Track Manager (Support & Operations)

About the role

The ServiceNow SAM Tool SME – L2 will be responsible for the operational support, configuration, optimization, and continuous improvement of the ServiceNow Software Asset Management (SAM / SAM Pro) module. This role focuses on day‑to‑day SAM operations, license compliance, data quality, and L2 incident/problem support, working closely with L3 teams, vendors, and business stakeholders.

What you'll do

• SAM Operations & Support (L2)
• Provide L2 support for ServiceNow SAM-related incidents, service requests, and problems
• Analyze and resolve issues related to software entitlements, installations, license calculations, and reconciliations
• Perform root cause analysis (RCA) for recurring SAM issues and recommend improvements
• Support SAM-related upgrades, patches, and configuration changes

What you need

• 6–8 yrs of experience
• ServiceNow
• Reporting
• SOP writing
• Reconciliation
• Root cause analysis
• SAP
• Any graduate

Good to have

• ITIL
• Intune