ServiceNow SAM Pro & CSD Developer

Opportunity for ServiceNow SAM Pro & CSD Developer

Contract | Immediate Role Summary The ServiceNow SAM Pro & CSD Developer owns the end-to-end technical implementation of Software Asset Management Professional (SAM Pro) and Client Software Distribution (CSD / CSD 2.0) on the ServiceNow platform. This role bridges IT Finance, Procurement, and Endpoint Engineering to deliver a "closed-loop" software lifecycle: automating request fulfillment, license compliance verification, physical deployment, usage tracking, and automated reclamation. You will ensure license compliance, optimize software spend, and enable audit-ready, zero-touch software automation across the enterprise.

Key Responsibilities Software Asset Management (SAM Pro)

• Platform Implementation: Own the full lifecycle implementation of SAM Pro from plugin activation, configuration, and dashboard customization to integration with CMDB, ITSM, Procurement, Finance, and HR modules.
• Software Lifecycle Management: Design and maintain processes for the entire software lifecycle—procurement, deployment, usage metering, harvesting, reclamation, and retirement—ensuring accuracy and audit readiness of the enterprise software asset inventory.
• License Compliance & Optimization: Configure software models, entitlements, license positions, and contracts for major publishers (Microsoft, Oracle, Adobe, IBM, VMware, Salesforce). Manage reconciliation to ensure compliance with vendor agreements, conduct audits, and identify cost-saving opportunities by eliminating underused or over-licensed software.
• Normalization & Data Quality: Implement and maintain normalization processes using ServiceNow Content Library and Publisher Packs to ensure high-quality, audit-ready software discovery data. Troubleshoot discovery data quality issues and resolve mismatches.
• Vendor Audit Preparedness: Prepare for and respond to software publisher audits by maintaining proof-of-license documentation, usage evidence, and compliance positions in SAM Pro.
• Data Integration: Lead integration of SAM Pro with key data sources including Discovery, ITOM, Service Mapping, SCCM/MECM, Intune, Jamf, cloud portals, and other inventory tools to ensure accurate normalization, reconciliation, and validation of software asset records.

Client Software Distribution (CSD / CSD 2.0)

• Distribution Workflow Design: Configure and maintain CSD / CSD 2.0 capabilities to automate software packaging, scheduling, deployment, and removal for Windows, macOS, and Linux endpoints via Service Catalog requests.
• Endpoint Management Integration: Integrate CSD with MECM/SCCM, Microsoft Intune, Jamf, Tanium, or native ServiceNow agents using IntegrationHub, Service Graph connectors, MID Server, and REST/SOAP APIs to enable unified, license-aware software deployment.
• Catalog Orchestration & Automation: Build and manage the "Distributable" software catalog with catalog items, request workflows/flows, lease and expiration rules, approval gates, and entitlement checks that verify license availability via SAM Pro before deployment.
• Automated Reclamation: Design "zero-touch" reclamation workflows where unused software is automatically uninstalled via CSD based on SAM Pro usage metering, returning licenses to the available pool.
• Deployment Automation: Create software packages and deployment sequences with pre-install checks, user notifications, post-install verification, and automated retry or rollback logic for failed installations.
• Troubleshooting & Remediation: Monitor deployment success/failure rates, troubleshoot failed installations and CSD/SAM integration issues, and work closely with endpoint management, ITSM, security, procurement, and finance teams to resolve defects and improve reliability.
• Closed-Loop Integration: Ensure that software deployments and reclamations executed via CSD accurately update SAM Pro data (installations, entitlements, license positions), confirming via Discovery that software was installed/removed and CMDB is updated per CSDM standards.

Technical Development & Governance

• Custom Development: Develop and maintain technical components including Flow Designer flows/subflows, IntegrationHub actions, Orchestration activities, Business Rules, Script Includes, Client Scripts, UI Policies, and custom APIs to support complex licensing logic, distribution triggers, and SAM/CSD automation.
• Data Integrity & CSDM Alignment: Ensure software installations correctly map to CMDB following CSDM standards. Maintain data quality across SAM Pro tables and related ITAM/ITSM modules.
• Reporting & Strategic Advisory: Create executive dashboards and detailed reports showing software consumption, compliance risk, optimization opportunities, CSD deployment metrics, version compliance, and ROI of automated reclamation efforts. Translate data into strategic insights for senior management to guide procurement, renewals, migrations (on-prem to SaaS), and cost-saving measures.
• Documentation & Knowledge Transfer: Produce technical documentation (designs, configuration guides, runbooks, data flows, integration architectures) and provide knowledge transfer or mentoring to internal teams on SAM Pro, CSD, and platform best practices.

