ServiceNow ITAM Developer

ServiceNow ITAM Developer (Hardware & Software Asset Management)

Role Overview

Own the design, configuration, and automation of IT Asset Management (ITAM) on ServiceNow—covering Hardware Asset Management (HAM) and Software Asset Management (SAM).

Ensure end-to-end asset lifecycle control, license compliance, cost optimization, and robust integrations with CMDB, procurement, discovery, and finance.

Key Responsibilities

1) Solution Design & Build

Configure HAM entities (models, stockrooms, assets, disposals) and SAM constructs (software models, normalization, entitlements, rights).

Develop Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, and Flow Designer flows for ITAM automation.

Extend data model; design catalog items/record producers for asset requests, ownership transfer, reclamation, and disposal.

2) Lifecycle, Compliance & Governance

Implement procure → receive → assign → maintain → reclaim/retire/dispose processes with auditable controls.

Set up SAM reconciliation, publisher packs, metrics (per-device, per-user, concurrent), and compliance dashboards; drive remediation and true-ups.

Define and maintain process KPIs/SLAs (inventory accuracy, reconciliation success rate, compliance exposure, mean time to reclaim).

3) Integrations & Data Quality

Build integrations with ERP/Procurement (PO/GRN), HR (joiner-mover-leaver), discovery sources, and CMDB via Import Sets/Transform Maps and REST/SOAP.

Implement normalization/enrichment, deduplication, and data quality scores; manage reconciliation jobs and error handling.

4) Reporting & Analytics

Create Performance Analytics widgets, MIS reports, and executive dashboards for usage, compliance, spend, and lifecycle health.

Provide cost optimization insights (reclamation, downgrades, license conversions).

5) Delivery & Collaboration

Run workshops; convert requirements into technical designs and backlog items.

Partner with procurement, finance, security/compliance, and service operations; maintain audit-ready documentation and release notes.

Use Git/CI-CD for update sets and versioning; enforce secure coding and platform guardrails.

Required Skills & Experience

Experience: 6–8 years total; 4+ years hands-on implementing ServiceNow ITAM (HAM/SAM) with configuration, scripting, integrations.

Platform/Dev: ServiceNow Administration & Development (JavaScript/Glide APIs, Flow Designer, Integration Hub); strong in Business Rules, Script Includes, Client Scripts.

ITAM Domain: Asset lifecycle, inventory, license metrics, normalization & reconciliation, vendor contracts, true-ups, audits.

Process: ITIL fundamentals; linkage of Incident/Change/Request with ITAM; strong reporting/MIS.