Software Asset Management Analyst I

ROLE OVERVIEW

The Software Asset & License Analyst I is the front line of the software service, working the high-volume request queues to tight turnaround targets: listed software requests within 3 days, standard SaaS provisioning within 1 day, and licence-issue resolution for users who cannot get into the software they need. The role is measured on speed and accuracy — the queue is large enough that consistency matters more than individual heroics, and errors here surface later as compliance gaps or duplicate spend.

The associate works of the three IST-anchored shifts under that shift's Level III lead, with a Level II analyst mentoring day to day. Five of these roles exist — on APAC and two each on EMEA and NAMER

• The role is deliberately bounded: anything carrying legal, privacy or commercial judgment — unlisted software, signed agreements, high-risk use cases, contract events — is escalated rather than decided, and knowing where that line sits is a core competency of the job.

KEY RESPONSIBILITIES

1.  Listed Software Request Fulfilment

• Execute listed-software requests via storefront and ticket queues, consistently achieving the 3-day turnaround SLA.

• Optimize license utilization by identifying reusable entitlements before proceeding with new fulfillment or procurement.

• Validate requester eligibility against product constraints and delivery restrictions to ensure compliant fulfillment.

• Maintain real-time accuracy of asset and entitlement records throughout the license lifecycle.

2.  SaaS Provisioning & Access Verification

• Fulfill standard SaaS requests within 24 hours, verifying active user access prior to ticket closure.

• Apply precise account tiering (e.g., Developer vs. Collaborator) to match publisher-specific license structures.

• Audit automated provisioning outputs, proactively flagging and resolving failures to prevent service gaps.

• Manage routine deprovisioning; escalate complex scenarios involving data-loss risks to Level II analysts.

3.  Licence Issue Resolution & User Support

• Resolve technical license issues—including activation and access errors—within shift-specific resolution targets.

• Guide users through software deployment, including the configuration of hosted floating-license pools.

• Escalate server-side technical issues to Level III and commercial/legal inquiries to Level II with detailed context.

• Deliver clear, professional user support to drive high customer satisfaction scores (CSAT).

4.  Queue Hygiene, Data Handling & Documentation

• Uphold rigorous ticket hygiene and category coding to ensure accurate reporting and trend analysis.

• Protect sensitive data by immediately transferring tickets containing keys or audit info to private queues.

• Enforce operational boundaries by escalating unlisted software and high-risk use cases rather than self-actioning.

• Proactively monitor intake forms to flag ageing items for handover before the shift window closes.

• Adhere strictly to SOPs while contributing improvements to the shared knowledge base.

PERFORMANCE & SERVICE LEVELS

Indicative performance targets for the role; final service levels are confirmed on engagement and measured per shift.

• Listed Software Turnaround: fulfil listed-software requests within the 3-day target.

• SaaS Provisioning Turnaround: complete standard SaaS provisioning within the 1-day target, with user access verified before closure.

• First-Time-Right: sustain high accuracy on catalogue item, edition, quantity and tier selection, since rework here creates duplicate spend and compliance noise.

• Escalation Discipline: 100% of bounded exclusions — unlisted software, signed agreements, high-risk use cases — escalated rather than actioned.

• Data Handling: 100% of sensitive tickets moved to the private queue on identification.

• Ticket Hygiene: correct category coding and complete records on every ticket worked.

• Customer Satisfaction: meet the shift's customer satisfaction and time-to-resolve targets.

TOOLS & SYSTEMS

• Queue & Ticketing: the enterprise ticketing queue system with category coding, issue tracking, and the private queue for sensitive tickets.

• Storefront & Provisioning: the internal software storefront and catalogue, and the provisioning and automated deprovisioning platforms.

• Entitlement Records: Flexera / ServiceNow SAM for entitlement and assignment records.

• Reference & Knowledge: the SOP knowledge base, product catalogue and publisher playbooks.

REQUIRED SKILLS & EXPERIENCE

Mandatory

• 1–3+ years in IT service desk, software provisioning, asset administration or a comparable high-volume transactional operations role.

• Demonstrated accuracy and throughput on a ticket-based queue against defined turnaround targets.

• Basic understanding of software licensing concepts — entitlement, assignment, seat counts and the difference between installed and SaaS delivery.

• Sound judgment about the limits of the role: able to recognise a request that must be escalated rather than fulfilled.

• Comfortable working of three IST-anchored shifts, including the NAMER window (22:00–06:00 IST).

• Clear, courteous English communication with end users.

Preferred

• Exposure to software asset management or IT asset management tooling (Flexera, ServiceNow SAM).

• Experience with an enterprise software storefront or self-service catalogue.

• Familiarity with major publisher provisioning flows and account tiering.

• Spreadsheet proficiency for tracker and reporting support.

• Foundation-level ITIL or software asset management certification, or working towards.