THE OPPORTUNITY

Our mission is simple but powerful: to protect and improve the health of all people in Washington. Every role in our agency supports that mission, and our Office of Innovation and Technology (OIT) makes it possible by delivering secure, reliable technology that keeps public health moving forward.

We’re looking for a Software Asset Manager to join our team and ensure the tools and systems our workforce relies on are managed with accuracy, compliance, and efficiency. In this role, you’ll not only keep software licenses in check, you’ll also be a key player in helping the agency run smoothly, securely, and cost-effectively. This role is part of a highly skilled IT team that ensures DOH staff, and public health partners across the state, can access the systems and data they need to serve Washington’s communities. From supporting thousands of employees to keeping mission-critical public health operations running, your work will have a direct, statewide, and even national impact.

Why You’ll Love This Role

• Impact that matters: Your work supports statewide public health programs, WIC clinics, local health jurisdictions, labs, hospitals, and even national partners like the CDC.
• Innovation meets service: You’ll use modern tools like ServiceNow, SCCM, and automation to streamline processes and improve user experiences.
• Collaboration at scale: Work alongside IT experts across security, operations, data, and architecture, and partner with business units, vendors, and other state agencies.
• Growth and mentorship: You’ll guide less experienced technicians, contribute to knowledge-sharing, and continue building your expertise with emerging technologies.

Key Responsibilities:

As the Software Asset Manager, you will:

• Oversee the full lifecycle of agency software—from procurement and deployment to monitoring and retirement, ensuring compliance and cost-effectiveness.
• Administer and manage the ServiceNow Software Asset Management (SAM) module, keeping asset records accurate and audit-ready.
• Lead audits, license reconciliations, and usage reviews to reduce risk and improve efficiency.
• Provide advanced troubleshooting and support for enterprise applications, workstations, and software deployments.
• Collaborate with IT security, procurement, and finance teams to align software management with agency policies and security standards.
• Mentor junior IT staff and share best practices to improve overall team performance.
• Contribute to continuous service improvement by analyzing feedback, streamlining processes, and implementing automation.

The ideal candidate is a dependable team player who communicates clearly, manages their time and priorities well, and approaches challenges with curiosity and problem-solving skills. They thrive in a customer-focused environment, making technology feel accessible while treating every interaction with patience, equity, and respect. This person takes accountability for their work, seeks continual growth, and contributes to a positive team culture by supporting colleagues, owning mistakes, and showing humility and forgiveness when learning together. With strong technical competence, a collaborative mindset, and a commitment to inclusion, they not only keep systems running smoothly but also strengthen trust across the organization.

We value all relevant experience (paid or unpaid) and encourage applicants from all backgrounds. You must meet at least ONE of the options provided and any additional criteria listed. Experience may have been gained through paid or unpaid activities. While “Preferred Experience” is not required, these skills or experiences can help you stand out as a candidate.

REQUIRED QUALIFICATIONS – JOURNEY LEVEL

Experience may have been gained concurrently. Advanced degrees may count for 1 year of experience in option 3. 

And the following Experience, Knowledge, Skills, and Abilities:

• At least two (2) years managing software or IT assets, including license management, entitlement tracking, audits, reconciliation, and vendor coordination.
• At least three (3) years using ServiceNow or a similar IT service management platform for incident resolution, request fulfillment, asset tracking, and reporting.
• Experience with the Software Asset Management (SAM) module in ServiceNow (or a similar tool) for license tracking and compliance.
• At least two (2) years installing, configuring, supporting, and maintaining enterprise systems, workstations, and applications, including resolving complex technical issues.
• At least two (2) years providing Tier 1 or Tier 2 IT support for end users both in person and remotely.
• Skilled at troubleshooting complex problems, identifying root causes, and resolving escalated issues that affect multiple users or groups.
• At least one (1) year developing or maintaining IT processes, documentation, knowledge base content, or quality assurance activities aligned with service management practices (e.g., ITIL).
• At least one (1) year managing user and group access rights and permissions to meet security and least-privilege standards.
• Experience packaging, testing, and deploying software using enterprise tools such as SCCM, MSI, Intune, or Group Policy.
• Knowledge of IT service management practices, including incident management, change management, and continuous improvement.
• Knowledge of software licensing models and vendor contract requirements.
• Experience conducting asset reviews, compliance checks, or quality assurance assessments.

REQUIRED QUALIFICATIONS – ENTRY/IN-TRAINING LEVEL

Experience may have been gained concurrently. Advanced degrees may count for 1 year of experience in option 3. 

And the following Experience, Knowledge, Skills, and Abilities:

• One year (1) of experience installing, configuring, supporting, and maintaining enterprise systems.
• Experience managing software or IT assets, including license management, entitlement tracking, audits, reconciliation, and vendor coordination.
• Experience using ServiceNow or a similar IT service management platform for incident resolution, request fulfillment, asset tracking, and reporting.
• Basic Awareness of Software Asset Management (SAM) module in ServiceNow (or a similar tool) for license tracking and compliance.
• Experience providing Tier 1 or Tier 2 IT support for end users both in person and remotely.
• Experience at troubleshooting, identifying root causes, and resolving escalated issues that affect multiple users or groups.
• Experience developing or maintaining IT processes, documentation, knowledge base content, or quality assurance activities aligned with service management practices (e.g., ITIL).
• Knowledge of software and hardware concepts, including installation, configuration, and troubleshooting.
• Knowledge of system administration concepts and practices across enterprise applications, operating systems, and desktop environments.
• Knowledge of IT policies, security standards, and best practices.
• Ability to explain technical issues in plain language to non-technical customers.

About Washington State Department of Health

Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day. We help ensure a safer and healthier Washington by: Working to improve health through disease and injury prevention, immunization, and newborn screening Providing health and safety information, education and training so people can make healthy choices Promoting a health and wellness system where we live, learn, work, play and worship Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies

Connections working at Washington State Department of Health