Sr Engineer, Software

This role is responsible for designing, engineering, and deploying ServiceNow ITAM solutions that support high-availability operations and deliver reliable, automated service workflows across T-Mobile. The position focuses on enhancing ITAM module streamlines IT asset management processes to reduce costs and risks, while implementing modern engineering practices, automation frameworks, and integration patterns.

The engineer collaborates with cross-functional teams to streamline operational processes, reduce manual effort, strengthen service reliability, and improve user experience for, support teams, and business partners. This role requires independent judgment to recommend and implement improvements to ITAM architecture, workflow logic, automations, and data quality strategies that support organizational outcomes.

Success is measured by:

• Accurate, enterprise-wide hardware asset inventory integrated with CMDB.
• Reduced manual effort via automated procurement, deployment, and retirement workflows.
• Improved lifecycle governance, ensuring assets are complete, correct, and compliant.
• Reliable audit trails and reporting for asset certification and attestation
• Accurate tracking of entitlements, consumption, and compliance across all software publishers.
• Optimized license usage with reclaimed/harvested licenses reducing cost.
• Improved audit readiness with effective license position (ELP) reports and compliance dashboards.

Job Responsibilities:

Hardware Asset Management (HAM):

• Design, configure, and implement ServiceNow HAM solutions to manage hardware assets throughout their lifecycle (procurement, deployment, maintenance, retirement).
• Build automated workflows for requests, transfers, and decommissioning.
• Integrate HAM with CMDB, Discovery, and Procurement systems.
• Maintain MID Servers, webhooks, and orchestration supporting HAM processes.
• Ensure data accuracy, governance, and compliance through certification and attestation.

Software Asset Management (SAM):

• Configure and optimize ServiceNow SAM Pro for discovery, normalization, reconciliation, and compliance.
• Develop custom scripts and workflows to automate license management, harvesting, and reclamation.
• Integrate SAM with procurement, HR, AD, and discovery tools to align entitlements and usage.
• Gather, document, and validate business requirements for HAM and SAM processes, including hardware lifecycle, software entitlements, SaaS management, and compliance needs.
• Implement entitlement imports, normalization rules, reconciliation jobs, and compliance logic.
• Build custom dashboards and reports for license position, usage optimization, and compliance audits.
• Enforce compliance through business rules, workflows, and custom license models.
• Assess new ServiceNow features, plugins, and architectural patterns
• Stay current on ServiceNow releases to identify opportunities to modernize ITAM capabilities using AI, predictive intelligence, virtual agent, and next-generation automation. Recommend and implement enhancements that reduce operational overhead and expand platform maturity.
• Produce technical documentation and design specifications
• Document workflow logic, integration patterns, API specifications, catalog structures, change models, data flows, and operational runbooks to support long-term maintainability and engineering alignment.
• Support ITAM improvement initiatives and cross-functional transformations
• Contribute to environment cleanups, process optimization efforts, data migrations, governance structures, and platform expansion projects to support the enterprises broader IT and service transformation goals.

Education & Work Experience:

• Bachelors degree in computer science or engineering
• 47 years of technical engineering experience, including hands-on ServiceNow development and ITAM (HAM and SAM) process automation
• Hardware Asset Management (HAM):Lifecycle (procurement to disposal), asset tagging, inventory controls, discovery.
• Software Asset Management (SAM):License compliance, publisher metrics (Microsoft, Oracle), subscription optimization, contract management

Knowledge, Skills, and Abilities

• Strong communication skills (Required)
• Customer-centric mindset with experience supporting operational teams (Required)
• Analytical skills to troubleshoot workflow issues, optimize processes, and interpret service data (Required)
• Technical writing and documentation experience (Required)
• Understanding of ITIL processes, ITSM fundamentals (Required)
• CMDB/CSDM:Understanding the Configuration Management Database and Common Service Data Model.
• Expertise in JavaScript, Glide API, REST integrations, Flow Designer, and modern engineering best practices
• Platform Basics:Navigation, Forms, Tables, Lists, ACLs, Reporting