[Hiring] ServiceNow Software Asset Management (SAM) Administrator SME @General Dynamics Information Technology

Role Description

Seize your opportunity to make a personal impact as a ServiceNow SAM Administrator/SME supporting Centers for Medicare and Medicaid Services - Cloud Products & Tools (CMS - CPT). A ServiceNow SAM Administrator/SME is responsible for the strategic administration, configuration, and continuous improvement of the ServiceNow Software Asset Management application. This role ensures:

• Accurate software license management
• Compliance and optimization of software spend
• Alignment with enterprise IT Asset Management (ITAM) and IT Service Management (ITSM) best practices

This role supports the agency’s mission by leveraging advanced ITAM processes to ensure accurate asset tracking, operational transparency, and regulatory adherence.

HOW YOU WILL MAKE AN IMPACT:

• Guide the implementation, configuration, and maintenance of SAM, ensuring accurate software discovery, license reconciliation, and cost optimization
• Act as the bridge between IT Asset Management (ITAM) processes and the technical capabilities of the ServiceNow platform
• Advise the team on SAM Pro Plus best practices, leveraging AI-driven insights for compliance and optimization
• Ensure successful SAM platform integration into ITOM, HAM, and procurement systems
• Design workflows for reconciliation, entitlement tracking, and compliance reporting using SAM Pro capabilities
• Applied knowledge in publisher-specific licensing packs and agreements (Adobe, Microsoft, Oracle, IBM) for effective license optimization efforts
• Work with Infrastructure, Hosting, and Operations teams to align SAM outputs with enterprise IT workflows
• Engage with procurement and supply chain teams to gather relevant data for CMDB and ServiceNow workflows
• Support risk mitigation for end-of-life software/hardware compliance and alignment with ITAM data governance protocols
• Creating, managing, and delivering reports on license usage, compliance, and cost savings to stakeholders
• Administer and maintain the ServiceNow SAM Pro application, ensuring platform stability, performance, and scalability
• Configure SAM modules including Software Discovery Models, Normalization and Content Library usage, Reconciliation rules and license metrics, Entitlement and consumption tracking
• Manage upgrades, patches, and feature releases in alignment with ServiceNow best practices and release management standards
• Maintain data integrity across CMDB, SAM, and related modules
• Ensure accurate license position (Effective License Position - ELP) calculations
• Implement automated workflows for software request fulfillment and reclamation
• Align asset lifecycle processes with ITIL and ServiceNow CSDM frameworks
• Perform reconciliation and compliance analysis using ServiceNow SAM Pro capabilities
• Maintain normalization accuracy using ServiceNow Content Service
• Contribute to and enforce data governance standards across asset and configuration data
• Design, document, and implement scalable SAM processes aligned with ServiceNow best practices
• Automate manual tasks via Flow Designer, Business Rules, and IntegrationHub
• Continuously improve workflows to reduce operational overhead and increase efficiency
• Develop dashboards and KPIs
• Act as a subject matter expert (SME) for ServiceNow SAM capabilities
• Ensure adherence to ServiceNow best practices (i.e., Common Service Data Model (CSDM) alignment, CMDB health and governance, scoped application design)
• Establish and maintain SAM application policies, standards, and procedures
• Support internal and external audits with proper documentation and controls
• Stay current with ServiceNow roadmap and SAM Pro enhancements
• Evaluate and implement new features
• Drive maturity of the SAM program toward higher capability levels (e.g., optimized/managed states per industry frameworks)
• Contribute to continuous improvement by supporting more robust CMDB data integration, automation workflows, and reconciliation

Qualifications

• Bachelor’s degree in information systems, Business, Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• 5+ years of experience in ServiceNow Administration with a strong focus on Software Asset Management Pro
• Hands-on experience with ServiceNow SAM Pro implementation and support including entitlement management, normalization, and software compliance
• Deep understanding of software licensing models (e.g., per user, per device, subscription, SaaS)
• Experience with ITAM, ITSM, and CMDB frameworks
• Strong knowledge of discovery tools and data integrations

Requirements

• ServiceNow Certified System Administrator (CSA)
• Expert-level proficiency in ServiceNow SAM Pro Plus capabilities, including SAM/ITAM principles and their integration into enterprise infrastructure
• Ability to configure and maintain the SAM module, including SaaS License Management
• Advanced understanding of integration architecture between SAM, ITOM, and CMDB systems
• Experience with automation and integration across IT management platforms using ServiceNow Pro Plus AI Agents
• Hands-on experience with ServiceNow SAM Pro Plus, including entitlement imports, normalization, and content service configuration
• Ability to define and create workflows for software asset lifecycles, from acquisition to disposal
• Strong understanding of software licensing, metrics, and software compliance to avoid vendor penalties
• Expertise in publisher-specific licensing agreements (e.g., Adobe, Oracle, IBM)
• Knowledge of publisher packs for major vendors like Microsoft and Oracle
• Knowledge of discovery tools such as SCCM, JAMF, and APIs
• Experience in process improvement and automation to reduce dependencies on manual workflows and reporting
• Ability to translate technical findings into actionable insights for non-technical stakeholders (e.g., Finance, Procurement)
• Strong team collaboration and process improvement skills
• Advanced troubleshooting and bug resolution capabilities

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay and paid time off
• Full-flex work week to own your priorities at work and at home
• Award-winning culture of innovation and a military-friendly workplace