ServiceNow ITAM Engineer

1. POSITION OVERVIEWHighly qualified IT Asset Management professional to design, implement, and manage a comprehensive IT Asset Management (ITAM) program using the ServiceNow platform. This person will lead the configuration, administration, and ongoing development of the ServiceNow ITAM environment, including Software Asset Management (SAM) and Configuration Management Database (CMDB), to accurately capture IT asset and infrastructure information, relationships, costs, and risks in support of effective IT Service Management (ITSM) processes.The successful candidate will provide day-to-day operational support for ITSM/ITAM platforms including in-house and vendor-developed configurations and solutions. They will be an active advocate for ITAM platforms and methodologies across IT to bring value to the business and participate in the strategic planning and execution related to all ITAM platforms and services.Work Schedule: Flexible hybrid work schedule combining remote and in-office work as determined by business need. Regular in-office presence will be required weekly Tuesdays through Thursdays for collaboration and project activities.Availability: Typical schedule will be 40 hours per week, Monday through Friday.Technology Environment: Work primarily with ServiceNow ITSM platform along with supporting tools, including ITAM, SAM Pro and ITOM. Access to Port of Portland IT environment and systems as required for asset management activitiesCORE RESPONSIBILITIESDesign & ImplementationServe as a primary subject matter expert (SME) and functional owner for the ServiceNow ITAM module during the active implementation phase.Partner with the ServiceNow platform team and implementation consultants to configure the SAM (Software Asset Management) module to meet organizational requirements.Develop standard IT configuration management methodology encompassing IT hardware, software, and services.Use best practice methodologies to develop and implement a comprehensive CMDB strategy for all physical and digital assets.Define and document asset management workflows, discovery rules, normalization standards, and data governance policies within ServiceNow.Design discovery models and processes for IT assets using ITAM platform functionality.Implement service mapping for IT services in the CMDB and populate with timely and accurate configuration item data reflecting asset configurations, relationships, and dependencies.Implement and maintain software asset management within the ServiceNow ITSM platform to maintain license compliance with entitlements, identify and report on software spend, and support strategic software decision-making.Integrate with change management processes and tools to support accurate IT asset tracking.Support IT Client Services manager and key project participants in the development of CMDB governance, processes, and knowledge base content.Coordinate User Acceptance Testing (UAT) and manage change control for ITAM-related platform updates and enhancements.Support, Maintenance & MonitoringMaintain an accurate, real-time inventory of all IT hardware and software assets across all locations within the ServiceNow ITAM platform.Drive data migration, reconciliation, and cleansing efforts to populate and maintain accurate CI and asset records in the CMDB.Work to continuously improve configuration item data integrity including classes, naming conventions, attributes, data sources, and relationships.Conduct regular configuration audits and reconciliation for IT assets; reconcile physical audit findings against ServiceNow records.Manage software license entitlements across on-premises, SaaS, and cloud environments, ensuring alignment between purchased rights and deployed usage.Conduct periodic license compliance reviews and true-up analyses for key software publishers (Client, Adobe, Oracle, Client, etc.).Drive visibility of unauthorized CI changes or alterations to environment, reporting changes to IT management as needed.Create and maintain dashboards, reports, and KPIs within ServiceNow to provide visibility into asset inventory, utilization, and compliance posture.Develop reports identifying CMDB health for IT management consumption.Ensure the organization remains compliant and supported on platform releases and patches for tracked software applications.Provide defined platform administration functions for ITSM/ITAM platform in coordination with other ITSM platform administrator/developer(s).Optimize platform and application functionality using data-driven feedback and best practices.Work with other ITSM processes and stakeholders to understand new requirements and identify how configuration management can provide additional value.Perform other duties as assigned.Advocacy & EducationAdvocate for ITAM best practices and processes throughout the IT department.Actively support and educate staff on ITAM processes through training and as-needed support.Consult with IT Project Managers, Procurement, IT Analysts, System Engineers, and other project team members on common project topics and work.Partner with IT Security to ensure retired assets are sanitized in accordance with data destruction policies.REQUIRED TECHNICAL COMPETENCIESThe successful candidate must demonstrate expertise in the following technical areas:Knowledge LevelComprehensive understanding of IT asset management best practices andindustry standards Level 3 – SeniorITIL framework concepts and best practices for IT Asset Management Level 3 – SeniorCSDM and CMDB concepts, implementation, and governance Level 3 – SeniorIT change management process implementation and management Level 3 – SeniorServiceNow ITAM and SAM module configuration and administration Level 3 – SeniorSoftware as a Service (SaaS) and on-premises software solutionimplementation concepts Level 2 – IntermediateSoftware licensing models across major publishers (Client, Adobe, Oracle,Client, etc.) Level 2 – IntermediateOverall technology environment, including business critical systems,infrastructure, and key business processes Level 2 – IntermediateIncident, request, and problem management ITIL best practices Level 2 – IntermediateInformation security best practices for systems implementation and assetdisposal Level 2 – IntermediateIT asset procurement processes and best practices Level 2 – IntermediateCloud asset management concepts (AWS, Azure, Client 365) Level 2 – IntermediateSkill