, contract, and financial data
• Excellent stakeholder communication skills; able to work directly with Procurement, application owners, and end users
Preferred Qualifications
• ServiceNow SAM Pro or CIS-SAM certification
• Experience with HAM Pro, ITAM, CMDB, and Discovery/Service Mapping
• Experience supporting vendor or internal software audits
• Background in enterprise software consolidation or cost-optimization initiatives
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
