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Key Responsibilities
1. End-to-End Software Request Operations
• Own and process software requests (SR/SCTASK/Incident Task) in ServiceNow from intake to closure.
• Validate request details including:
o User profile, location, and AD group membership
o Business justification and approval (especially for engineering tools)
o Territory or licensing restrictions
• Perform license provisioning / de-provisioning using AD groups, Snow, and deployment tools.
• Redirect users to SCCM Software Center where applications are already deployed to avoid duplicate provisioning.
• Maintain SLA compliance (response, resolution, updates) and ensure timely communication via ticket comments,
email, and chat.
2. Software Classification & Decision Handling
• Evaluate and classify requests into:
o Existing Version vs New Version
o In-Portfolio vs Not-In-Portfolio applications
• Validate against ServiceNow Software Models, SAM comments, and deployment notes.
• Handle scenarios such as:
o Application/version not listed in catalogue
o Requests requiring latest version download from vendor portals
• Take clear action based on scenario:
o Allocate license (if available)
o Route for procurement (if not available)
o Initiate software onboarding / model update (if new)
3. License Validation, Harvesting & Data Analysis
• Perform license availability checks across:
o Snow License Manager
o Contract registers / entitlement records
o SAM inbox / historical tickets
• Support license reconciliation by validating entitlements vs usage data.
• Identify unused or underutilized licenses and initiate harvesting actions.
• Interpret usage and allocation data to support:
o License optimization
o Renewal validation
o Compliance reporting
• Generate or support reports (Excel / ServiceNow / Snow) on license consumption and compliance status.
4. Procurement & Vendor Coordination (Operational Level)
• Identify when license purchase is required and capture:
o Cost codes
o Business justification
• Support PR/PO workflow coordination with procurement teams.
• Engage with vendors or users for:
o License keys / entitlement details
o Software media or download links
• Update Snow and ServiceNow records post procurement.
5. Software Packaging & SCCM Coordination
• Raise and manage software packaging requests with SCCM/endpoint teams.
• Provide complete technical inputs:
o Installation guides (silent install / prerequisites if available)
o Software binaries / media paths
o AD group requirements for access control
• Track packaging and deployment status and ensure successful delivery to end users.
6. ServiceNow CMDB, Software Models & Data Governance
• Create, update, and maintain Software Models in ServiceNow including:
o Version details
o Licensing type
o Deployment notes
• Update Business Services and Application Services in CMDB with accurate relationships.
• Ensure alignment between:
o SNOW discovery data
o SCCM deployment data
o ServiceNow CMDB records
• Maintain high data quality standards and resolve data inconsistencies.
7. Ticket Governance, Escalation & Operational Control
• Monitor backlog and aged tickets; take proactive action to meet SLA targets.
• Handle escalated tickets with ownership, providing clear updates and resolution timelines.
• Perform basic Root Cause Analysis (RCA) for recurring issues (e.g., wrong requests, license gaps).
• Coordinate with Service Desk, Infra, SCCM, and application teams to ensure end-to-end closure.
• Represent SAM in operational calls and provide updates on:
o Backlog
o Aged tickets
o Escalations
8. Audit Readiness & Compliance Operations
• Support audit readiness by maintaining:
o Accurate entitlement records
o License allocation data
o Supporting documentation
• Assist in preparing audit evidence (usage reports, license positions, allocation data).
• Ensure all activities comply with SAM governance policies and licensing agreements.
9. Documentation & Continuous Improvement
• Maintain detailed work notes and documentation for all tickets and actions.
• Follow defined SOPs, checklists, and governance controls.
• Identify process gaps (e.g., incorrect requests, missing models, delays) and recommend improvements.
Required Skills & Qualifications
• 6–10 years of experience in Software Asset Management (SAM), ITAM, or IT operations.
• Strong hands-on experience with:
o ServiceNow (Software Requests, Software Models, CMDB)
o Snow License Manager (or similar SAM tools)
• Good understanding of licensing models:
o Subscription vs Perpetual
o Named User vs Concurrent/Floating
o SaaS vs On-premise
• Experience handling:
o Engineering tools (Bentley, Bluebeam, AVEVA, AutoCAD, ANSYS)
o Business applications (Microsoft 365, Copilot, Power BI, Adobe)
• Working knowledge of:
o Active Directory (AD groups, access control)
o SCCM / endpoint deployment tools
• Experience in:
o License reconciliation
o Audit support
o Harvesting / optimization
• Ability to analyse license data and generate basic operational reports (Excel or tool-based).
• Strong coordination, communication, and stakeholder management skills.
• Detail-oriented with strong analytical and problem-solving ability.
Preferred Skills
• Experience in engineering license models (node-locked, network/floating licenses).
• Familiarity with software packaging concepts (install, deployment dependencies).
• Experience working in global, SLA-driven environments.