LevelTroubleshooting and technical problem-solving Level 3 – SeniorAbility to work without close supervision and escalate matters appropriatelywhen needed Level 3 – SeniorDelivery of exceptional customer service, focused on responsiveness, timeliness, excellent communication, and follow-through Level 3 – SeniorAbility to identify and lead process improvement efforts for CMDB and ITAMactivities Level 2 – IntermediateData analysis and reconciliation for audit and compliance reporting Level 2 – IntermediateCollaboration and consensus building with IT teams, customers, and serviceproviders Level 2 – IntermediateBUSINESS ANALYSIS COMPETENCIESTo effectively bridge IT capabilities with business needs, the candidate must demonstrate proficiency in business analysis practices:Requirements Elicitation & Analysis: Ability to gather, document, and analyze stakeholder requirements for ITAM processes and systems. Skilled in conducting interviews, workshops, and surveys to understand business needs and translate them into technical requirements.Process Mapping & Improvement: Proficient in documenting current-state processes, identifying inefficiencies, and designing optimized future-state workflows. Experience with process mapping tools and methodologies (e.g., SIPOC, value stream mapping, swim lane diagrams).Stakeholder Management: Demonstrated ability to identify, engage, and manage diverse stakeholder groups across IT and business functions. Skilled in building consensus, managing expectations, and facilitating collaboration among competing priorities.Data Analysis & Insights: Strong analytical skills to assess asset data quality, identify trends, and develop actionable insights. Ability to create meaningful reports and dashboards that communicate complex information to technical and non-technical audiences.Business Case Development: Capability to develop compelling business cases for ITAM initiatives, including cost-benefit analysis, ROI projections, and risk assessments. Experience justifying technology investments and process improvements to leadership.Gap Analysis: Expertise in assessing current capabilities against desired outcomes, identifying gaps, and prioritizing remediation efforts. Ability to conduct maturity assessments using industry frameworks.Documentation & Communication: Excellent written and verbal communication skills. Ability to create clear, comprehensive documentation including standard operating procedures, work instructions, training materials, and executive summaries. Capable of adapting communication style to different audiences.CHANGE MANAGEMENT COMPETENCIESImplementing a comprehensive ITAM program requires significant organizational change. The candidate must possess change management expertise to ensure successful adoption:Change Impact Assessment: Ability to assess the impact of ITAM program implementation on people, processes, and technology. Skilled in identifying affected stakeholder groups, potential resistance points, and mitigation strategies.Change Strategy Development: Experience developing comprehensive change management strategies and plans that align with organizational culture and readiness. Ability to design phased rollout approaches that minimize disruption.Communications Planning & Execution: Proven ability to develop and execute targeted communication plans that keep stakeholders informed, engaged, and supportive throughout the implementation. Experience with various communication channels and formats.Training Program Development: Skilled in designing and delivering effective training programs for diverse audiences. Ability to create role-based training materials, conduct hands-on workshops, and develop self-service learning resources.Resistance Management: Experience identifying and addressing sources of resistance to change. Ability to work with individuals and teams to overcome barriers, address concerns, and build buy-in for new processes and systems.Adoption Measurement: Capability to define adoption metrics, monitor utilization patterns, and assess the effectiveness of change initiatives. Experience using data to identify areas requiring additional support or intervention.Cultural Awareness: Sensitivity to organizational culture and ability to tailor change approaches accordingly. Understanding of how to build sustainable change that becomes embedded in daily operations.Coaching & Mentoring: Ability to serve as a trusted advisor to IT staff and management, providing guidance on ITAM practices and supporting teams through the transition. Skilled in building internal capability and champions for the program.EducationRequired: Bachelor's degree (BA/BS/CS or equivalent) in Computer Information Systems, Business Administration, Computer Science, or related area from an accredited university. (Additional relevant experience may substitute for education requirements)Professional ExperienceThe candidate must possess a minimum of 2-3 years of experience in each of the following areas:IT Asset Management (ITAM) experience using industry-leading platforms, with hands-on ServiceNow ITAM or SAM module experience strongly preferred.IT Operations Management (ITOM) experience using industry-leading platformsCMDB implementation, development, and/or managementWorking in a regulatory function or environmentCertificationsCertification Issuing Body RequirementITIL Foundation v3 or v4 PeopleCert PreferredServiceNow Certified SystemAdministrator ServiceNow Inc. PreferredIAITAM Certified AssetManagement Professional IAITAM PreferredServiceNow ITAM / HAM /SAM Certification ServiceNow Inc. PreferredPREFERRED QUALIFICATIONSCandidates with the following additional qualifications will be given preference:ServiceNow Certified Implementation Specialist - ITOM, CMDB, or SAMCertified Business Analysis Professional (CBAP) or equivalentChange Management certification (e.g., Prosci, CCMP)Experience in port, airport, or transportation industryExperience with Client Intune, SCCM, or other endpoint management platformsKnowledge of security compliance frameworks (e.g., NIST, ISO 27001)Experience with Agile/Scrum methodologies in IT service deliveryProficiency with data visualization and reporting tools (e.g., ServiceNow Performance Analytics, Power BI, Tableau)Experience with IT Financial Management (ITFM) principles and practicesStrong project management skills and experience leading cross-functional initiatives