ServiceNow Administrator

Servicenow Administrator

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow Administrator to join our team in Chantilly, Virginia (US-VA), United States (US).

NTT DATA is seeking a skilled and dedicated ServiceNow Administrator with a strong specialization in Software Asset Management (SAM Pro) to support the Enterprise IT as a Service (EITaaS) program. In this critical role, you will provide essential expertise to help optimize the government's software footprint, ensure license compliance, reduce costs, and maintain software assets, ultimately enhancing the overall efficiency of the software asset lifecycle. Your responsibilities will include responding to requests, addressing issues, performing ongoing maintenance, and optimizing ServiceNow SAM Pro, ensuring the integrity and accuracy of software asset data collected from multiple sources. The ideal candidate will demonstrate a deep understanding of software licensing models, IT Asset Management best practices, and possess the technical skills necessary to maximize the value and effectiveness of the software asset management solution.

Key duties include actively managing software asset records within ServiceNow SAM Pro, supporting license compliance and audit readiness, and collaborating with stakeholders to resolve software asset-related issues. You will also be responsible for maintaining accurate software asset inventories, performing regular reviews and reconciliations, and recommending improvements to optimize software usage and reduce unnecessary expenses. Your technical expertise will be vital in ensuring the reliability and quality of software asset data, and providing guidance on software licensing and asset management best practices to the organization.

By leveraging your skills in ServiceNow SAM Pro and software asset management, you will play a pivotal role in improving operational efficiency and achieving project success, making a significant contribution to our client's mission.

Job Duties:

• ServiceNow SAM Pro Management & Optimization:
  • Configure, maintain, and optimize all aspects of ServiceNow SAM Pro, including software models, entitlements, licenses, discovery maps, and software installations.
  • Provide support for license reconciliation, potential compliance gaps, and optimization requests.
  • Administer and manage software asset lifecycles within SAM Pro, from procurement and deployment to retirement and disposal.
  • Provide operational support for Publisher Packs (e.g. Microsoft, Oracle, IBM, Adobe) to ensure accurate calculation of complex license metrics.
  • Troubleshoot and refine SAM-related dashboards, reports, and metrics to provide actionable insights into license compliance, spend, and optimization opportunities.
  • Support software contract management, service catalog, procurement and other supporting processes within ServiceNow, linking contracts to entitlements and assets.
• Data Integration & Quality Assurance:
  • Provide support for and troubleshoot integrations (e.g., import sets, transform maps, APIs, integrations with discovery tools like SCCM, AD etc.) to ingest comprehensive software asset data into ServiceNow SAM Pro.
  • Follow and identify opportunities to improve data quality processes, including validation, cleansing, and normalization.
  • Troubleshoot and resolve data discrepancies and integration issues impacting SAM Pro.
• ServiceNow Platform Administration & Development:
  • Perform routine ServiceNow platform administration tasks including user/group management, ACLs, UI policies, business rules, client scripts, and workflow/Flow Designer configurations.
  • Manage and troubleshoot incidents and service requests related to SAM Pro functionality and data integrations.
  • Assist with ServiceNow platform upgrades, patching, and testing to ensure SAM Pro functionality is preserved and enhanced.
  • Develop and maintain technical documentation, standard operating procedures (SOPs), and user guides for SAM processes and configurations.
  • Adhere to ServiceNow best practices and ITIL framework principles.
• Stakeholder Collaboration & Strategic Support:
  • Collaborate effectively with IT Asset Management, Procurement, Finance, Application Owners, and other IT teams to support software asset management.
  • Provide expertise and guidance on software licensing models, SAM best practices, and the capabilities of ServiceNow SAM Pro.
  • Participate in requirements gathering, solution design, and testing phases for new SAM initiatives and platform enhancements.

Basic Qualifications:

• Minimum 10 years of experience to include the duties and responsibilities outlined above. Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience
• Minimum 3 years of experience with ServiceNow platform, including administration and development across multiple ServiceNow versions.
• Minimum 2 years of experience with ServiceNow Software Asset Management Professional (SAM Pro), including configuration, reconciliation, and optimization.
• Minimum 1 year of experience with data integration within ServiceNow (e.g., import sets, transform maps, scripting) and integrating with various discovery sources.
• Ability to obtain and maintain a Secret clearance

Preferred Qualifications:

• Bachelor's degree
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - Software Asset Management (CIS-SAM)
• Strong understanding of IT Asset Management (ITAM) processes and the software asset lifecycle.
• Familiarity with various software licensing models (e.g., per user, per processor, core-based, subscription, concurrent, cloud).
• Deep understanding of the ServiceNow CMDB and its critical relationship with SAM.
• Ability to troubleshoot technical issues within ServiceNow SAM Pro and integrations.
• Experience with scripting in ServiceNow for custom solutions and data manipulation.
• Experience with REST/SOAP integrations.
• Basic understanding of SQL and database concepts.