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 one 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 — one 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 one 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 one.