ServiceNow SAM Responsibilities:
- Lead ServiceNow SAM Pro implementations, ensuring alignment with client objectives and industry best practices.
- Conduct software license optimization and compliance analysis to help organizations reduce costs and risks.
- Work with CMDB and Discovery to ensure accurate software inventory and asset relationships.
- Configure entitlements, normalization rules, and reconciliation workflows within ServiceNow SAM Pro.
- Provide guidance on software publisher audits, including Microsoft, Adobe, Oracle, and IBM.
- Support integration of SAM with third-party tools (Flexera, Snow, SCCM, etc.).
- Develop dashboards and reports to track software usage, compliance, and cost savings.
- Ensure alignment with ITIL, ISO 19770, and SAM best practices.
BSA Responsibilities:
- Engage with business stakeholders to gather, analyze, and document requirements for ServiceNow implementations.
- Translate business needs into functional and technical specifications for developers and architects.
- Assist in workflow and process design, ensuring alignment with ITIL best practices.
- Work with ServiceNow modules such as ITSM, ITAM, CMDB, CSM, and SAM.
- Support User Acceptance Testing (UAT) and ensure solutions meet business requirements.
- Create and maintain reports, dashboards, and performance analytics for stakeholders.
- Provide end-user training and support for newly implemented features.
- Drive continuous service improvement (CSI) by identifying process gaps and recommending optimizations.