Required Skills and Experience

• ServiceNow Development Expertise: 3–5+ years of hands-on ServiceNow development experience with strong proficiency in JavaScript/GlideScript, Business Rules, Script Includes, Flow Designer, IntegrationHub, Orchestration, and Catalog/Request workflows.
• SAM Pro Experience: At least 2–3 years of practical experience implementing and supporting ServiceNow SAM Pro with deep understanding of software models, entitlements, license positions, normalization, reconciliation, reclamation, SaaS License Management, and optimization.
• CSD Experience: Demonstrated hands-on implementation of Client Software Distribution (CSD or CSD 2.0) including package creation, scheduling, agent management, workflow integration, and troubleshooting deployment failures.
• Integration Skills: Proven ability to integrate ServiceNow with external systems via REST/SOAP APIs, MID Server, and IntegrationHub spokes—especially MECM/SCCM, Intune, Jamf, or equivalent endpoint management tools.
• Licensing Knowledge: Solid understanding of software licensing concepts (per-user, per-device, per-core, processor, named-user, concurrent, SaaS/subscription) and vendor audit/compliance practices for major publishers (Microsoft, Oracle, Adobe, VMware, Salesforce).
• Platform Architecture: Familiarity with ServiceNow platform architecture and related applications: ITSM, CMDB/CSDM, ITOM Discovery, Service Mapping, Service Graph, and their relationships with ITAM/SAM data.
• Endpoint Management Knowledge: Familiarity with the backend of deployment tools (e.g., SCCM Collections, Intune App Packaging, Jamf policies) and scripting languages like PowerShell for deployment scripts.
• Problem-Solving Skills: Strong analytical and problem-solving skills with the ability to translate complex licensing contracts and fulfillment policies into robust, upgrade-safe technical solutions. Detail-oriented mindset to catch mismatches between "software deployed" and "software licensed."
• Collaboration & Communication: Good communication and collaboration skills for working with ITAM, desktop engineering, ITSM, procurement, vendor management, legal, finance, and IT operations stakeholders across the software lifecycle.

Preferred Qualifications

• Certifications:
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – Software Asset Management Professional (CIS-SAM)
• ServiceNow Certified Implementation Specialist – IT Asset Management (CIS-ITAM) and/or CIS-ITSM
• Endpoint Management certifications (e.g., Microsoft Certified: Endpoint Administrator Associate, Jamf Certified Tech)
• Advanced Implementation Experience: Experience implementing CSD 2.0 reference architectures with Intune and Jamf, including standard flows and actions delivered by ServiceNow or Store apps.
• ITAM Background: Prior experience in IT Asset Management, Software Asset Management, or endpoint/desktop engineering in a medium-to-large enterprise environment.
• Process Improvement Mindset: A demonstrated drive to eliminate manual tasks through automated request fulfillment and closed-loop processes.

Considerations

• 6 MonthContract
• Locations– Pan India
• Work from office
• Monday to Friday working

Screening Criteria

• 3–5+ years of hands-on ServiceNow development experience with strong proficiency in JavaScript/GlideScript, Business Rules, Script Includes, Flow Designer, IntegrationHub, Orchestration, and Catalog/Request workflows.
• At least 2–3 years of practical experience implementing and supporting ServiceNow SAM Pro with deep understanding of software models, entitlements, license positions, normalization, reconciliation, reclamation, SaaS License Management, and optimization.
• Demonstrated hands-on implementation of Client Software Distribution (CSD or CSD 2.0) including package creation, scheduling, agent management, workflow integration, and troubleshooting deployment failures.
• Proven ability to integrate ServiceNow with external systems via REST/SOAP APIs, MID Server, and IntegrationHub spokes—especially MECM/SCCM, Intune, Jamf, or equivalent endpoint management tools.
• Solid understanding of software licensing concepts (per-user, per-device, per-core, processor, named-user, concurrent, SaaS/subscription) and vendor audit/compliance practices for major publishers (Microsoft, Oracle, Adobe, VMware, Salesforce).
• Familiarity with ServiceNow platform architecture and related applications: ITSM, CMDB/CSDM, ITOM Discovery, Service Mapping, Service Graph, and their relationships with ITAM/SAM data.
• Available for 6 month contract
• Available to work from office
• Available to join within 2 weeks