Position: SAM SME+ Performance Analytics SME

Location: Melbourne, VIC

Duration: 12 months

Role Overview The ServiceNow Performance Analytics SME will design, develop, and maintain enterprise-grade dashboards, scorecards, KPI frameworks, reports, and automated reporting solutions. The ideal candidate will have solid expertise in ITAM, CMDB, Software Asset Management (SAM), software compliance, and service management reporting.

This role requires extensive experience in ServiceNow Performance Analytics, dashboard development, data modelling and automated reporting.

The ServiceNow SAM SME is responsible for designing, implementing, configuring, and optimising Software Asset Management capabilities using ServiceNow SAM Professional. The role delivers software compliance, licence optimisation, entitlement management, publisher-specific licensing solutions, and software governance frameworks.

Key Responsibilities

- Design and develop ServiceNow Performance Analytics solutions, including KPIs, indicators, breakdowns, scorecards, widgets, and dashboards.
- Lead end-to-end ServiceNow SAM Pro technical configuration
- Configure software models, software catalogues, reconciliation rules, and normalisation processes.
- Create executive, operational, governance, and compliance dashboards across ITAM, CMDB, Software Asset Management, and Service Management domains.
- Develop trend, forecasting, benchmarking, and historical reporting capabilities.
- Build business service-level reporting frameworks aligned with organisational objectives.
- Develop dashboards for software license compliance, license utilisation and optimisation, EOL/EOS tracking, software spend visibility, vendor compliance,



and SaaS consumption analytics.
- Produce audit-ready compliance reports and executive scorecards.
- Establish governance reporting aligned with CSDM and CMDB maturity objectives.
- Automate report generation, scheduling, distribution, and notifications.
- Design reusable reporting frameworks and automated data collection mechanisms.
- Improve reporting efficiency through workflow automation and data quality checks.

Stakeholder Engagement

- Collaborate with ITAM, CMDB, Infrastructure, Security, Operations, Audit, and Service Management teams.
- Facilitate reporting workshops and KPI definition sessions.

Platform Governance and Best Practices

- Define Performance Analytics development standards and reporting governance.

ServiceNow Expertise

- 8-10 years of ServiceNow development experience.
- 5+ years of hands-on ServiceNow Performance Analytics experience.
- Strong expertise in Performance Analytics, Reporting and Dashboards,
- Advanced knowledge of indicators, automated indicators, formula indicators, breakdown sources, interactive filters, Analytics Hub, and Dashboard Designer.
- Strong understanding of the ServiceNow data model and
- Proficiency in JavaScript, Glide APIs, and ServiceNow scripting.
- Experience with Power BI and enterprise reporting tools is advantageous.

Certifications

Mandatory

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – Software Asset Management Professional (SAM Pro) (Mandatory)

Preferred

- ServiceNow Certified Application Developer (CAD)
- ITIL Foundation
- ServiceNow Certified Implementation Specialist – Hardware Asset Management (HAM Pro) (Desired)

📌 SAM SME+ Performance Analytics SME (Melbourne)
🏢 Burgeon IT Services
📍 Melbourne