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 accurate 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 R