Job Description
Key Responsibilities
1. End-to-End Software Request Operations
• Own and process software requests (SR/SCTASK/Incident Task) in ServiceNow from intake to closure.
• Validate request details including:
o User profile, location, and AD group membership
o Business justification and approval (especially for engineering tools)
o Territory or licensing restrictions
• Perform license provisioning / de-provisioning using AD groups, Snow, and deployment tools.
• Redirect users to SCCM Software Center where applications are already deployed to avoid duplicate provisioning.
• Maintain SLA compliance (response, resolution, updates) and ensure timely communication via ticket comments,
email, and chat.
2. Software Classification & Decision Handling
• Evaluate and classify requests into:
o Existing Version vs New Version
o In-Portfolio vs Not-In-Portfolio applications
• Validate against ServiceNow Software Models, SAM comments, and deployment notes.
• Handle scenarios such as:
o Application/version not listed in catalogue
o Requests requiring latest version download from vendor portals
• Take clear action based on scenario:
o Allocate license (if available)
o Route for procurement (if not available)
o Initiate software onboarding / model update (if new)
3. License Validation, Harvesting & Data Analysis
• Perform license availability checks across:
o Snow License Manager
o Contract registers / entitlement records
o SAM inbox / historical tickets
• Support license reconciliation by validating entitlements vs usage data.
• Identify unused or underutilized licenses and initiate harvesting actions.
• Interpret usage and allocation data to support:
o License optimization
o Renewal validation
o Compliance reporting
• Generate or support reports (Excel / ServiceNow / Snow) on license consumption and compliance status.
4. Procurement & Vendor Coordination (Operational Level)
• Identify when license purchase is required and capture:
o Cost codes
o Business justification
• Support PR/PO workflow coordination with procurement teams.
• Engage with vendors or users for:
o License keys / entitlement details
o Software media or download links
• Update Snow and ServiceNow records post procurement.
5. Software Packaging & SCCM Coordination
• Raise and manage software packaging requests with SCCM/endpoint teams.
• Provide complete technical inputs:
o Installation guides (silent install / prerequisites if available)
o Software binaries / media paths
o AD group requirements for access control
• Track packaging and deployment status and ensure successful delivery to end users.
6. ServiceNow CMDB, Software Models & Data Governance
• Create, update, and maintain Software Models in ServiceNow including:
o Version details
o Licensing type
o Deployment notes
• Update Business Services and Application Services in CMDB with accurate relationships.
• Ensure alignment between:
o SNOW discovery data
o SCCM deployment data
o ServiceNow CMDB records
• Maintain high data quality standards and resolve data inconsistencies.
7. Ticket Governance, Escalation & Operational Control
• Monitor backlog and aged tickets; take proactive action to meet SLA targets.
• Handle escalated tickets with ownership, providing clear updates and resolution timelines.
• Perform basic Root Cause Analysis (RCA) for recurring issues (e.g., wrong requests, license gaps).
• Coordinate with Service Desk, Infra, SCCM, and application teams to ensure end-to-end closure.
• Represent SAM in operational calls and provide updates on:
o Backlog
o Aged tickets
o Escalations
8. Audit Readiness & Compliance Operations
• Support audit readiness by maintaining:
o Accurate entitlement records
o License allocation data
o Supporting documentation
• Assist in preparing audit evidence (usage reports, license positions, allocation data).
• Ensure all activities comply with SAM governance policies and licensing agreements.
9. Documentation & Continuous Improvement
• Maintain detailed work notes and documentation for all tickets and actions.
• Follow defined SOPs, checklists, and governance controls.
• Identify process gaps (e.g., incorrect requests, missing models, delays) and recommend improvements.
Required Skills & Qualifications
• 6–10 years of experience in Software Asset Management (SAM), ITAM, or IT operations.
• Strong hands-on experience with:
o ServiceNow (Software Requests, Software Models, CMDB)
o Snow License Manager (or similar SAM tools)
• Good understanding of licensing models:
o Subscription vs Perpetual
o Named User vs Concurrent/Floating
o SaaS vs On-premise
• Experience handling:
o Engineering tools (Bentley, Bluebeam, AVEVA, AutoCAD, ANSYS)
o Business applications (Microsoft 365, Copilot, Power BI, Adobe)
• Working knowledge of:
o Active Directory (AD groups, access control)
o SCCM / endpoint deployment tools
• Experience in:
o License reconciliation
o Audit support
o Harvesting / optimization
• Ability to analyse license data and generate basic operational reports (Excel or tool-based).
• Strong coordination, communication, and stakeholder management skills.
• Detail-oriented with strong analytical and problem-solving ability.
Preferred Skills
• Experience in engineering license models (node-locked, network/floating licenses).
• Familiarity with software packaging concepts (install, deployment dependencies).
• Experience working in global, SLA-driven environments.