ServiceNow Functional Lead
About The Position
iTech AG is seeking a HAM/SAM/ITOM Functional Lead to own, drive, and mature our IT Asset Management and IT Operations Management capabilities, on the ServiceNow platform (HAM, SAM, ITOM). This person will act as the bridge between the business, IT operations, and technical platform teams by defining requirements, writing user stories, and ensuring solutions are designed and implemented to deliver measurable value (compliance, cost savings, risk reduction, operational resilience). You will be the functional owner for Hardware Asset Management, Software Asset Management, and ITOM processes, standards, and best practices.
Requirements
- Minimum of 4-7 years of experience in IT Service Management / IT Asset Management / IT Operations Management.
- Strong hands-on functional experience with ServiceNow, specifically in: Hardware Asset Management (HAM) Software Asset Management (SAM) IT Operations Management (ITOM: Discovery, Service Mapping, Event Management, etc.)
- Proven experience designing and implementing processes across HAM/SAM/ITOM in a mid-to-large enterprise
- Solid understanding of: ITIL / ITSM principles CMDB design and data models Asset lifecycle, license models, and operational monitoring concepts.
- Demonstrated ability to work as a functional lead / product owner, managing backlogs and priorities.
- Strong analytical skills with the ability to interpret data and convert it into actionable insights.
- Excellent communication and stakeholder management skills; comfortable working with technical and non-technical audiences.
- Bachelor’s degree or higher
- Must be able to obtain and maintain a Public Trust.
- Pursuant to a government contract, U.S. Citizenship is required.
Nice To Haves
- ServiceNow CIS in HAM/SAM/ITOM
- Experience with multi-vendor environments (on-prem, cloud, SaaS) and hybrid infrastructure.
- Prior involvement in large-scale ServiceNow implementations or migrations.
- Experience working closely with Finance, Procurement, and Security teams on cost optimization and risk/compliance initiatives.
- Background in governance and policy design related to IT assets and operations.
Responsibilities
- Define and assist in the creation of the overall strategy and roadmap for HAM, SAM, and ITOM capabilities.
- Translate business objectives (cost optimization, compliance, risk control, service reliability) into clear functional requirements and user stories.
- Act as the primary point of contact for stakeholders for all HAM/SAM/ITOM topics.
- Establish and maintain governance, policies, and standards for asset and operations management.
- Define and optimize end-to-end hardware lifecycle processes.
- Ensure data quality and integrity across CMDB and Asset records, including reconciliation and normalization rules.
- Define controls to ensure compliance with hardware security and lifecycle policies.
- Define and maintain software asset lifecycle processes
- Enable optimization of software spending, including identification of unused/underused licenses and opportunities for consolidation.
- Oversee implementation and ongoing tuning of license models, discovery sources, and reconciliation logic.
- Define functional requirements for discovery, event management, service mapping, and monitoring integration.
- Collaborate with infrastructure, network, and application teams to maintain accurate service maps and CI relationships.
- Ensure ITOM processes support resiliency, incident/problem management, and change management needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
