ServiceNow ITAM Technical Lead - HAM/SAM

ServiceNow ITAM,HAM,SAM ExpertiseTechnical Design & DeliveryCustomer & 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.