ServiceNow Software Asset Management (SAM) Product/Program Manager

General Dynamics Information Technology•USA VA Home Office (VAHOME), VA

1d•Remote

About The Position

Seize your opportunity to make a personal impact as a ServiceNow SAM Product/Program Manager 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. As a ServiceNow SAM Product/Program Manager is responsible for the strategy, roadmap, and delivery of Software Asset Management capabilities on the ServiceNow platform. This role drives business value by partnering closely with stakeholders to effectively manage the successful planning and completion of contract objectives, tasks, and the supervision of program team members, perform PMO activities. Additionally, as Product Manager, you will work closely with IT Asset Management (ITAM), engineering teams, and business stakeholders to deliver scalable, compliant, and data-driven SAM solutions using ServiceNow best practices, including configuration over customization and alignment with the Common Service Data Model (CSDM). 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 IT Asset Management (ITAM) processes to ensure accurate asset tracking, operational transparency, and regulatory adherence. This individual mentors team members, collaborates across CMS departments and vendors, and establishes an effective process for value delivery and timely ROI.

Requirements

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
5 + years of IT project management experience, with 2 years in SAM or ITAM projects
Experience as a Technical Program Manager with direct oversight of labor, materials, financials, and IT system/platform
Understanding of SAM/ITAM principles and their integration into enterprise infrastructure
Demonstrated success in implementing SAM/ITAM initiatives across enterprise environments
Certified Project Management Professional or equivalent
Experience in project management tools (e.g., MS Project, PPM, Agile 2.0, Jira, Confluence)
Experience with CI/CD pipelines and DevOps concepts
Advanced stakeholder management and communication skills, including conflict resolution
Expertise in risk management and development of mitigation strategies
Proactive leadership in process improvement and automation

Nice To Haves

8 + years of IT project management experience
Certified Software Asset Management (CSAM) certification or equivalent
Certified Hardware Asset Management Professional (CHAMP) certification or equivalent
Experience with automation and integration across IT management platforms, including ServiceNow Pro Plus AI Agents
Experience with COTS Product lifecycle management, procurement workflows, contract management, and vendor coordination
Experience working on complex, large-scale IT programs or enterprise-grade data centers

Responsibilities

Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
Track financial forecasts, lifecycle costs, and budgetary alignment across SAM initiatives
Performs financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
Establish and maintain a documented set of disciplined, mature, and continuously improving processes for administering all contractual efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness, resource management, and consistently high-quality delivery
Coordinate across CMS stakeholders, procurement teams, technical groups (Infrastructure, Security, Hosting, DBA)
Develop, deliver and maintain and ensure compliance with the Project Management Plan and backlogs
Provide the government with monthly and quarterly status reports on the activities and milestones completed and deliverables submitted for each task for the past month
Ensure alignment of program deliverables to program outcomes for operational efficiency
Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
Coach SAM team members to foster skill development and alignment with CMS standards
Define and communicate the product vision for ServiceNow SAM, aligned with enterprise IT and financial objectives
Develop and maintain a roadmap covering key capabilities such as license compliance, SaaS management, and software optimization.
Own and prioritize the SAM product backlog based on business value, risk, and stakeholder needs.
Translate business requirements into clear user stories with acceptance criteria.
Balance new feature delivery with technical debt reduction and platform sustainability.
Align SAM implementation with the Common Service Data Model (CSDM) and CMDB standards.
Partner with ITAM, Procurement, Finance, Security, and IT Operations to gather requirements and define priorities.
Act as the primary point of contact for SAM product-related decisions.
Communicate roadmap updates, releases, and value delivered to stakeholders.
Ensure a Continual Service Improvement mechanism in-place for SAM
Participate in sprint planning, backlog refinement, and product reviews
Collaborate closely with developers, architects, and QA teams to ensure high-quality delivery.
Collaborate with Enterprise IT Asset Management, Hosting, Security, DBA, Operations, and Technical teams to implement asset management practices, processes, and procedures
Deliver SAM application status overviews, asset compliance updates, and optimization recommendations to stakeholders
Interface with vendors for license renewals, contracts, and hardware/software lifecycle updates
Ensure adherence to governance and compliance standards throughout project phases
Oversee team activities and track progress against project timelines and deliverables
Define and monitor SAM KPIs
Deliver dashboards and reporting for operational and executive insights.
Drive adoption of advanced SAM features (e.g., SaaS License Management, publisher packs).
Continuously evaluate platform usage and recommend enhancements.
Support vendor audit readiness (e.g., Microsoft, Oracle, Adobe).
Identify and mitigate compliance risks through proactive monitoring.
Ensure adherence to internal governance and regulatory requirements.
Track Key Performance Indicators (KPIs) and maintain dashboards to measure team performance and operational success