IT Specialist

Location

Bengaluru, India

Country

India

Contract type

Permanent

Work pattern

Full Time

Market

Various

Discipline

Information technology

Job ref

11799

Recruiter contact

Supriya Yadavalli

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.

We are proud to be part of an ever-changing global industry, delivering transformative work that's defining our future. It's our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you'll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Job Description:

The IT Asset, Software & Configuration Specialist works with a global team to lead strategic process improvement initiatives across software asset and configuration management. While the role leverages ServiceNow ITOM capabilities, particularly discovery and CMDB, it is primarily focused on maturing Software Asset Management (SAM Pro) within ServiceNow, managing its dependencies across the platform, and driving continuous improvements to maximise value and ensure alignment with Group IT OKRs.

The role is also responsible for designing, executing, refining, and documenting SAM processes within ServiceNow, ensuring they are scalable, repeatable, and aligned with service delivery objectives.

A key aspect of the role is establishing strong governance around SAM, with particular emphasis on leveraging and monitoring discovery sources to ensure data is accurate, complete, and reliable. The specialist is accountable for driving the maturity of SAM practices and the development of SAM capabilities within ServiceNow, contributing to enhanced software visibility, improved data integrity, and operational excellence across the IT Group.

Key duties and responsibilities include:

• Develop IT Service Improvement Plans (SIPs) to address gaps, enhance performance, and align with Group IT objectives.

• Serve as the subject matter expert for SAM Pro, supporting issue intake, queries, and enhancement requests. Lead design discussions with key team members and contribute to project deliverables.

• Document all SAM processes, workflows, and data models to support transparency, training, and operational continuity.

• Design, execute, refine, and document Software Asset Management (SAM Pro) processes within ServiceNow, ensuring they are scalable, repeatable, and aligned with service delivery goals.

• Drive the maturity of SAM practices and capabilities in ServiceNow, identifying opportunities for simplification, cost savings, risk reduction, and operational efficiency across the asset estate.

• Manage SAM-related dependencies across ServiceNow modules, including CMDB and Asset Management, to ensure cohesive and reliable data flows.

• Leverage and monitor ACC as the primary discovery source to maintain accurate, complete, and trustworthy software asset data.

• Establish and maintain governance frameworks for SAM, defining standards and controls to support data integrity, audit readiness, and process consistency.

• Create performance metrics and dashboards using ServiceNow Performance Analytics to evaluate SAM process effectiveness and maturity.

• Identify and assess risks associated with SAM and related IT processes, proposing effective mitigation strategies.

• Promote process excellence by researching industry best practices and exploring new ServiceNow functionalities to improve, automate, and optimise SAM operations.

• Build and maintain constructive relationships with stakeholders across IT and business units, ensuring clear communication and collaboration.

Candidate Specification:

Essential:

• Proven experience in Software Asset Management (SAM Pro), with hands on involvement in process design and improvement.

• Experience in developing and managing IT Service Improvement Plans (SIPs) to drive measurable improvements.

• Ability to interpret, translate, and work with data to identify trends, gaps, and opportunities for improvement.

• Proven ability to define, track, and report on KPIs related to SAM performance, data quality, and process maturity.

• Strong working knowledge of ServiceNow, particularly SAM Pro, CMDB, and related dependencies.

• Familiarity with ACC or similar discovery tools used to support software asset data accuracy.

• Demonstrated ability to document and refine IT processes aligned with governance and service delivery objectives.

• Solid understanding of ITIL principles and service management frameworks.

• Strong analytical and reporting skills, including experience with ServiceNow Performance Analytics.

Desirable:

• ServiceNow Certified Implementation Specialist – SAM or ITOM.

• Experience in working in a global IT Team.

• Exposure to IT Service Improvement Plans (SIPs) and continuous improvement initiatives.

• Experience with risk identification and mitigation in IT asset processes.

• Familiarity with performance metrics and KPI development, including reporting through ServiceNow Performance Analytics.

• Understanding of configuration management and its role in supporting SAM.

• Ability to interpret and work with data to identify trends, gaps, and opportunities for process improvement.

Personal Attributes:

• Process-minded, with a strong ability to identify inefficiencies and implement structured improvements.

• Proactive and results-driven, with a continuous improvement mindset focused on maximizing value from SAM Pro.

• Detail-oriented, with a commitment to maintaining high standards of data quality and governance.

• Analytical thinker, confident in working with data to generate insights, track performance, and support decision-making.

• Collaborative and confident in engaging stakeholders across technical and business teams.

• Adaptable and comfortable working in a dynamic, fast-paced environment.

• Strong communicator, able to clearly articulate technical concepts and process changes to diverse audiences.

Flexible working

At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing