Lead Administrator (Tools & Automation)

Job Summary

The ServiceNow ITAM Specialist (L2) is responsible for administering, supporting, and enhancing ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) modules. The role involves managing asset lifecycle processes, software compliance, license optimization, inventory reconciliation, and ensuring accurate asset tracking across the organization. The specialist will work closely with infrastructure, procurement, finance, and vendor management teams to maintain compliance and optimize IT asset utilization.

Key Responsibilities

Hardware Asset Management (HAM)

• Manage the complete lifecycle of IT assets, including procurement, deployment, maintenance, transfer, and disposal.
• Maintain accurate hardware asset records in the ServiceNow CMDB and Asset Management modules.
• Perform asset audits and inventory reconciliations to ensure data accuracy.
• Track asset allocation, ownership, location, and warranty information.
• Support asset refresh, retirement, and disposal processes in compliance with organizational policies.
• Identify and resolve asset data discrepancies.

Software Asset Management (SAM)

• Administer ServiceNow SAM processes and workflows.
• Monitor software installations, usage, entitlements, and compliance status.
• Reconcile software licenses against entitlement records.
• Support software audits conducted by internal and external vendors.
• Identify opportunities for license optimization and cost savings.
• Generate compliance reports and recommendations for management.

ServiceNow Administration & Support

• Configure and maintain HAM and SAM modules within ServiceNow.
• Support integrations with discovery tools, SCCM, Intune, and other asset data sources.
• Troubleshoot incidents, service requests, and problems related to ITAM processes.
• Assist in workflow, catalog item, business rule, and report customization.
• Participate in platform upgrades and testing activities.

Governance & Compliance

• Ensure compliance with software licensing agreements and organizational policies.
• Support audit activities by providing asset and software compliance reports.
• Develop and maintain ITAM process documentation and standard operating procedures.
• Monitor data quality and enforce asset governance standards.

Reporting & Analytics

• Create and maintain dashboards and reports for HAM and SAM operations.
• Analyze asset utilization trends and provide optimization recommendations.
• Track KPIs related to asset lifecycle management and software compliance.

Skill Requirements

• Strong experience with ServiceNow IT Asset Management (ITAM).
• Hands-on experience in Hardware Asset Management (HAM) and Software Asset Management (SAM) modules.
• Understanding of software licensing models and compliance management.
• Experience with CMDB, Discovery, and Asset Management processes.
• Knowledge of SCCM, Microsoft Intune, Active Directory, and endpoint management tools.
• Experience with ServiceNow reporting, dashboards, and workflows.
• Understanding of ITIL processes (Incident, Problem, Change, Request, and Asset Management).

Preferred Skills

• Knowledge of software license optimization techniques.
• Experience with cloud asset management (Azure, AWS, Microsoft 365).
• Understanding of procurement and vendor management processes.
• Strong analytical and troubleshooting skills.

Excellent documentation and stakeholder management capabilities

Other Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – HAM
• ServiceNow Certified Implementation Specialist – SAM

ITIL Foundation Certification