Software Engineer

About the Role 
We are hiring a seasoned Software Asset Management (SAM) Analyst (L2) to manage and drive software request, licensing, 
and compliance operations in a global enterprise environment. 
The role requires hands-on experience across engineering applications (e.g., Bentley, Bluebeam, AVEVA, AutoCAD, ANSYS) 
and business applications (e.g., Microsoft Copilot, Power BI, Visio, Project, Adobe), with the ability to take clear 
operational decisions on license allocation, procurement, and software portfolio alignment. 
This position operates at the intersection of ServiceNow, SNOW, Active Directory, and SCCM, requiring strong execution, 
data accuracy, and cross-team coordination. 

Key Responsibilities 
1. End-to-End Software Request Operations 
• Own and process software requests (SR/SCTASK/Incident Task) in ServiceNow from intake to closure. 
• Validate request details including: 
o User profile, location, and AD group membership 
o Business justification and approval (especially for engineering tools) 
o Territory or licensing restrictions 
• Perform license provisioning / de-provisioning using AD groups, Snow, and deployment tools. 
• Redirect users to SCCM Software Center where applications are already deployed to avoid duplicate provisioning. 
• Maintain SLA compliance (response, resolution, updates) and ensure timely communication via ticket comments, 
email, and chat. 
2. Software Classification & Decision Handling 
• Evaluate and classify requests into: 
o Existing Version vs New Version 
o In-Portfolio vs Not-In-Portfolio applications 
• Validate against ServiceNow Software Models, SAM comments, and deployment notes. 
• Handle scenarios such as: 
o Application/version not listed in catalogue 
o Requests requiring latest version download from vendor portals 
• Take clear action based on scenario: 
o Allocate license (if available) 
o Route for procurement (if not available) 
o Initiate software onboarding / model update (if new) 
3. License Validation, Harvesting & Data Analysis 
• Perform license availability checks across: 
o Snow License Manager 
o Contract registers / entitlement records 
o SAM inbox / historical tickets 
• Support license reconciliation by validating entitlements vs usage data. 
• Identify unused or underutilized licenses and initiate harvesting actions. 
• Interpret usage and allocation data to support: 
o License optimization 
o Renewal validation 
o Compliance reporting 
• Generate or support reports (Excel / ServiceNow / Snow) on license consumption and compliance status. 
4. Procurement & Vendor Coordination (Operational Level) 
• Identify when license purchase is required and capture: 
o Cost codes 
o Business justification 
• Support PR/PO workflow coordination with procurement teams. 
• Engage with vendors or users for: 
o License keys / entitlement details 
o Software media or download links 
• Update Snow and ServiceNow records post procurement. 
5. Software Packaging & SCCM Coordination 
• Raise and manage software packaging requests with SCCM/endpoint teams. 
• Provide complete technical inputs: 
o Installation guides (silent install / prerequisites if available) 
o Software binaries / media paths 
o AD group requirements for access control 
• Track packaging and deployment status and ensure successful delivery to end users. 
6. ServiceNow CMDB, Software Models & Data Governance 
• Create, update, and maintain Software Models in ServiceNow including: 
o Version details 
o Licensing type 
o Deployment notes 
• Update Business Services and Application Services in CMDB with accurate relationships. 
• Ensure alignment between: 
o SNOW discovery data 
o SCCM deployment data 
o ServiceNow CMDB records 
• Maintain high data quality standards and resolve data inconsistencies. 
7. Ticket Governance, Escalation & Operational Control 
• Monitor backlog and aged tickets; take proactive action to meet SLA targets. 
• Handle escalated tickets with ownership, providing clear updates and resolution timelines. 
• Perform basic Root Cause Analysis (RCA) for recurring issues (e.g., wrong requests, license gaps). 
• Coordinate with Service Desk, Infra, SCCM, and application teams to ensure end-to-end closure. 
• Represent SAM in operational calls and provide updates on: 
o Backlog 
o Aged tickets 
o Escalations 
8. Audit Readiness & Compliance Operations 
• Support audit readiness by maintaining: 
o Accurate entitlement records 
o License allocation data 
o Supporting documentation 
• Assist in preparing audit evidence (usage reports, license positions, allocation data). 
• Ensure all activities comply with SAM governance policies and licensing agreements. 
9. Documentation & Continuous Improvement 
• Maintain detailed work notes and documentation for all tickets and actions. 
• Follow defined SOPs, checklists, and governance controls. 
• Identify process gaps (e.g., incorrect requests, missing models, delays) and recommend improvements. 
Required Skills & Qualifications 
• 6–10 years of experience in Software Asset Management (SAM), ITAM, or IT operations. 
• Strong hands-on experience with: 
o ServiceNow (Software Requests, Software Models, CMDB) 
o Snow License Manager (or similar SAM tools) 
• Good understanding of licensing models: 
o Subscription vs Perpetual 
o Named User vs Concurrent/Floating 
o SaaS vs On-premise 
• Experience handling: 
o Engineering tools (Bentley, Bluebeam, AVEVA, AutoCAD, ANSYS) 
o Business applications (Microsoft 365, Copilot, Power BI, Adobe) 
• Working knowledge of: 
o Active Directory (AD groups, access control) 
o SCCM / endpoint deployment tools 
• Experience in: 
o License reconciliation 
o Audit support 
o Harvesting / optimization 
• Ability to analyse license data and generate basic operational reports (Excel or tool-based). 
• Strong coordination, communication, and stakeholder management skills. 
• Detail-oriented with strong analytical and problem-solving ability. 
Preferred Skills 
• Experience in engineering license models (node-locked, network/floating licenses). 
• Familiarity with software packaging concepts (install, deployment dependencies). 
• Experience working in global, SLA-driven environments.