Application Support Engineer

Job SummaryThe Licensing Specialist - SAM will act as a SAM process and tooling specialist responsible for supporting publisher ELP activities and the functional implementation, maintenance and operational enablement of Flexera or ServiceNow SAM Pro. The role requires strong understanding of SAM processes, discovery models, entitlement and inventory data, tool configuration, reconciliation logic and publisher-specific license treatment. Tool administration and operational implementation experience will be a strong advantage.Key ResponsibilitiesSAM process enablement: Support end-to-end SAM processes including entitlement intake, contract interpretation, software model mapping, discovery validation, normalization, license reconciliation, compliance reporting and optimization.Tool functional implementation: Configure or support implementation of Flexera or ServiceNow SAM Pro modules, publisher packs, software models, discovery integrations, entitlement templates, license records and reconciliation workflows.Tool maintenance and administration: Maintain tool health, data feeds, import schedules, access controls, reconciliation runs, dashboard outputs, issue logs and support tickets with tool vendors or platform teams.Entitlement and SKU mapping: Upload and validate entitlement data, map purchased SKUs to software models/products, validate product bundles, component entitlements and publisher-specific license rules.Inventory normalization: Validate raw discovery data, normalize software titles, review application recognition, resolve duplicate or unrecognized records and align inventory to license models.License creation and reconciliation: Create license records with correct metrics, rules, allocations and use rights; run reconciliation and interpret compliance outputs.Publisher ELP support: Support ELP preparation for Tier-1, Tier-2 and Tier-3 publishers by combining tool outputs with contract, portal, CMDB, SaaS and discovery evidence.Discovery model understanding: Validate data from SCCM/MECM, agents, ILMT/BFI, vCenter, cloud platforms, SaaS portals, CMDB and other inventory sources.Operational reporting: Prepare compliance dashboards, license position summaries, data quality reports, renewal extracts, removal candidate reports and optimization trackers.Process documentation: Create and maintain runbooks, SOPs, functional design documents, knowledge articles, data validation checklists and publisher onboarding guides.Continuous improvement: Recommend improvements in tool configuration, data quality rules, reconciliation logic, dashboard design and automation opportunities.Publisher licensing: Good understanding of common publisher licensing models and ability to support ELP activities by applying contract and entitlement terms to tool outputs.Preferred Experience and CredentialsRecommended 4+ years of SAM / ITAM experience with 2+ years in Flexera or ServiceNow SAM Pro functional implementation, administration or operational enablement.Hands-on experience in tool migration, publisher onboarding, entitlement data cleanup, software model normalization, data connector validation or reconciliation remediation is preferred.Exposure to ELP preparation for one or more Tier-1 publishers and multiple Tier-2/Tier-3 publishers is preferred.Certifications in ServiceNow SAM Pro, Flexera, CSAM, CITAM or equivalent SAM/tool certifications are an added advantage.


Qualification