Servicenow Software Asset Manager

ServiceNow Software Asset Manager

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Currently, we are seeking a ServiceNow Software Asset Manager who will be responsible for the creation and maintenance of accurate software asset records, including Software Models, Discovery Models, and Entitlements. This role ensures effective tracking, management, and optimization of CVS software assets, covering both client and server-based products, with a focus on license compliance, cost efficiency, and lifecycle governance. This individual will also collaborate with teams across CVS Health, including Finance, Procurement, Governance, Security, Vendor Management, IT Renewals and Purchasing Operations, IT Services, and Software Product Stakeholders to reconcile software deployments with license and maintenance entitlements. This partnership ensures that all accounting, regulatory, corporate, and legal requirements related to IT software assets are consistently met and adhered to.

This incumbent will execute the activities below:

• Create and maintain software asset information, including Software Models, Software Discovery Models, Software Entitlements & Software Catalog Items using ServiceNow SAM Pro.
• Build and manage strong working relationships across the organization, including with ServiceNow Platform stakeholders, IT Services, Business Application Owners, Governance, and Procurement teams.
• Resolve unmatched or partially normalized Software Discovery Models to ensure data integrity.
• Execute reconciliation by comparing entitlements with discovered software installations to determine effective license positions for each in-scope publisher.
• Analyze reconciliation reports to determine required actions to address non-compliant software installations.
• Analyze software usage reports and establishing removal rules for infrequently used software.
• Ensure contractual compliance with license counts and permitted deployment/use to mitigate risks associated with external vendor audits.
• Lead complex internal and external audits related to IT Asset Management and delivery resolutions aligned with audit plans.
• Research vendor licensing models, product use rights, licensing metrics, and entitlements for software assets.
• Collaborate with internal teams to maintain and enhance the Colleague Zone AppStore, including opportunities for streamlining and automation.
• Identify and pursue opportunities for cost savings, cost avoidance, software reuse, and consolidation.
• Validate software installation inventory and license compliance reports.
• Provide requirements, use cases, user stories to support new or improved SAM functionality.

What We Expect of You

ServiceNow Technical Expertise

Hands-on experience with ServiceNow SAM Pro (Yokohama or later), including entitlement configuration, discovery model normalization, software model configuration, lifecycle management, and publisher pack administration. Strong understanding of the relationship between software models, catalog items, client software delivery processes and associated workflows within ServiceNow. Deep knowledge of licensing metrics and contract terms for Tier 1 publishers (Microsoft, IBM, Oracle, VMware, Broadcom), with practical experience configuring these within ServiceNow SAM Pro.

ServiceNow Asset Management Expertise

Proficient in managing the full software asset lifecycle, from request and procurement through discovery, allocation, reclamation, and retirement. Skilled in maintaining contractual compliance and leading internal and external audits to ensure alignment with regulatory and corporate standards.

Analytical & Problem-Solving Skills

Strong quantitative and analytical capabilities to interpret reconciliation and usage reports, identify non-compliance, and recommend corrective actions. Demonstrate exceptional attention to detail in managing complex software asset data, ensuring accuracy in software models, entitlements, discovery normalization, and reconciliation processes. Maintain precision when interpreting licensing terms, configuring SAM Pro settings, and validating compliance reports. Proactively identifies discrepancies and inconsistencies in software usage, licensing, and inventory, and takes corrective action to ensure data integrity and audit readiness. Apply a meticulous approach to documentation, reporting, and communication across cross-functional teams and stakeholders.

Collaboration & Communication

Experience partnering with cross-functional teams including Finance, Procurement, Governance, Security, IT Services, and Software Product Stakeholders. Excellent written and verbal communication skills across platforms (e.g., SharePoint, Teams, email), with the ability to present to both technical teams and senior leadership. Strong interpersonal skills with the ability to collaborate across departments and influence stakeholders on the value and impact of SAM practices.

Required Qualifications

5+ years of hands-on experience in Software Asset Management (SAM) operations using ServiceNow SAM Pro (Yokohama or later), including:

• End-to-end management of software asset data within ServiceNow SAM Pro.
• Uploading and configuring entitlements (e.g., software suites, inference percentages, downgrade rights).
• Reviewing and normalizing software discovery models.
• Creating and managing discovery maps and software model configurations.
• Administering publisher packs for both server and client software.
• Managing software lifecycle processes and reclamation rules.

5+ years of experience in enterprise software asset management, with expertise in:

• Licensing requirements and metrics for Tier 1 software publishers (Microsoft, IBM, Oracle, VMware, Broadcom).
• Software contract terms and conditions, including end-user license agreements.
• Cost savings and risk mitigation strategies within IT asset management.
• Software normalization, entitlements, discovery, and license true ups.
• Full software lifecycle processes: request, procurement, discovery, management, reclamation, and retirement.

Preferred Qualifications

Proven ability to identify and drive cost savings and risk reduction opportunities. Strong ability to work independently and collaboratively within cross-functional teams. Skilled in developing and delivering presentations and materials for diverse audiences, including senior leadership. Excellent communication skills across multiple formats (written, verbal, email, collaboration platforms such as SharePoint and Teams). Strong analytical and problem-solving capabilities, with the ability to organize and interpret large volumes of data. Exceptional interpersonal skills, with the ability to engage and collaborate effectively across all organizational levels.

Education

Bachelor's degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).

Business Overview

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Anticipated Weekly Hours 40

Time Type Full time

Pay Range The typical pay range for this role is: $83,430.00 - $222,480.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 4