Website Up2date Technologies
RE::ServiceNow GTM Technical Functional Support Analyst(EMS)
Location::Dallas, TX
Job Summary
The ServiceNow GTM Technical Functional Support Analyst L2 EMS is a specialized role responsible for ensuring accurate, timely, and compliant management of customer entitlements. This position provides Level 2 (L2) technical and functional support for the Entitlement Management System (EMS), leveraging expert knowledge of SAP Entitlement Management (SAP EMS) and its integration with the ServiceNow Platform. This role plays a critical part in maintaining entitlement data integrity, ensuring seamless GTM fulfillment operations, and supporting audit-ready licensing processes.
Key Responsibilities:
1. L2 EMS Technical & Functional Support
Act as the L2 escalation point, performing deep-dive triage, diagnosis, and resolution of complex production incidents involving entitlement creation, consumption, reconciliation, and synchronization.
Troubleshoot SAP EMS entitlement engine issues (e.g., licensing rules, contract structures, configuration inconsistencies).
Conduct thorough Root Cause Analysis (RCA) for recurring issues and recommend scalable permanent fixes.
Manage ServiceNow support tickets end-to-end with strict SLA adherence and high service quality.
2. SAP EMS & ServiceNow Integration Maintenance
Understand and maintain end-to-end entitlement data flows from SAP EMS ServiceNow downstream GTM systems.
Troubleshoot integration failures (e.g., web service/API errors, data mapping issues, transformation failures).
Perform minor ServiceNow configuration changes (Business Rules, Script Includes, data mapping).
Monitor data quality, pipeline health, and entitlement-related system performance indicators.
3. GTM Process & Knowledge Management
Document complex procedures/workarounds and contribute to the EMS Knowledge Base for L1 and business users.
Partner with Order Management, Finance, Licensing, and GTM teams to ensure entitlement processes meet compliance and business requirements.
Participate in UAT for SAP EMS patches, ServiceNow releases, and entitlement-related enhancements.
Required Qualifications:
Education & Experience
Bachelor s degree in IT, Computer Science, Engineering, or related field.
3+ years in enterprise application support or technical analyst roles.
2+ years supporting or administering ServiceNow (ITSM, CSM, or Asset modules).
Direct hands-on experience with an Entitlement Management System (preferably SAP EMS).
Specialized Skills (SAP EMS)
Deep functional & technical knowledge of SAP EMS.
Understanding of SAP entitlement/licensing data integrations (IDocs, APIs, replication).
Expertise in complex licensing models, SaaS usage tracking, and entitlement reconciliation.
Technical Skills:
ServiceNow configuration proficiency (forms, lists, reports, ACLs, workflows, scripting).
Experience troubleshooting REST/SOAP integrations, data transformations, and payload analysis.
Understanding of relational database concepts and basic SQL.
Familiarity with ITIL processes.
Preferred Qualifications
ServiceNow CSA certification.
SAP EMS or SAP S/4HANA relevant module training.
Experience with Salesforce or financial systems supporting the entitlement lifecycle.
Background in SaaS licensing or technology product companies.