Software Asset Manager (CEC) - Technology Asset Management

Marriott International•Bethesda, MD

54d

About The Position

The Software Asset Manager - CEC Operations plays a critical role within the Technology Asset Management (ITAM) function, with accountability for managing the full software lifecycle across Customer Engagement Centers (CECs). This includes ensuring licensing compliance, usage tracking, entitlement management, software onboarding/offboarding support, and optimization of software investments across the CEC footprint. Operating in close collaboration with Hardware Asset Management (HAM) managers, ServiceNow platform teams, Procurement, IT Security, and product owners, this role will help ensure that all software used across CEC operations is approved, compliant, cost-efficient, and governed in alignment with corporate ITAM standards. This role will provide strategic guidance while enabling non-ITAM technicians to execute day-to-day tasks such as device verification, software install tracking, and entitlement validation.

Requirements

Bachelor's degree in information technology, Business Administration, or a related field - or equivalent combination of education and work experience.
Minimum of 5 years of experience in Software Asset Management, IT Procurement, Software Licensing, or related roles within a large enterprise or distributed IT environment.
Demonstrated experience with software licensing models (user-based, device-based, SaaS, concurrent, subscription, perpetual, etc.).
Hands-on experience with ServiceNow SAM Pro or similar enterprise-grade Software Asset Management platforms.
Proven ability to interpret and enforce license agreements, entitlements, and software usage rights in compliance with vendor and internal policy.
Strong familiarity with CMDB data structures, inventory alignment practices, and license reconciliation processes.
Experience supporting hybrid workforces, including oversight of remote users and third-party/partner agents.
Excellent analytical skills, with an ability to derive insights from complex license usage and entitlement data.
Strong communication and stakeholder engagement skills across technical, business, and vendor audiences.

Nice To Haves

Industry certifications such as: Certified Software Asset Manager (CSAM) or Certified IT Asset Manager (CITAM)
ITIL Foundation or Intermediate
Experience with software audit readiness, including preparation for publisher reviews or third-party audits.
Familiarity with FinOps principles and cloud/SaaS license optimization strategies.
Exposure to managing call center software suites (e.g., workforce management, call routing, analytics, CRM tools).
Experience designing or optimizing software request and provisioning workflows in ServiceNow or similar platforms.
CMDB Integration & Data Hygiene
Remote Team Enablement & Communication

Responsibilities

Oversee the full lifecycle of software assets across CECs, including discovery, request validation, procurement alignment, deployment tracking, usage monitoring, true-up preparation, and retirement.
Maintain governance over all software titles used by onsite, remote, and partner company agents within the call center environment.
Partner with HAM Managers to ensure that new hire kits and redeployed laptops include only approved and licensed software packages.
Lead software offboarding processes for departing users, ensuring license recovery and appropriate uninstall actions.
Configure and manage software entitlements, allocations, and license models within ServiceNow SAM Pro or equivalent platforms.
Track license usage and validate alignment with entitlements across various user types (onsite, remote, partner).
Identify unauthorized or unapproved software installs via periodic reviews and take corrective actions in coordination with Desktop Engineering or Security.
Support internal audits and true-up activities by ensuring that data in SAM Pro reflects actual usage and contractual terms.
Reconcile discovered software inventory against entitlement data and procurement records.
Regularly review and update key metadata fields (user, department, location, status, assignment) to maintain CMDB accuracy.
Generate periodic reports for compliance status, optimization opportunities, license consumption, and risk exposure.
Partner with Finance, Procurement, and Product Owners to support cost forecasting and budget alignment.
Define and maintain standardized software request and fulfillment workflows in coordination with ServiceNow support teams.
Contribute to the refinement of the Software Acquisition, Renewal, and End-of-Life (SEOL) standards as they apply to the CEC environment.
Promote best practices in license governance, software rationalization, and asset lifecycle alignment.
Provide training, documentation, and remote coaching to onsite call center technicians on how to handle basic software asset tasks (e.g., validation, checklist audits, usage spot checks).
Serve as escalation point for software-related questions or exceptions encountered during onboarding, software requests, or compliance checks.
Coordinate with TWP Product Owners to validate product usage trends and decommission obsolete titles.