Role Overview
The SAM Operational Manager will report to the ITAM Operational Lead and play a crucial role in supporting both operational and technical aspects of Software Asset Management (SAM) service across the organization. This position will focus inventories accurate, executing entitlement uploads, running reconciliations, and supporting ELP vendor deliveries. Producing repeatable reports and dashboards that inform renewals, audit readiness, and optimization. This is a hands on role focused on quality, cadence, and service excellence in our SAM operations, ensuring high reliability, performance as well as supporting driving key SAM operational activities
The role will be part of a center-led Software Asset Management Service to ensure compliant, cost effective and efficient utilization of software in partnerships with Software Owners across our company.
What will you do in this role
Maintain SAM data quality (primary focus)
- Maintain software entitlement data in ServiceNow SAM Pro: prepare inventory entitlement packs, and collaborate with Procurement/Product Owners to validate Entitlement Summary files prior to import.
- Assist software discovery normalization: steward model/recognition rules, tune normalization, and validate catalog coverage against discovery sources.
- Support license reconciliation activities: run reconciliation jobs on schedule, troubleshoot deltas, and maintain recognition and license model rules.
ServiceNow Process enablement
- Execute SNOW workflows (ownership, approvals, reclamation), manage imports/integrations, and support light automations (e.g., Flow Designer/IntegrationHub patterns within guardrails).
- Track Software Center ownership/approval controls and keep standard operational reports/dashboards current.
Vendor management support
- Prepare entitlement packs and perform constant validation against Ariba/contract artifacts; ensure timely, accurate uploads to SAM Pro.
Operational execution reporting
- Prepare/import entitlement files, support standard ELP/usage reports, execute defined workflows, and address reporting/technical gaps by raising defects or implementing approved configuration fixes.
Documentation evidence
- Maintain SOPs/runbooks/job aids for imports, recognition, reconciliation, and workflows; help prepare audit/true up documentation and evidence packs.
Reclamation lifecycle controls
- Support software reclamation by identifying candidates from usage and ownership signals, performing DQ corrections, and updating documentation.
- Generate and review software usage reports; monitor lifecycle events (installs, removals, renewals) to inform controls and ELPs.
Backlog triage team coordination:
- Screen licensing for backlog vendors (lightweight assessments) to prioritize deep dives and renewals.
- Coordinate across teams for tool updates and report status to both the functional SAM lead and relevant project managers per governance cadence.
What should you have
- Bachelor s degree in IT, Computer Science, Business, or related field.
- 2-4+ years in SAM/ITAM operations or IT systems management with strong analytical and reporting skills.
- Hands-on experience with entitlement imports, recognition/model maintenance, reconciliation, workflows, and reporting.
- ServiceNow SAM Pro expertise (mandatory); familiarity with other SAM tools is a plus.
- Solid understanding of vendor licensing fundamentals , SAM lifecycle processes; ITAM certification preferred.
- Ability to resolve reporting gaps, perform SW data quality checks, and understand SW data integrations sources (eg.SCCM, Nexthink/VDI, Jamf, Qualys).
- Knowledge of SW contract, SOW and others documentation (Ariba)
- HAM knowledge is an advantage.
- Strong collaboration, communication, and problem-solving skills; ability to work independently and lead small initiatives.
- Customer-focused mindset and ability to learn complex technologies quickly
