Senior Software Asset Management (SAM) Analyst

Spec IT Asset Management - IT07DE
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The Senior SAM Analyst is a hands-on expert and thought leader within The Hartford's SAM team, responsible for day-to-day execution of software asset management processes and driving continuous improvement in how we track and optimize software usage. In this role, the candidate will support the SAM Program Director in ensuring our software assets are fully accounted for, compliant, and cost-effective.

You will take charge of complex license reconciliations, analyze software usage data for optimization opportunities, and mentor junior analysts in SAM best practices. The ideal candidate has expert-level knowledge of ServiceNow SAM Pro and thrives on transforming data into actionable insights. This position offers the chance to make a tangible impact, from preventing overspend on licenses to contributing directly to The Hartford's vision of an audit-ready, optimized software asset estate.

• License Reconciliation & Compliance: Perform ongoing software license reconciliation for major software publishers. Using ServiceNow SAM Pro, regularly compare deployed software vs. entitlements to identify compliance gaps or surpluses. Investigate and resolve any discrepancies by working with IT teams or contacting vendors for clarifications. Prepare compliance reports and ensure any identified shortfalls are addressed (e.g., by reallocating licenses or initiating purchase true-ups) well before audits.
• Software Inventory Management: Ensure the integrity and accuracy of the SAM database (ServiceNow SAM Pro) through diligent data maintenance. Oversee software title normalization efforts - striving for at least 95% of software titles normalized for consistent tracking - and validate that discovery data from tools (i.e., SCCM, ServiceNow Discovery) is correctly reflected. Maintain up-to-date records of software entitlements (licenses, contracts, purchase records) within the system. This accurate inventory is the foundation for transparency and decision-making in SAM.
• Optimization and Cost Savings Analysis: Monitor software usage trends and license utilization across the organization. Identify under-used or unused licenses that can be reclaimed (harvested) to avoid renewals or new purchases. Analyze usage data to recommend license downgrades or alternative licensing models (e.g., moving from premium to standard editions if usage is light). Quantify potential savings and work with finance and application owners to execute optimization initiatives. Track the outcomes of these efforts, such as cost savings achieved or licenses redeployed.
• Audit Support & Vendor Engagement: Serve as a key resource during software vendor audits or internal compliance reviews. Proactively maintain audit documentation (deployment data, proof of purchase, ELP reports) for major vendors so that we are always prepared. During an audit, lead the data gathering and analysis efforts to respond swiftly and accurately to auditors' requests, under the guidance of the SAM Director. Additionally, support vendor true-up and renewal processes by providing accurate usage reports and forecasts, and participate in meetings with vendors or Procurement as the SAM subject matter expert.
• Reporting & Dashboarding: Utilize SAM Pro and BI tools to create regular dashboards and reports on key SAM metrics - such as compliance status by vendor, software spend vs. entitlements, and progress on optimization initiatives. Ensure these reports are delivered to stakeholders (IT leadership, Finance, application owners) in a timely manner and provide insights that drive action. Continuously improve reporting by incorporating automation or new data sources, working with the SAM tool administrator for enhancements.
• Process Improvement & Team Leadership: Work with the SAM Director to refine SAM processes and implement best practices. Identify opportunities to automate manual tasks (for instance, automate reclamation of inactive software or streamline data imports) and help design solutions or requirements for the SAM tool team. Collaborate with the ITAM governance team and the OSS compliance analyst to ensure seamless integration of SAM processes with hardware asset management and open-source tracking.

• Education & Experience: Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience). Approximately 5-7 years of experience in Software Asset Management or IT Asset Management roles. Experience in a large enterprise environment managing thousands of software assets is strongly preferred.
• Technical SAM Skills: Expert user of ServiceNow SAM Pro (or a similar SAM platform) with experience in module configuration, running reconciliation jobs, and interpreting results. Able to troubleshoot data quality issues in SAM tools and work with IT support to resolve them. Strong Excel skills and familiarity with databases or asset management queries; ability to manipulate and analyze large data sets of software installations and entitlements. Experience with ITIL processes and how SAM intersects with Change Management, CMDB, and Procurement systems.
• Licensing Knowledge: Broad understanding of software licensing models and metrics (user-based, CPU-based, subscription, SaaS, etc.) across many vendors. Specific experience with major vendors like Microsoft (including M365/O365 subscription management), Oracle, IBM is highly desirable. Any certification such as Certified Software Asset Manager (CSAM), Certified IT Asset Manager (CITAM), ServiceNow CMDB or SAM Pro certification is a plus, as is knowledge NIST and NYDFS 500.13 standards and regulations for IT asset management.
• Analytical & Problem-Solving Abilities: Keen analytical mindset with a focus on detail - capable of spotting anomalies in deployment vs. entitlement data and drilling down to root causes (e.g., unmet terms, incorrect data entries). Problem-solver who can develop creative solutions to compliance or optimization challenges. Comfortable quantifying the financial impact of asset management decisions and presenting business cases for optimization.
• Communication & Collaboration: Strong communication skills to work with cross-functional teams. Able to clearly document and explain SAM findings to non-experts. Team player who collaborates with IT operations, Procurement, Finance and others to gather needed data and ensure SAM processes fit into the larger asset lifecycle. Experience working with software owners and end-users to enforce policies.
• Self-Driven & Ethical: High degree of self-motivation and organization to independently manage workload and meet deadlines (e.g., quarterly reconciliation cycles, audit preparation timelines). Passionate about the value of asset management and demonstrates integrity in handling license data and compliance (e.g., ensuring accurate reporting). Continuous improvement mindset - stays updated on SAM tool improvements or industry best practices to bring new ideas to the team.