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Merck Sharp & Dohme (MSD)
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Manager, SAM Operational Analyst

Manager, SAM Operational Analyst

Merck Sharp & Dohme (MSD)

3 - 7 years

5 - 9 Lacs

hyderabad

Posted:5 days ago| Platform:

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Skills Required

relationship management business process automation manager quality assurance data management healthcare operations technical support analytics auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

The SAM Technical/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 on the technical implementation, maintenance, and support of SAM tool, ensuring high reliability, performance, and security 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

Oversee and optimize the use of ServiceNow SAM Pro (experience with other SAM tools is a plus).
Ensure accurate and complete data within SAM Pro, including entitlement records, software catalog, and normalization rules.
Perform data management activities (e.g., imports/exports, bulk updates, error resolution) to keep SAM data reliable.
Troubleshoot and resolve functional data issues (e.g., discovery mismatches, normalization conflicts), escalating technical issues to the platform team as needed.
Build and maintain dashboards, reports, and analytics to support stakeholders across IT, Procurement, and Finance.
Partner with the ServiceNow platform team to support enhancements, configuration updates, and tdevesting of new features.
Document processes, user guides, and knowledge base articles to support SAM adoption.
Work with stakeholders to improve data capture, system adoption, and SAM-related processes.
Coordinate tool-related updates and report progress to functional and project managers.

What should you have

Bachelor s degree in Information technology, Computer Science, Finance, Business or any Technology stream.

3+ years of technical experience IT System Management Experience (preferably in ITAM); HAM familiarity is a key advantage

ServiceNOW Familiarity
Technical familiarity (such as maintenance, support, implementation) with ITAM tool such as ServiceNow SAMPro and others

Understanding of software asset management lifecycle processes is an advantage
Strong analytical skills for interpreting and validating data.
Ability to work independently and collaborate effectively in cross-functional teams.
Proven problem-solving skills with capability to provide technical support and resolve complex issues.
Effective communication to present findings and insights clearly.
Quick learner with adaptability to complex technologies; customer- and product-focused mindset

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Merck Sharp & Dohme (MSD)

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Manager, SAM Operational Analyst