Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.

The Software Licensing Specialist is responsible for managing and optimizing software licenses within an organization to ensure compliance, cost-efficiency, and adherence to legal requirements. They play a crucial role in advising on software procurement, license negotiations, and maintaining an accurate inventory of software assets. 1. Data Collection: Work with client end users to assist in the data collection process, enabling a smooth and efficient end to end review process that meets our client timelines. 2. License Compliance: Monitor and enforce compliance with software licensing agreements to prevent legal issues and financial penalties. Manage the delivery of multiple software license compliance reviews and generate Effective License Positions (ELPs) to agreed timeframes and budgets. 3. License Procurement: Collaborate with procurement teams to negotiate and acquire software licenses at the most favorable terms and pricing. 4. Inventory Management: Maintain an up-to-date inventory of software licenses, tracking usage, expiration dates, and renewal requirements. 5. Cost Optimization: Identify opportunities to reduce software licensing costs while maintaining required functionality. 6. Vendor Relations: Build and maintain relationships with software vendors, staying informed about updates, changes in licensing models, and future licensing trends. 7. Policy Development: Develop and implement software licensing policies and guidelines to ensure consistency and compliance across the organization. 8. Audits and Reporting: Conduct regular software license audits, prepare reports, and provide recommendations for optimization. 9. Training and Education: Educate internal teams on software licensing compliance and best practices. Licensing Skills: A good understanding of the ITAM/SAM vocabulary and terms Good understanding of different licensing models applicable to at least one Tier 1 vendor (Oracle, Microsoft, IBM, SAP) and at least two Tier 2 vendors (Adobe, Vmware, BMC, Quest, etc.) 1-3 years of experience working with software contracts (End User License Agreements, Framework Agreements, Volume Agreements, Unlimited License Agreements, etc.) 1-3 years of experience building compliance reports for Tier 1 and / or Tier 2 software vendors, following the same methodology as any of these vendors would use during an official license review process. Knowledge relevant to enterprise server estate and / or mainframe license knowledge A technical understanding of networks and the impact of networks on software licensing An understanding of discovery and scanning tools used to manage software and hardware discovery (virtual, on-premise, cloud). Minimum 3 year(s) of experience is required

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