ServiceNow Software Asset Management (SAM) Specialist

Role Summary
This role owns the creation, validation, and maintenance of software entitlement records within ServiceNow SAM Pro, our system of record for entitlements and Effective License Position reporting. The specialist will reduce an existing backlog of approved software purchases awaiting entitlement processing and establish sustained throughput that keeps pace with ongoing purchase volume. The work directly supports audit readiness, license compliance, and informed vendor negotiation across the software portfolio.
This is a specialist role requiring demonstrated ServiceNow SAM Pro platform expertise and software licensing analysis capability. General procurement or IT asset administration experience is not sufficient.
Primary Responsibilities
Analyze approved software purchase documentation to determine correct entitlement structure, quantities, and licensing rights
Create and load entitlement records in ServiceNow SAM Pro, ensuring accuracy against contractual terms
Validate and reconcile purchase records against procurement documentation, resolving discrepancies and conflicting data
Research and apply publisher part numbers (PPNs) to entitlement records
Review existing software models and create new models from catalog records where required
Submit and track Content Service requests where publisher or product content is unavailable
Maintain audit defensible documentation supporting all entitlement decisions
Reduce and ultimately eliminate the current entitlement processing backlog
Secondary Responsibilities
Support Effective License Position (ELP) development and reporting accuracy
Conduct compliance research in support of audit response and license true up activity
Contribute to license reclamation and harvesting initiatives
Support software catalog governance and data quality efforts
Participate in testing and validation of SAM automation and integration enhancements
Required Qualifications
5+ years of experience in software asset management or software licensing, including a minimum of 2 years hands-on with ServiceNow SAM Pro
Demonstrated hands-on experience with entitlement creation, software models, publisher part numbers, and the Content Service within ServiceNow SAM Pro
Working knowledge of software licensing models and metrics, including per-user, per-device, subscription, capacity-based, and perpetual constructs
Ability to interpret procurement documentation, order forms, and license agreements to determine entitlement rights
Strong analytical judgment and comfort resolving incomplete or conflicting source data independently
Attention to detail sufficient to produce records that withstand publisher audit scrutiny
Effective written and verbal communication, with the ability to engage stakeholders across Procurement, Finance, and IT
Availability to participate in scheduled team and stakeholder meetings with meaningful daily overlap with core business hours
Preferred Qualifications
ServiceNow certification (CSA, or SAM-specific accreditation)
Prior experience supporting publisher audits or license true up engagements
Familiarity with discovery and normalization concepts within ServiceNow SAM Pro
Experience with enterprise procurement platforms such as Ariba

Work arrangement
No