Associate Manager Infrastructure Services

Overview

Associate Manager, Infrastructure Services role administering and maintaining the ServiceNow SAM Pro application, supporting integrations, reconciliation and platform change activities.

What you'll do

• Administer, configure and maintain the ServiceNow SAM Pro application.
• Manage SAM Pro configurations supporting business and operational requirements.
• Maintain software models and support normalization-related technical activities.
• Manage and deploy SAM Pro publisher/content packs.
• Monitor SAM Pro scheduled jobs and troubleshoot failures.
• Administer users, roles, groups and application access.
• Maintain SAM Pro workflows, business rules and scripts where required.
• Develop and maintain SAM reports and dashboards.
• Monitor overall SAM Pro application health and resolve technical issues.
• Monitor and troubleshoot integrations and SAM data feeds.
• Support discovery-source troubleshooting affecting software inventory.
• Troubleshoot data import and integration failures.
• Support APIs and connectors used by the SAM ecosystem.
• Work with the appropriate platform/infrastructure teams on MID Server-related dependencies.
• Investigate data-flow issues between discovery/inventory sources and SAM Pro.
• Partner with SAM Operations to investigate technical issues affecting reconciliation and ELP results.
• Troubleshoot software installation, discovery, normalization and model-related data issues.
• Support inventory and entitlement data-quality remediation.
• Support technical execution for bulk data imports and corrections.
• Identify technical root causes for discrepancies impacting SAM reporting and reconciliation.
• Support SAM Pro upgrade planning and testing.
• Perform impact analysis and regression/UAT support for SAM Pro changes.
• Coordinate deployment of approved technical changes.
• Support publisher-pack upgrades.
• Troubleshoot production defects following releases.
• Ensure production changes follow established change-management and segregation-of-duties controls.

What you'll need

• 8-12+ years of professional experience in a SAM Pro Administration role.
• Hands-on SAM Pro administration: must have configured/administered SAM Pro, not simply worked as a SAM analyst using the platform.
• Configuration experience demonstrating actual SAM Pro configuration, scheduled-job, integration, access, reporting and upgrade experience.
• SAM functional understanding of entitlements, installations, reconciliation, ELP and compliance sufficient to understand the business impact of platform/data issues.
• Bachelor of Arts/Science or equivalent degree in computer science or related area of study.
• Fluent in English, both verbally and written.
• 8-12 years overall IT / ServiceNow experience.
• Strong hands-on experience administering ServiceNow SAM Pro.
• Strong understanding of SAM Pro architecture and configuration.
• Understanding of software models and normalization.
• Understanding of discovery and software installation data.
• Understanding of entitlements and reconciliation.
• Experience with scheduled jobs, data imports, integrations and APIs.
• Experience with reports and dashboards.
• User/role/access administration experience.
• Experience troubleshooting ServiceNow/SAM Pro production issues.
• Understanding of CMDB and Discovery concepts.
• Ability to analyze technical SAM Pro issues independently.
• Good understanding of Software Asset Management processes.
• Strong troubleshooting, documentation and stakeholder-management skills.

Nice to have

• ServiceNow Certified System Administrator (CSA).
• ServiceNow SAM-related certification/accreditation.
• ServiceNow Discovery / CMDB knowledge.
• IntegrationHub/API/integration experience.
• ITIL Foundation.
• Exposure to enterprise inventory sources such as SCCM, Intune, ServiceNow Discovery and Tanium.
• Knowledge of major software publishers such as Microsoft, Oracle, IBM, SAP, VMware/Broadcom and Adobe.

Details

• Location: Chennai, Tamil Nadu, India.
• Work model prioritizes in-person collaboration with flexibility for wellbeing, productivity and life circumstances.