SAM(Software Asset Management) Analyst

Role & responsibilities

• Enter and maintain information in a database format to address audit, software compliance & inventory. Assist in the development of reporting to address management requirements to obtain information.
• Communicate through email, individual interview, group meetings, and presentations to end users, management, developers, and vendors.
• Manage and configure ITSM tools (e.g., ServiceNow, BMC Remedy) to support ticket approval workflows and SLA compliance.
• Oversee the ticket lifecycle including approvals, escalations, and resolution tracking.
• Collaborate with IT, procurement, and compliance teams to ensure seamless integration of SAM processes within ITSM.
• Generate reports and dashboards related to ticket approval metrics and software asset usage.
• Guides the normalization, management and summarization of customer purchase information to assure complete and accurate analysis of the information.
• Use SAM Pro knowledge to monitor software licenses, entitlements, and compliance within the organization.
• Assist in software asset audits, license reconciliation, and compliance & consumption reporting.
• Reconciles those entitlements (based upon Product Use Rights, rules, allowances, etc. they embody) with software inventory information (Install Position) to produce a compliance summary (Gap Analysis).

Role Essentials

• Proven experience with ITSM platforms and ticket approval workflows.
• Familiarity with SAM Pro or similar Software Asset Management tools.
• Good understanding of software licensing models and compliance requirements.
• Knowledge of ITIL frameworks and service management best practices.
• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively across teams and manage multiple priorities.
• Excellent with MS Word, MS Excel and MS PowerPoint. Power BI is a plus point.

Desired Essentials

• ServiceNow ITSM
• ServiceNow SAM Pro
• Microsoft Office (Excel, Word, PPT)
• Software Publisher and Product Licensing and Lifecycle Management