Software ServiceNow Admin

CACI International

4d•Onsite

About The Position

CACI is seeking a skilled and dedicated Software ServiceNow Admin with a strong specialization in Software Asset Management (SAM Pro) supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program. This role is crucial for providing support related to the government optimizing their software footprint, ensuring license compliance, reducing costs, maintaining their software assets and enhancing the overall efficiency of the software asset lifecycle. The successful candidate will be responsible for responding to requests, addressing issues, performing maintenance and optimizing ServiceNow SAM Pro, and ensuring the integrity of our software asset data from various sources. The ideal candidate will possess a deep understanding of software licensing models, IT Asset Management best practices, and the technical expertise to maximize the value of the software asset management solution.

Requirements

Ability to obtain and maintain a Secret clearance
10+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).
3+ years of hands-on experience as a ServiceNow Administrator.
2+ years of dedicated, in-depth experience specifically with ServiceNow Software Asset Management Professional (SAM Pro), including configuration, reconciliation, and optimization.
Proven experience with data integration within ServiceNow (e.g., import sets, transform maps, scripting) and integrating with various discovery sources.
Strong understanding of IT Asset Management (ITAM) processes and the software asset lifecycle.
Familiarity with various software licensing models (e.g., per user, per processor, core-based, subscription, concurrent, cloud).
Proficiency in ServiceNow platform administration and development in various versions of ServiceNow.
Deep understanding of the ServiceNow CMDB and its critical relationship with SAM.
Ability to troubleshoot technical issues within ServiceNow SAM Pro and integrations.
Experience with scripting in ServiceNow for custom solutions and data manipulation.
Experience with REST/SOAP integrations.
Basic understanding of SQL and database concepts.

Nice To Haves

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist - Software Asset Management (CIS-SAM)

Responsibilities

Configure, maintain, and optimize all aspects of ServiceNow SAM Pro, including software models, entitlements, licenses, discovery maps, and software installations.
Provide support for license reconciliation, potential compliance gaps, and optimization requests.
Administer and manage software asset lifecycles within SAM Pro, from procurement and deployment to retirement and disposal.
Provide operational support for Publisher Packs (e.g. Microsoft, Oracle, IBM, Adobe) to ensure accurate calculation of complex license metrics.
Troubleshoot and refine SAM-related dashboards, reports, and metrics to provide actionable insights into license compliance, spend, and optimization opportunities.
Support software contract management, service catalog, procurement and other supporting processes within ServiceNow, linking contracts to entitlements and assets.
Provide support for and troubleshoot integrations (e.g., import sets, transform maps, APIs, integrations with discovery tools like SCCM, AD etc.) to ingest comprehensive software asset data into ServiceNow SAM Pro.
Follow and identify opportunities to improve data quality processes, including validation, cleansing, and normalization.
Troubleshoot and resolve data discrepancies and integration issues impacting SAM Pro.
Perform routine ServiceNow platform administration tasks including user/group management, ACLs, UI policies, business rules, client scripts, and workflow/Flow Designer configurations.
Manage and troubleshoot incidents and service requests related to SAM Pro functionality and data integrations.
Assist with ServiceNow platform upgrades, patching, and testing to ensure SAM Pro functionality is preserved and enhanced.
Develop and maintain technical documentation, standard operating procedures (SOPs), and user guides for SAM processes and configurations.
Adhere to ServiceNow best practices and ITIL framework principles.
Collaborate effectively with IT Asset Management, Procurement, Finance, Application Owners, and other IT teams to support software asset management.
Provide expertise and guidance on software licensing models, SAM best practices, and the capabilities of ServiceNow SAM Pro.
Participate in requirements gathering, solution design, and testing phases for new SAM initiatives and platform enhancements.