FLEX Senior Technology Analyst - ITAM

JOB SUMMARY 

The Senior ServiceNow Technology Analyst – IT Asset Management is responsible for the end-to-end domain architecture, design, development, and technical governance of ServiceNow capabilities supporting Software Asset Management (SAM Pro), Hardware Asset Management (HAM Pro), and the broader Technology Asset Management (TAM) ecosystem. 

This role serves as the technical authority for SAM and HAM, ensuring the ITAM solution is optimized for lifecycle governance, data accuracy, automation, scalability, compliance, and enterprise integration, while also advancing the maturity and usability of the SAM and HAM Workspaces. The analyst is expected to evaluate, design, and deliver targeted workspace enhancements, including configuration and lightweight customization where appropriate, to ensure the SAM and HAM Workspaces are fit for purpose for Marriott’s operational, compliance, and reporting needs—without compromising upgrade safety or platform standards. 

The analyst partners closely with the ServiceNow Platform team, CMDB/CSDM architects, SAM/HAM process owners, lifecycle managers, and cross functional stakeholders to identify workspace improvement opportunities, introduce intuitive workflows and role based experiences, and deliver value at speed while maintaining platform integrity, upgrade safety, and audit readiness. 

Key Responsibilities 

• Own the domain architecture and technical design for ServiceNow SAM Pro and HAM Pro within TAM 
• Serve as the technical authority and escalation point for ITAM domain architecture, integrations, and data model decisions 
• Design scalable, upgrade safe solutions supporting the full asset lifecycle  
• Ensure strong alignment between Asset Management and CMDB using CSDM standards 
• Architect integrations between ServiceNow and enterprise systems (Procurement, Finance, Intune, endpoint management, inventory tools) 
• Establish technical standards, design patterns, and architectural guardrails for SAM/HAM 
• Partner with TAM, Procurement, Finance, Security, and Operations to translate business requirements into technical solutions 
• Support platform upgrades and adoption of new ServiceNow SAM/HAM capabilities  

Expected Outcomes 

• Increased enterprise visibility across hardware and software assets 
• Accurate and trusted Asset–CMDB alignment supporting operational and financial decision making 
• Improved software license compliance and reduced audit risk 
• Automation of the procurement to asset lifecycle, reducing manual effort and cycle time 
• Improved data quality from discovery sources (e.g., Intune, ServiceNow ACC-V, SCCM) and procurement integrations 
• Scalable, standardized architecture supporting global TAM expansion and maturity 
• Reduction of technical debt through upgrade safe, out of the box first design 
• Enhanced reporting and insights enabling cost optimization, lifecycle planning, and risk management 

CANDIDATE PROFILE 

Education and Experience 

Required: 

• 8+ years of experience working with the ServiceNow platform 
• 5+ years of hands-on experience implementing or architecting SAM Pro and/or HAM Pro 
• Experience operating in large, global enterprise environments with complex integrations 
• Strong experience with CMDB architecture, CSDM, and Discovery data models 
• Experience integrating endpoint management tools such as Intune, ServiceNow ACC-V, SCCM, or similar 
• Working knowledge of software licensing models, compliance, and hardware lifecycle management 
• Strong knowledge of the Software Development Lifecycle (SDLC) with hands‑on experience in Agile development methodologies  

Preferred Certifications: 

• ServiceNow Certified System Administrator (CSA) 
• ServiceNow SAM Professional and/or HAM Professional 
• ServiceNow Certified Implementation Specialist (CIS – ITAM, SAM, or HAM) 

CORE WORK ACTIVITIES 

Architecture Strategy & Governance 

• Define domain level architectural standards, patterns, and best practices for SAM Pro and HAM Pro 
• Review and approve solution designs, configurations, and enhancements 
• Ensure alignment with enterprise architecture, platform standards, and CSDM 
• Promote out of the box capabilities and minimize customization to reduce technical debt 

Asset Lifecycle Solution Design 

• Design workflows supporting a procurement first asset lifecycle 
• Architect hardware lifecycle capabilities including stockroom management, refresh, redeployment, and disposal 
• Design software lifecycle processes including entitlement management, reclamation, and true up support 
• Enable automation for redeployment, re-harvesting, and lifecycle optimization initiatives 

Integration & Automation 

• Architect integrations between ServiceNow and:  
• Procurement and financial systems 
• Endpoint and device management platforms 
• Inventory, vendor, and logistics providers 
• Design secure, scalable, and maintainable API based and event driven integrations 

Stakeholder Collaboration & Advisory 

• Serve as technical advisor to Global TAM, Procurement, Finance, Security, and Operations 
• Support roadmap planning, capability prioritization, and business case development 
• Provide architectural support for audit readiness, compliance initiatives, and optimization programs 

Platform Optimization & Continuous Improvement 

• Evaluate new ServiceNow releases, features, and capabilities relevant to SAM Pro, HAM Pro, and IT Asset Management, including the assessment of out of the box plugins and store applications.  
• Proactively identify, evaluate, and implement ServiceNow plugins or enhancements that improve automation, performance, data quality, and user experience, ensuring alignment with TAM requirements and enterprise standards.  
• Explore opportunities to leverage plugins and native platform capabilities to reduce customization, accelerate time to value, and improve operational efficiency across the SAM and HAM domains.  
• Support and guide platform upgrades, ensuring that all configurations, plugins, and enhancements remain upgrade safe and architecturally aligned with TAM’s future state strategy.