Director IT Asset Management Service Now

Responsibilities:

• Establishes and operates end-to-end IT asset lifecycle processes – spanning procurement, onboarding, active management, and retirement – for both hardware and software assets within ServiceNow, ensuring lifecycle workflows are standardized, automated, and aligned to operational and compliance requirements across Penn Medicine.
• Builds, leads, and develops the IT Asset Management team, including direct reports and contracted resources; sets performance expectations, develops talent, fosters a culture of data quality and continuous improvement, and ensures team capability is aligned to program maturity and organizational needs.
• Owns data quality, integrity, and governance for all asset records within ServiceNow, including asset normalization, reconciliation, data standards enforcement, and lifecycle accuracy, ensuring a single, trusted source of truth for hardware and software assets across the enterprise
• Leads the configuration, management, and continuous improvement of ServiceNow HAM and SAM capabilities, including integrations with discovery tools, procurement systems, identity platforms, endpoint management solutions, and vendor data sources, ensuring platform functionality supports enterprise asset lifecycle requirements.
• Defines and governs the enterprise HAM and SAM operating model, including RACI frameworks, cross-functional roles and responsibilities, governance review cadences, and formal engagement models with Procurement, Finance, Information Security, Infrastructure, and Clinical Engineering.
• Manages enterprise software entitlements, licensing agreements, and vendor contract data within ServiceNow, supporting renewal planning, vendor negotiations, license optimization, and audit readiness; ensures accurate alignment between deployed software, purchased entitlements, and financial commitments.
• Drives automation of asset onboarding, provisioning, license allocation, and reclamation workflows within ServiceNow, reducing manual effort, improving data accuracy, and accelerating asset lifecycle velocity across the organization.
• Ensures integration of IT asset management with the Configuration Management Database (CMDB) and ITSM processes, enabling accurate configuration item data, dependency mapping, incident and change management support, and audit trail integrity across infrastructure and service management workflows.
• Develops and reports on IT asset management KPIs and dashboards, including cost savings, license optimization outcomes, compliance posture, data quality metrics, and asset lifecycle performance; provides regular reporting to IT leadership, Finance, and executive stakeholders.
• Ensures compliance with regulatory, security, and audit requirements applicable to IT assets, including hardware and software tracking, regulated device management where applicable in clinical environments, and preparation of accurate evidence packages for internal and external audits.
• Manages the ServiceNow platform configuration, enhancement roadmap, release management, and vendor relationship for HAM and SAM modules, including coordination with implementation partners, ServiceNow account teams, and internal ServiceNow platform governance bodies.
• Leads continuous improvement of IT asset management processes, data governance practices, and platform capabilities, increasing program maturity, expanding asset visibility, and delivering measurable value realization through cost optimization and compliance improvements.
• Partners with Procurement, Finance, Information Security, Infrastructure, and Clinical Engineering to align asset management processes with procurement workflows, financial planning cycles, security compliance requirements, and clinical technology governance.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

• Bachelor of Arts or Science in Computer Science, Computer Engineering, Information Systems, or related field  (Required)
• 8+ years IT operations, asset management, enterprise platform management, or related disciplines, with demonstrated depth in hardware and software asset lifecycle management in complex, multi-domain organizational environments (Required)
• 3+ years Leading or implementing IT Asset Management programs (HAM and/or SAM) using an enterprise platform, with demonstrated outcomes in data quality, compliance, and cost optimization (Required)
• 3+ years direct people management experience, including leading technical operations or platform teams (Required)