Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About Digital Technology
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
Job Purpose: As an IT Asset & Supplier Management analyst, this job is to manage ITAM and Supplier operational activities for EMEA & APAC. We are seeking a forward-thinking ITAM & AI optimization specialist to drive the intelligent management of IT assets through automation and AI technologies. This role will be responsible for leveraging AI to enhance ITAM processes, deliver actionable insights, and ensure data-driven decision-making across the asset lifecycle. The ideal candidate is a blend of ITAM practitioner and data-savvy innovator.
In conjunction, manage Digital Technology (DT) suppliers' activities internally and externally with DT stakeholders, which includes maintaining the entire Supplier Lifecycle Operations.
Job Duties include, but are not limited to, supporting the following activities:
- Responsible for maintaining a hardware inventory of assets within the appropriate management systems and ensuring assets are properly documented (i.e. serial number, asset tag, name, etc.).
- Responsible for software asset portfolio with respect to acquisition, request fulfillment under SLA, utilization, tracking, compliance and final disposition of assets.
- Use AI to forecast asset demand, usage trends, license optimization, and refresh cycles to reduce cost and risk.
- Acts as a liaison between the development and operations teams to communicate changes and expected issues in production environment for asset management.
- Govern the managed services partner to ensure requests and incidents are closed within SLAs.
- Manage contracts and relationships to maximize value creation and costs for software licensing, maintenance and service offerings.
- Responsible to collect information for budgeting, software compliance and inventory, contract summaries, and cost comparisons.
- Coordinating with the enterprise procurement and accounting areas and vendors on ordering, receiving and invoicing of software/hardware assets.
- Providing reporting (scheduled and ad hoc) as needed to support the ITAM Governance activities.
- Manage Supplier Lifecycle operations and drive the Champ/Challenger Supplier model for DT (Digital Technology)
- Manage and maintain external vendor relations within Digital Technology.
- Perform as functional bridge amongst external vendors as well as internal DT stakeholders.
- Ensure to track, measure, report and evaluate vendor performance quarterly.
- Troubleshoot all vendor problems and present to management as required.
- Ensure to collaborate with DT stakeholders to assure vendor partners are effectively managed plus contracts are completely leveraged.
- Responsible to perform governance coordination with business stakeholders to measure executive/business satisfaction for vendors' performance.
- Responsible to perform financial performance management, Invoice management, budget support (Capital and Expense) and Contract pricing adjustments.
- Support Supplier Lifecycle Operations (SLO) implementation on NOW platform
- Responsible for performing service and work order management.
- Initiate SOW PURs and manage them until PO creation by working with various internal stakeholders, e.g., Sourcing, Procurement, Legal, Finance, Supplier enablement, etc. teams.
- Manage contract change control.
- Responsible for Project performance management, performance trending and corrections and maintain performance management recalibration.
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 5+ years of hands-on Hardware and Software lifecycle experience.
- 3+ years knowledge of Vendor management activities
- Experience interpreting contract terms and conditions
- Deep knowledge of Configuration Management practices.
- Demonstrated ability to use ServiceNow platform.
- Strong customer-focus and demonstrated experience working with/meeting business users' requirements
- Proven vendor management skills - setting and measuring SLAs and KPIs
- Broad knowledge of IT Asset Management and Discovery tools.
- Demonstrated ability to manage tasks/projects to required deadlines.
- Excellent written and verbal communication skills.
- Attention to detail and Proven researching ability.
- Effective judgement in prioritizing and time allocation.
- Builds Trust, Innovate and problem-solving skills.
- Ability to research hardware and software trends.
The role involves managing and maintaining the integrity and completeness of IT asset inventories, including both hardware and software databases. It requires acting as a liaison between development and operations teams to communicate changes and expected issues in the production environment for asset management. The individual will govern managed services partners to ensure requests and incidents are closed within SLAs and manage the software asset portfolio, including acquisition, request fulfillment, utilization, tracking, compliance, and final disposition of assets.
Key responsibilities include managing contracts and relationships to maximize value creation and costs for software licensing, maintenance, and service offerings. The role also involves collecting information for budgeting, software compliance and inventory, contract summaries, and cost comparisons, as well as reporting and analyzing software installations versus software licenses.
The individual will identify opportunities for process enhancements and efficiency gains for software and hardware, participate in defining requirements, processes, and procedures for asset management strategies, and contribute to ongoing improvement initiatives to automate and achieve operational excellence. They will work alongside teams within the business or management team to establish business needs and perform analysis to assist with the management of maintenance, support, and license renewals in advance of their expiration.
Maintaining a hardware inventory of assets within the appropriate management systems and ensuring assets are properly documented is also part of the role. The individual will submit purchase requests for new software, hardware assets, and Suppliers SOWs as needed, coordinate with enterprise procurement and accounting areas and vendors on ordering, receiving, and invoicing of software/hardware assets, and provide support to IT and Legal areas in contract management.
Additionally, the role includes providing reporting to support ITAM Governance activities, leading Supplier Lifecycle operations, managing external vendor relations within Digital Technology, coordinating all vendor management tasks, ensuring enterprise-wide needs for due diligence, risk assessment, and continuing vendor monitoring are accomplished, and helping coordinate vendor processes and methods to approve vendors.
The individual will track, measure, report, and evaluate vendor performance, troubleshoot vendor problems, collaborate with DT stakeholders to ensure vendor partners are effectively managed, prepare processes and manage analysis, selection, and transition, monitor contractual agreements for all DT function's vendors, perform governance coordination with business stakeholders, perform quarterly vendor performance reviews, and manage financial performance, invoice management, budget support, and contract pricing adjustments.
Finally, the role involves leading Supplier Lifecycle Operations implementation on the NOW platform, performing service and work order management, initiating SOW PURs and managing them until PO creation, managing contract change control, performing SLA and performance validation, and managing project performance, performance trending, corrections, and performance management recalibration.
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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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