- Translate business needs into clear user stories with acceptance criteria in line with Agile best practices and SAM objectives.
- Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.
- Facilitate regular status updates, demo sessions, and backlog prioritization meetings.
- Navigate competing priorities across IT, procurement, audit/compliance, and asset owners.
- Support product owner in backlog grooming, sprint planning, and prioritization of SAM features.
- Collaborate with developers, testers, and platform owners to ensure timely and quality delivery.
- Participate in daily stand-ups, retrospectives, and sprint reviews.
- Document AS-IS and TO-BE process flows for the asset lifecycle, from request to retirement.
- Identify gaps, inefficiencies, and opportunities for automation using ServiceNow SAM Pro features.
- Recommend solutions aligned with industry best practices and ServiceNow capabilities.
- Develop user guides, SOPs, training materials, and communication plans for rollout and adoption of SAM Processes.
- Prepare and present reports, status updates, and executive summaries.
- Ensure clarity, consistency, and traceability of all documentation, requirements, and user stories across the SAM program.



Qualifications
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
- 5+ years of experience as a Business Analyst in IT projects preferred in Asset Management.
- 2–3 years of experience in ServiceNow Processes, preferably in Asset Management, ITSM/ITOM implementations.
- Strong track record in stakeholder engagement, process reengineering, and delivering platform-based solutions.
- Experience in mapping AS-IS manual Processes and creating a Target State within ServiceNow landscape.
- Lead the vision and discovery for defining the ServiceNow Software Entitlement Strategy within ServiceNow SAM Pro, ensuring alignment with organizational compliance and optimization goals.
- Drive SAM Pro implementation and process design, covering software discovery, normalization, reconciliation, and compliance reporting for accurate license management.
- Collaborate with cross-functional teams (IT, procurement, finance, and vendors) to manage entitlements, mitigate compliance risks, and identify cost-saving opportunities through effective license utilization.
- Align SAM Pro processes with overall Asset Management policies and influence stakeholder adoption through training sessions, workshops, and strategic communication, ensuring consistent governance and operational excellence.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- Ability to work independently and manage multiple priorities in a fastpaced environment.

Certifications (Any one ore more preferred but optional):
- Certified System Administrator (CSA)
- ITIL 4 Foundation – Foundational knowledge of ITSM processes and service lifecycle
- Certified Implementation Specialist – Software Asset Management
- Certified Implementation Specialist – IT Asset Management (CIS–ITAM) – [Optional if involved in broader ITAM]
- Certified Business Analysis Professional (CBAP) – by IIBA
- PMI Professional in Business Analysis (PMI-PBA) – by PMI
- Agile Certified Practitioner (PMI-ACP) – by PMI
- Certified Scrum Product Owner (CSPO) – by Scrum Alliance
- SAFe Agilist or SAFe Practitioner – for scaled Agile environments



Summary
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Randstad Technologies Group

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