ServiceNow Business Analyst SAM

Job Description — ServiceNow Business Analyst (SAM)

(Software Asset Management)

Role Overview

We are seeking an experienced ServiceNow Business Analyst – SAM to drive requirements, implementation, and optimization of Software Asset Management solutions on the ServiceNow platform. The role involves working closely with stakeholders, translating business needs into technical requirements, and supporting SAM lifecycle management, compliance, and cost optimization initiatives.

Key Responsibilities

✅ Business Analysis & Requirements

• Gather, analyze, and document business requirements for ServiceNow SAM solutions.
• Conduct stakeholder workshops and requirement discovery sessions.
• Create functional specifications, user stories, BRDs, and process flows.
• Translate business needs into ServiceNow platform capabilities.
  
  

• Support implementation of ServiceNow Software Asset Management (SAM Pro/SAM).
• Configure and optimize software lifecycle processes (request → procurement → deployment → retirement).
• Support software license management, normalization, and reconciliation.
• Assist in integration with discovery tools and CMDB.
  
  

• Analyze existing IT asset management processes and recommend improvements.
• Ensure software compliance and audit readiness.
• Drive license optimization and cost-saving initiatives.
• Define KPIs, dashboards, and reporting metrics.
  
  

• Work with IT, procurement, compliance, and business teams.
• Coordinate with ServiceNow developers and architects.
• Provide user training and documentation.
  
  

• Support UAT planning and execution.
• Validate configurations and enhancements.
• Assist in production deployment and post-implementation support.
  
  

• 5+ years of experience as Business Analyst / ITSM / Asset Management role.
• Strong experience with ServiceNow platform.
• Hands-on experience with ServiceNow Software Asset Management (SAM / SAM Pro).
• Knowledge of software licensing models (Microsoft, Oracle, Adobe, etc.).
• Experience with CMDB, Discovery, and IT Asset Management processes.
• Understanding of ITIL framework.
• Strong documentation, communication, and stakeholder management skills.
  
  

• ServiceNow Certified System Administrator (CSA).
• ServiceNow SAM Professional certification.
• Experience in IT Asset Management / ITSM implementation projects.
• Knowledge of integrations, workflows, and reporting.
  
  

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).