Sr Analyst I Infrastructure Services

Job Description:

ServiceNow SAM Pro Administration

• •Administer, configure and maintain the ServiceNow SAM Pro application.
• •Manage SAM Pro configurations supporting business and operational requirements.
• •Maintain software models and support normalization-related technical activities.
• •Manage and deploy SAM Pro publisher/content packs.
• •Monitor SAM Pro scheduled jobs and troubleshoot failures.
• •Administer users, roles, groups and application access.
• •Maintain SAM Pro workflows, business rules and scripts where required.
• •Develop and maintain SAM reports and dashboards.
• •Monitor overall SAM Pro application health and resolve technical issues.

Integration & Discovery Support

• •Monitor and troubleshoot integrations and SAM data feeds.
• •Support discovery-source troubleshooting affecting software inventory.
• •Troubleshoot data import and integration failures.
• •Support APIs and connectors used by the SAM ecosystem.
• •Work with the appropriate platform/infrastructure teams on MID Server-related dependencies.
• •Investigate data-flow issues between discovery/inventory sources and SAM Pro.
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• •Partner with SAM Operations to investigate technical issues affecting reconciliation and ELP results.
• •Troubleshoot software installation, discovery, normalization and model-related data issues.
• •Support inventory and entitlement data-quality remediation.
• •Support technical execution for bulk data imports and corrections.
• •Identify technical root causes for discrepancies impacting SAM reporting and reconciliation.

Platform Change, Upgrade & Release Support

• •Support SAM Pro upgrade planning and testing.
• •Perform impact analysis and regression/UAT support for SAM Pro changes.
• •Coordinate deployment of approved technical changes.
• •Support publisher-pack upgrades.
• •Troubleshoot production defects following releases.
• •Ensure production changes follow established change-management and segregation-of-duties controls

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