ServiceNow Software Asset Management – Product/Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Directs program activities to achieve the objectives of both clients and the organization, acting as a liaison to coordinate tasks, negotiate responsibilities, and resolve issues.

• Monitor financial forecasts, lifecycle costs, and ensure budgetary alignment across SAM initiatives.

• Provide financial management services including financial analysis, preparation of budgets and cost quotes, cost management, reconciliation, and profit enhancement.

• Create and sustain a documented set of disciplined, mature, and continuously improving processes for managing all contractual efforts, focusing on cost-efficiency, scheduling, performance, responsiveness, resource management, and consistently high-quality delivery.

• Coordinate efforts among CMS stakeholders, procurement teams, and technical groups (Infrastructure, Security, Hosting, DBA).

• Develop, deliver, maintain, and ensure compliance with the Project Management Plan and backlogs.

• Furnish the government with monthly and quarterly status reports regarding activities, completed milestones, and submitted deliverables for each task from the prior month.

• Ensure that program deliverables align with program outcomes to enhance operational efficiency.

• Oversee and monitor subcontractor activities while managing subcontractor deliverables and finances.

• Mentor SAM team members to encourage skill development and adherence to CMS standards.

• Establish and communicate the product vision for ServiceNow SAM, ensuring alignment with enterprise IT and financial goals.

• Develop and manage a roadmap that includes key capabilities such as license compliance, SaaS management, and software optimization.

• Own and prioritize the SAM product backlog, taking into consideration business value, risk, and stakeholder needs.

• Translate business requirements into clear user stories complete with acceptance criteria.

• Balance the delivery of new features with the reduction of technical debt and the sustainability of the platform.

• Align SAM implementation with the Common Service Data Model (CSDM) and CMDB standards.

• Collaborate with ITAM, Procurement, Finance, Security, and IT Operations to gather requirements and set priorities.

• Serve as the primary point of contact for decisions related to the SAM product.

• Relay updates on the roadmap, releases, and value delivered to stakeholders.

• Ensure a mechanism for Continual Service Improvement is in place for SAM.

• Engage in sprint planning, backlog refinement, and product reviews.

• Work closely with developers, architects, and QA teams to guarantee high-quality delivery.

• Collaborate with Enterprise IT Asset Management, Hosting, Security, DBA, Operations, and Technical teams to implement effective asset management practices, processes, and procedures.

• Provide stakeholders with SAM application status overviews, asset compliance updates, and optimization recommendations.

• Interface with vendors regarding license renewals, contracts, and hardware/software lifecycle updates.

• Ensure compliance with governance and standards throughout all project phases.

• Oversee team activities and monitor progress against project timelines and deliverables.

• Define and track SAM KPIs.

• Create dashboards and reporting tools for operational and executive insights.

• Promote the adoption of advanced SAM features (e.g., SaaS License Management, publisher packs).

• Continuously assess platform usage and suggest enhancements.

• Support readiness for vendor audits (e.g., Microsoft, Oracle, Adobe).

• Identify and mitigate compliance risks through proactive monitoring.

• Ensure compliance with internal governance and regulatory requirements.

• Monitor Key Performance Indicators (KPIs) and maintain dashboards to evaluate team performance and operational success.

⛳️ Requirements

• Over 5 years of relevant experience.

• Bachelor’s degree in information systems, Business, Computer Science, Engineering, or a related technical field, or an equivalent combination of education, technical certifications, or training.

• Experience as a Technical Program Manager with direct oversight of labor, materials, finances, and IT systems/platforms.

• Understanding of SAM/ITAM principles and their integration into enterprise infrastructure.

• Proven success in implementing SAM/ITAM initiatives in enterprise environments.

• Certified Project Management Professional or equivalent certification.

• Proficiency in project management tools (e.g., MS Project, PPM, Agile 2.0, Jira, Confluence).

• Familiarity with CI/CD pipelines and DevOps concepts.

• Advanced skills in stakeholder management and communication, including conflict resolution.

• Expertise in risk management and the creation of mitigation strategies.

• Demonstrated proactive leadership in process improvement and automation.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Professional development opportunities.