Manager, SAM Operational Analyst

Job Description
(Specialist) SAM Operational Manager (for Software Asset Management Service)
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 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 inventories accurate, executing entitlement uploads, running reconciliations, and supporting ELP vendor deliveries. Producing repeatable reports and dashboards that inform renewals, audit readiness, and optimization. This is a "hands‑on" role focused on quality, cadence, and service excellence in our SAM operations, ensuring high reliability, performance 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
Maintain SAM data quality (primary focus)

• Maintain software entitlement data in ServiceNow SAM Pro prepare inventory & entitlement packs, and collaborate with Procurement/Product Owners to validate Entitlement Summary files prior to import.
• Assist software discovery & normalization steward model/recognition rules, tune normalization, and validate catalog coverage against discovery sources.
• Support license reconciliation activities run reconciliation jobs on schedule, troubleshoot deltas, and maintain recognition and license model rules.

ServiceNow & Process enablement

• Execute SNOW workflows (ownership, approvals, reclamation), manage imports/integrations, and support light automations (e.g., Flow Designer/IntegrationHub patterns within guardrails).
• Track Software Center ownership/approval controls and keep standard operational reports/dashboards current.

Vendor management support

• Prepare entitlement packs and perform constant validation against Ariba/contract artifacts; ensure timely, accurate uploads to SAM Pro.

Operational execution & reporting

• Prepare/import entitlement files, support standard ELP/usage reports, execute defined workflows, and address reporting/technical gaps by raising defects or implementing approved configuration fixes.

Documentation & evidence

• Maintain SOPs/runbooks/job aids for imports, recognition, reconciliation, and workflows; help prepare audit/true‑up documentation and evidence packs.

Reclamation & lifecycle controls

• Support software reclamation by identifying candidates from usage and ownership signals, performing DQ corrections, and updating documentation.
• Generate and review software usage reports; monitor lifecycle events (installs, removals, renewals) to inform controls and ELPs.

Backlog triage & team coordination

• Screen licensing for backlog vendors (lightweight assessments) to prioritize deep dives and renewals.
• Coordinate across teams for tool updates and report status to both the functional SAM lead and relevant project managers per governance cadence.

What Should You Have

• Bachelor's degree in IT, Computer Science, Business, or related field.
• 2–4+ years in SAM/ITAM operations or IT systems management with strong analytical and reporting skills.
• Hands-on experience with entitlement imports, recognition/model maintenance, reconciliation, workflows, and reporting.
• ServiceNow SAM Pro expertise (mandatory); familiarity with other SAM tools is a plus.
• Solid understanding of vendor licensing fundamentals, SAM lifecycle processes; ITAM certification preferred.
• Ability to resolve reporting gaps, perform SW data quality checks, and understand SW data integrations sources (eg.SCCM, Nexthink/VDI, Jamf, Qualys).
• Knowledge of SW contract, SOW and others documentation (Ariba)
• HAM knowledge is an advantage.
• Strong collaboration, communication, and problem-solving skills; ability to work independently and lead small initiatives.
• Customer-focused mindset and ability to learn complex technologies quickly

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 us—and start making your impact today.

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
10/30/2025

• A job posting is effective until PM 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
R368109