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Software Asset Management Expert

hace 7 días

San José, San José, Costa Rica Splunk A tiempo completo

Role Description:
The Configuration and Asset Management Specialist will play a vital role in our Global Service Management organization, focusing on implementing the Software Asset Management module in ServiceNow and driving best practice in everything we do.

Key Accountabilities:

  • Implement the Software Asset Management module in ServiceNow, ensuring seamless integration with existing ITSM processes.
  • Develop and maintain technical relationships with 3rd party vendors, managing SAM Module and Data Management.
  • Lead data analysis for audit responses, articulating actions for risk mitigation, and sharing audit results.
  • Build and maintain trust with managed service providers, resellers, and internal business units, including IT infrastructure, procurement, legal and Finance.
  • Stay up-to-date with technology concepts related to software licensing, including SaaS, Cloud, Hardware platform, workstation and server etc.
  • Convert software deployment and entitlement data into meaningful information for business units and other stakeholders, supporting rationalization, consolidation, procurement decisions, true-up preparation, budget forecasting and license utilization / reclamation.
  • Collaborate with vendor management, sourcing, data center groups to understand business strategy and requirements.
  • Contribute to our ongoing ITSM Maturation program, owning the Software Asset Management implementation.
  • Utilize ServiceNow's Performance Analytics capabilities to provide real-time dashboards based on defined measures, metrics and Key Performance Indicators for Leadership and support teams.
  • Ensure ITSM policies are reflected in the way the platform is configured.
  • Support the ITSM Team in developing, building, testing, deploying and updating items and workflows within the Service Catalog and corresponding items in the Self-Service Portal.
  • Document processes, policies, templates etc. for Runbooks, Support Manuals (SOPs), Incident Checklists etc.
  • Mature our knowledge-centered support model by working with the Global Service Desk and Resolver teams to populate the Knowledge Management database.
  • Communicate effectively with stakeholders to roll out / promote new processes, new features being released, enhancements, upgrades, upcoming outages and planned maintenance, etc.
  • Coordinate demand for new features with the ServiceNow Team, assist in prioritizing and scheduling enhancements and fixes.
  • Perform other duties as assigned