SAM Technical/Operational Manager

Job Description Job Description The Opportunity - Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare. - Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. - Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats. Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our companys IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy. A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers. Role Overview The SAM Technical/Operational Manager will report to the ITAM Operational Lead and play a crucial role in supporting both operational and technical aspects of Software Asset Management (SAM) service across the organization. This position will focus on the technical implementation, maintenance, and support of SAM tool, ensuring high reliability, performance, and security as well as supporting driving key SAM operational activities The role will be part of a center-led Software Asset Management Service to ensure compliant, cost effective and efficient utilization of software in partnerships with Software Owners across our company. Our company is driving a multi-year IT transformation that requires an operationally and technically focused SAM Service to support the effective utilization of third-party software as underpinning technologies in support of our broader overall IT initiatives of moving to the cloud, data and analytics and an agile product team centric operating mode as key elements of the IT change. In addition, this role is expected to work as an advocate and expand the utilization of SAM services and data as a foundational element within IT to deliver breakthrough results, driving overall innovation and automation. This position operates as a business partner together with HAM proposing ideas and innovative solutions that enable new organizational capabilities through the efficient management of software products. We collaborate internationally to deliver the services and solutions that enables the commercialization of our medicines, vaccines, and Animal Health products. What Will You Do In This Role - Oversee and optimize the use of ServiceNow SAM Pro (experience with other SAM tools is a plus). - Ensure accurate and complete data within SAM Pro, including entitlement records, software catalog, and normalization rules. - Perform data management activities (e.g., imports/exports, bulk updates, error resolution) to keep SAM data reliable. - Troubleshoot and resolve functional data issues (e.g., discovery mismatches, normalization conflicts), escalating technical issues to the platform team as needed. - Build and maintain dashboards, reports, and analytics to support stakeholders across IT, Procurement, and Finance. - Partner with the ServiceNow platform team to support enhancements, configuration updates, and tdevesting of new features. - Document processes, user guides, and knowledge base articles to support SAM adoption. - Work with stakeholders to improve data capture, system adoption, and SAM-related processes. - Coordinate tool-related updates and report progress to functional and project managers. What Should You Have - Bachelor's degree in Information technology, Computer Science, Finance, Business or any Technology stream. - 3+ years of technical experience IT System Management Experience (preferably in ITAM); HAM familiarity is a key advantage - ServiceNOW Familiarity - Technical familiarity (such as maintenance, support, implementation) with ITAM tool such as ServiceNow SAMPro and others - Understanding of software asset management lifecycle processes is an advantage - Strong analytical skills for interpreting and validating data. - Ability to work independently and collaborate effectively in cross-functional teams. - Proven problem-solving skills with capability to provide technical support and resolve complex issues. - Effective communication to present findings and insights clearly. - Quick learner with adaptability to complex technologies; customer- and product-focused mindset Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation. Who We Are We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world. What We Look For Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join usand start making your impact today. #HYDIT2025 Required Skills Audit Management, Business Process Improvements, Data Modeling, Governance Management, Information Systems Strategy, Quality Assurance (QA), Stakeholder Relationship Management Preferred Skills Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status Regular Relocation VISA Sponsorship Travel Requirements Flexible Work Arrangements Hybrid Shift Valid Driving License Hazardous Material(s) Job Posting End Date 10/24/2025 - A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Requisition ID R368110