ServiceNow SAM Architect  

Role Overview: 

The ServiceNow Software Asset Management (SAM) Architect is responsible for the end-to-end architecture, implementation, and governance of ServiceNow SAM Pro — including advanced support for Non-Discoverable Publishers. This includes integrating usage data from external sources (CSV/API), modeling entitlements manually, and ensuring effective license compliance for both on-prem and SaaS/non-discoverable applications. 

Key Responsibilities 

Architecture & Strategy 

Define and maintain the overall SAM Pro architecture, ensuring support for both discoverable and non-discoverable publishers. 

Establish architectural guidelines for managing SaaS, custom, or internal applications not visible via traditional discovery. 

Design the Software Model Library structure to accommodate manually created models for non-discoverable publishers. 

Architect scalable frameworks to support bulk onboarding of non-discoverable apps via CSV import or API ingestion. 

 

Implementation & Publisher Management 

Lead the design and implementation of reconciliation logic for non-discoverable software, including: 

Manual import of usage data 

API integrations (e.g., Fivetran, Immuta, Adobe Cloud, O365 Graph, etc.) 

Mapping usage to entitlements without discovery fingerprints 

Configure custom license metrics for SaaS tools (e.g., user-based, consumption-based). 

Support creation of Transform Maps, Scheduled Imports, and normalizations for third-party tool data. 

Define manual processes and automation for updating entitlements, usage, and contract data for unmanaged publishers. 

 

Governance & Data Accuracy 

Enforce naming conventions, categorization, and taxonomy for non-discoverable publishers. 

Maintain high-quality entitlement and usage data through audit-ready documentation and exception handling. 

Define governance around manually managed software — including lifecycle tracking and risk categorization. 

 

Integration & Automation 

Architect integrations between ServiceNow SAM Pro and: 

SaaS platforms (e.g., Atlassian, Salesforce, Zoom) 

Middleware tools (Azure Logic Apps, MuleSoft, Power Automate) 

Usage feeds via REST API, JSON, or CSV upload 

Guide automation of license reclamation and user access reviews even for non-inventoried software. 

 

Reporting & Optimization 

Configure compliance dashboards for non-discoverable software showing: 

Effective License Position (ELP) 

Usage vs. entitlement 

Over-licensed/underutilized scenarios 

Provide insights on SaaS spend and optimization opportunities through integration with Cost Management or FinOps tools. 

 

Stakeholder Collaboration 

Collaborate with procurement, SaaS owners, vendor managers, and InfoSec to onboard and track non-discoverable tools. 

Serve as technical SME for handling audit defense related to SaaS contracts and user-based license models. 

Support business teams in justifying true-up, renewal, or reduction decisions based on usage data. 

 

 

Required Experience (Specific to Non-Discoverable Tools) 

Experience implementing ServiceNow SAM Pro for organizations with significant SaaS or unmanaged software footprint. 

Expertise in ingesting data from external tools (e.g., Splunk, Fivetran, internal DBs) into SAM tables. 

Proven ability to manage non-inventoried publishers using manual and automated techniques. 

 

Certifications (Preferred) 

ServiceNow SAM Pro Implementation Specialist 

ServiceNow IntegrationHub/Mid Server experience (for external API data sources) 

Certified Software Asset Manager (CSAM) 

Example Non-Discoverable Publishers You May Handle: 

Immuta, Fivetran, Snyk, Datadog, Miro, Lucidchart, Canva, Workiva, etc.