ServiceNow ITAM, HAM, SAM Expertise Technical Design & Delivery Customer & Team Leadership
KEY RESPONSIBILITIES •
Lead design: Translate requirements into solution design documents, user stories, and build specifications for HAM/SAM; own and defend design decisions in front of customer architects.•
Workshops: Support and co-facilitate requirement and design workshops alongside the onsite counterpart; independently run technical deep-dive sessions where required.•
Lead delivery: Drive the build across sprints — configuration, scripting, flows, integrations, and unit/system testing; manage update set / application repository migration and release hygiene.•
Customer engagement: Lead design walkthroughs, sprint playbacks, defect triage, and technical status discussions with customer stakeholders; provide estimates, flag risks early, and manage dependencies.•
HAM scope: Full asset lifecycle (request receive deploy maintain retire/dispose), stockroom and inventory management, transfer orders, procurement integration, asset–CI reconciliation, refresh and audit processes, Asset Workspace and mobile capabilities.•
SAM scope: Software discovery and normalization, entitlement/license import, reconciliation and compliance positions, publisher packs (e.g., Microsoft, Oracle, Adobe), software model management, and remediation workflows.•
Build on the existing footprint: Leverage the customer's live CMDB/ITOM investment — Discovery data quality, CSDM alignment, Identification & Reconciliation (IRE), and integration with endpoint/discovery sources (e.g., SCCM/MECM, Intune, JAMF) — without degrading existing data quality.•
Team leadership: Set development standards, review the work of supporting developers, and coordinate across onsite/offshore team members.
REQUIRED EXPERIENCE & SKILLS •
8+ years of hands-on ServiceNow platform experience, with
3+ years focused on ITAM (HAM/SAM) . Minimum two full-cycle HAM and/or SAM Pro implementations delivered end-to-end (design through hypercare). Candidates must be able to walk through these engagements in detail — scope, architecture, key design decisions, integration landscape, and lessons learned.
- Strong platform architecture and development depth: scoped applications, Flow Designer, IntegrationHub, REST/SOAP integrations, ACL/security model, performance considerations, and instance hygiene.
- CMDB/ITOM working knowledge: CSDM, Discovery data flows, and reconciliation — able to design HAM/SAM on top of a mature, live CMDB.
- Proven ability to lead independently: facilitate workshops, defend design positions, and manage customer technical stakeholders with minimal supervision.
- Strong verbal and written English, comfortable presenting to customer architects and program leadership.
CERTIFICATIONS
- Required: ServiceNow CSA; CIS–HAM and CIS–SAM (at least one; both strongly preferred).
- Preferred: CAD (Certified Application Developer), CIS–Discovery or CIS–ITSM; certifications current on recent platform releases.
NICE TO HAVE
- Experience delivering ITAM in financial services or public sector environments (audit/regulatory-driven SAM, vendor audits, true-ups).
- Exposure to SaaS License Management / license optimization initiatives.
- Familiarity with procurement/ERP integration patterns for asset intake.
- App Engine / custom scoped application delivery experience.
CANDIDATE ASSESSMENT
Shortlisted candidates will undergo a scenario-based technical assessment and should expect to:
1. Present a prior HAM/SAM implementation — architecture, design decisions, integration landscape, and outcomes.
2. Respond to live design scenarios — e.g., asset–CI reconciliation conflicts, license position discrepancies, normalization gaps.
3. Demonstrate hands-on familiarity with SAM Pro reconciliation and HAM lifecycle configuration in a guided technical discussion.
Only candidates who can independently articulate and defend design decisions at this stage will be progressed.
