ServiceNow SAM Specialist

Required Skills & Experience

• 5+ years of experience in software asset management or software licensing, including a minimum of 2 years hands-on with ServiceNow SAM Pro
• Demonstrated hands-on experience with discovery model normalization, normalization rules, software models, and the Content Service within ServiceNow SAM Pro
• Working knowledge of publisher product hierarchies, edition and version structures, and how normalization drives license reconciliation
• Ability to distinguish commercially licensable software from freeware, utilities, and non-licensable components
• Strong research capability and analytical judgment when resolving records with no content library match
• Pattern recognition skills sufficient to identify repeatable normalization opportunities and translate them into scalable rules
• Attention to detail sufficient to produce records that support audit defensible consumption reporting
• Effective written and verbal communication, with the ability to engage stakeholders across Procurement, Finance, and IT
• Availability to participate in scheduled team and stakeholder meetings with meaningful daily overlap with core business hours

Nice to Have Skills & Experience

• ServiceNow certification (CSA, or SAM-specific accreditation)
• Familiarity with ServiceNow Discovery, SCCM, or other inventory data sources feeding software discovery
• Prior experience supporting publisher audits or license true up engagements
• Familiarity with entitlement management concepts within ServiceNow SAM Pro

Job Description

This role owns the research and normalization of discovery models within ServiceNow SAM Pro for the organization's commercially significant publisher population outside the ELP priority list. The specialist will resolve a backlog of discovery models carrying a Match Not Found normalization status, establish sustained throughput against incoming discovery volume, and build the pattern rule and content coverage that structurally reduces future manual effort. The work directly supports Effective License Position accuracy, audit readiness, and informed vendor negotiation.

This is a specialist role requiring demonstrated ServiceNow SAM Pro platform expertise and software licensing knowledge. General IT asset administration or data cleansing experience is not sufficient.

• Research and normalize discovery models to standard publisher, product, edition, and version structure within ServiceNow SAM Pro
• Baseline the commercial publisher population within the unnormalized backlog, segmented by record volume and install footprint, to size and sequence work by licensing risk
• Work the backlog publisher by publisher, applying research findings across all records under each vendor to maximize throughput
• Review and validate machine learning normalization suggestions before acceptance
• Identify pattern gaps and design, propose, and test new pattern normalization rules that resolve records at scale
• Submit records to the Content Service where publisher or product content coverage does not exist, and track resolution
• Determine licensable versus non-licensable status to support accurate consumption reporting
• Maintain pace with incoming discovery volume for the assigned publisher population
• Support Effective License Position (ELP) development and reporting accuracy
• Contribute to software catalog governance and data quality initiatives
• Support compliance research in preparation for publisher audits and renewal negotiations
• Identify and escalate discovery data quality issues affecting normalization outcomes
• Participate in testing and validation of SAM automation and content enhancements