ServiceNow Software Asset Management (SAM) Administrator SME

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). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. 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, optimization of software spend, and alignment with enterprise IT Asset Management (ITAM) and IT Service Management (ITSM) best practices. They directly support the optimization, implementation, and compliance alignment of SAM modules in ServiceNow SAM Pro Plus in alignment with CMS' strategic initiative to streamline asset management, achieve compliance, and optimize IT costs. This role supports the agency’s mission by leveraging advanced ITAM processes to ensure accurate asset tracking, operational transparency, and regulatory adherence. This individual specializes in publisher-specific toolsets, drives license optimization through tailored workflows, and contributes to enterprise ITAM operations to ensure regulatory compliance success at CMS.

HOW YOU WILL MAKE AN IMPACT:

• Guide the implementation, configuration, and maintenance of SAM, ensuring accurate software discovery, license reconciliation, and cost optimization
• Acts 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

WHAT YOU’LL NEED TO SUCCEED:

• Education: 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

• Required 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

• Required Technical Skills:
  • 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

• Attributes for Success: Strong leadership; Strategic thinking with strong attention to detail; Strong communication and stakeholder management skills; Ability to translate technical data into business value

• Preferred Skills:
  • Certified Implementation Specialist – Software Asset Management (CIS-SAM) certification
  • Certified Software Asset Management (CSAM) certification or equivalent
  • Certified Hardware Asset Management Professional (CHAMP) certification or equivalent
  • ITIL preferred
  • Experience with major vendor licensing (Microsoft, Oracle, IBM, SAP)
  • Familiarity with cloud and SaaS asset management
  • Experience with Agile/DevOps environments
• Location: Remote 100%
• Clearance: Requires ability to pass CMS background check and meet the residency requirement for having resided in the US at least (3) three out of the last (5) five years.
• Work visa sponsorship will not be considered for this role

GDIT IS YOUR PLACE:
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full-flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military-friendly workplace

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