- Implements, configures, and maintains the ServiceNow HAM Pro and SAM Pro applications — including hardware and software asset lifecycle workflows, model normalization, and license reconciliation — to support university-wide IT asset management.
- Designs and builds integrations between ServiceNow ITAM modules and external data sources (procurement systems, discovery tools, vendor feeds) to automate asset data ingestion and lifecycle tracking, and develops reporting, dashboards, and audit processes to monitor license compliance, asset data accuracy, and overall SAM/HAM program health.
- Performs ServiceNow system administration and daily operations support for IT Service Management — including user, group, and role administration; incident and request fulfillment support; and minor configuration changes — partnering with the Catalog Manager and the Service Management Team.
- Partners with the SACM Architect to align CMDB configuration data, asset records, and reconciliation processes, ensuring data integrity across the Common Service Data Model (CSDM).
- Documents technical configurations and workflows and serves as a subject matter expert on SAM/HAM implementation strategy, providing guidance and mentorship to team members.
Knowledge, Skills, & Abilities
- Ability to work on strategic, complex ITAM challenges requiring evaluation, interpretation, and development of new approaches or techniques.
- Extensive knowledge of Software and Hardware Asset Management principles, ITIL 4 practices, and full asset lifecycle management.
- Strong technical mastery of ServiceNow ITAM (SAM Pro, HAM Pro), CMDB, and related asset/configuration data structures.
- Ability to communicate with management, leadership, and stakeholders across the institution.
- Working knowledge of core ServiceNow ITSM modules (Incident, Request, Problem, Change) and general platform administration, including catalog, knowledge, user, group, and role management.
- Ability to work independently on established initiatives.
- Ability to translate complex asset and licensing data into actionable insights for both technical and non-technical stakeholders.
- Ability to influence policies, standards, and processes within and outside the immediate job function.
- Ability to troubleshoot and debug application and integration issues across ITAM and CMDB modules.
- Ability to work productively in a remote or hybrid capacity, including proficiency with collaboration tools (Teams & Zoom) and availability for planned and ad hoc web/video meetings.
- Ability to support staff, students, and faculty during core Arizona business hours (MST).
