ServiceNow SAM Pro Developer

The ServiceNow SAM Pro Developer is responsible for designing, implementing, and supporting the Software Asset Management Professional (SAM Pro) module on the ServiceNow platform. This role focuses on ensuring license compliance, optimizing software spend, preparing vendor audits, and providing strategic insights through data-driven reporting. You will work closely with IT Finance, Procurement, ITAM, Legal, and vendor management teams to maintain an audit-ready, cost-optimized software asset inventory.

Key Responsibilities

Platform Implementation & Configuration

Own the full lifecycle implementation of SAM Pro from plugin activation, configuration, and dashboard customization to integration with CMDB, ITSM, Procurement, Finance, HR, and Discovery modules.

Configure and customize SAM Pro including software models, entitlements, installations, contracts, license positions, license metrics, and Publisher Packs (e.g., Microsoft, Oracle, Adobe, IBM, VMware, Salesforce).

Implement and maintain SAM Pro processes such as normalization, reconciliation, software reclamation, SaaS License Management, usage metering, and optimization dashboards to support compliance and cost-reduction goals.

License Compliance & Optimization

Manage software licenses, entitlements, and contracts to ensure compliance with vendor agreements. Conduct audits, run reconciliations, and identify cost-saving opportunities by eliminating underused or over-licensed software.

Configure reconciliation engines to produce accurate compliance positions for major vendors (Microsoft, Oracle, Adobe, VMware, Salesforce, etc.).

Translate complex licensing contracts (per-user, per-device, per-core, processor, named-user, concurrent, SaaS/subscription) into technical reconciliation rules and compliance logic.

Identify underutilized software and provide actionable data for license "harvesting," reclamation, and contract renewals.

Data Quality & Normalization

Implement and maintain normalization processes using ServiceNow Content Library and Publisher Packs to ensure high-quality, audit-ready software discovery data.

Troubleshoot software discovery data quality issues and resolve mismatches between discovered installations and normalized software models.

Lead the integration of SAM Pro with key data sources including Discovery, ITOM, Service Mapping, SCCM/MECM, Intune, Jamf, cloud portals, and other inventory tools to ensure accurate normalization, reconciliation, and validation of software asset records.

Vendor Audit Preparedness

Prepare for and respond to software publisher audits by maintaining proof-of-license documentation, usage evidence, and compliance positions in SAM Pro.

Ensure all entitlements, installations, and license positions are audit-ready with supporting documentation and evidence trails.

Technical Development

Develop and maintain technical components including Flow Designer flows/subflows, IntegrationHub actions, Business Rules, Script Includes, Client Scripts, UI Policies, and custom APIs to support complex licensing logic and SAM automation.

Ensure software installations correctly map to CMDB following CSDM standards. Maintain data quality across SAM Pro tables and related ITAM/ITSM modules.

Integrate SAM Pro with related processes: ITSM (Incident, Change, Request), CMDB/CSDM, Procurement, Finance, HR, and vendor management systems.

Reporting & Strategic Advisory

Create executive dashboards and detailed reports showing software consumption, compliance risk, optimization opportunities, cost savings, and license position trends.

Translate data into strategic insights for senior management to guide procurement decisions, renewals, migrations (on-prem to SaaS), and cost-saving measures.

Generate reports on software usage, compliance positions, and cost savings to inform strategic decision-making.

Documentation & Collaboration

Produce technical documentation (designs, configuration guides, runbooks, data flows, integration architectures) and provide knowledge transfer or mentoring to internal teams on SAM Pro and platform best practices.

Work closely with ITAM, procurement, vendor management, legal, finance, ITSM, and IT operations stakeholders across the software lifecycle.

Required Skills and Experience

ServiceNow Development Expertise: 3 5+ years of hands-on ServiceNow development experience with strong proficiency in JavaScript/GlideScript, Business Rules, Script Includes, Flow Designer, and platform customization.

SAM Pro Experience: At least 2 3 years of practical experience implementing and supporting ServiceNow SAM Pro with deep understanding of software models, entitlements, license positions, normalization, reconciliation, reclamation, SaaS License Management, and optimization.

Licensing Knowledge: Solid understanding of software licensing concepts (per-user, per-device, per-core, processor, named-user, concurrent, SaaS/subscription) and vendor audit/compliance practices for major publishers (Microsoft, Oracle, Adobe, VMware, Salesforce).

Integration Skills: Proven ability to integrate ServiceNow with external systems via REST/SOAP APIs, MID Server, and IntegrationHub spokes-especially Discovery, SCCM/MECM, Intune, Jamf, and inventory tools.

Platform Architecture: Familiarity with ServiceNow platform architecture and related applications: ITSM, CMDB/CSDM, ITOM Discovery, Service Mapping, Service Graph, and their relationships with ITAM/SAM data.

Analytical Skills: Strong analytical and problem-solving skills with the ability to translate complex licensing contracts into robust, upgrade-safe technical solutions. Detail-oriented mindset to ensure data accuracy.

Collaboration & Communication: Good communication and collaboration skills for working with ITAM, procurement, vendor management, legal, finance, and IT operations stakeholders.

Preferred Qualifications

Certifications:

ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist Software Asset Management Professional (CIS-SAM) ServiceNow Certified Implementation Specialist IT Asset Management (CIS-ITAM) and/or CIS-ITSM ITAM Background: Prior experience in IT Asset Management, Software Asset Management, or license management in a medium-to-large enterprise environment.

Process Improvement Mindset: Demonstrated ability to drive cost optimization and process improvement through data-driven insights.