**Job ID:** 117603
An experienced Software Asset Management (SAM) Specialist is needed to implement and mature the Information Technology (IT) software management program for the Cleveland Clinic. The SAM scope will include both workstation and server based software packages.
The SAM Specialist works under the direction of the IT Service Transition Manager as part of the IT Service Management Office. The SMO oversees and manages mature Request Fulfillment, Incident, Change, Problem, Knowledge, and Configuration Management processes.
The ideal candidate will possess expert working knowledge of Software Asset discovery, software entitlements and licensing, reconciliation practices, and allocation procedures.
Primary duties include the following:
+ Maintain license entitlement data and compliance levels for all reporting Business Units
+ Reconcile software entitlements with deployments
+ Apply maintenance / upgrades to existing licenses
+ Initiate internal audits to ensure compliance, manage end user licensing issues
+ Assist and support during software publisher compliance audits
+ Identify, manage and normalize software product models
+ Coordinate interfaces and integration between software vendor and service management platform
+ Collaborate with workstation and server administrators to adopt industry best practices, including software metering, user allocation and distribution, and entitlement inventory.
+ For non-discoverable software, identify product owners and validate license usage
+ Maintain documentation on proper use and deployment for open source software
+ Manage, distribute Executive and Business Unit level summaries and metrics on scheduled basis
+ Provide ad-hoc reporting and analysis to requesting business units
+ Partner with procurement to ensure best possible licensing terms and conditions are adopted
Additional responsibilities include:
+ Develop and maintain expert business knowledge and customer relationships
+ Define current state processes in areas where process is vague, weak, or undocumented.
+ Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies.
+ Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture.
+ Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the IT Service Management program.
+ Act independently to review operational processes with other key IT and business entities and works closely with IT to efficiently operationalize key processes.
+ Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.
+ Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment.
+ Other duties as assigned.
+ Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management or related field.
+ ITIL Foundations certification is required within 6 months of position start date.
+ ITIL Intermediate certification in process specific disciplines preferred.
+ ServiceNow Intermediate certification in Software Asset Management (SAM), Hardware Asset Management (HAM), Configuration Management, or Discovery preferred.
**Complexity of Work:**
+ Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
+ Must be able to work in a stressful environment.
+ Strong team player with high customer service orientation.
+ Excellent process documentation skills including advanced use of Visio and/or Microsoft Office to document workflows.
+ Strong knowledge of ITIL based Service Transition and Service Operation processes.
+ Strong presentation and written communication skills.
+ Minimum of 5 years of experience in information technology dealing with applications development and support, or end user training, or equivalent experience in an operational or financial role utilizing the systems or data generated by the systems supported by this position.
+ Offset: High School Diploma / GED or equivalent and more than 5 years of experience.
+ ServiceNow SAM Pro module experience
+ ITIL intermediate certifications
+ High degree of dexterity to produce materials on a computer.
+ Requires normal or corrected vision, hearing and speech.
+ Mobility sufficient to attend meetings.
+ Ability to lift up to 25 pounds.
+ The position must be available after hours for support by pager and computer dial-in.
**Personal Protective Equipment:**
+ Follows standard precautions using personal protective equipment as required.
Keywords: ServiceNow SAM Pro Module , ITIL intermediate certification, Software Asset Management Specialist
Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.