Remote Software Asset Management Analyst - Technical

Summary

Join a dynamic team at Datacom as a Software Asset Management Analyst, working collaboratively to deliver managed SAM services to customers. As a member of the SAM Operations team, you will be supported and valued, with opportunities for career development and variety.

Requirements

• Experience with Flexera FlexNet Manager Suite and/or Flexera One administration including beacon server configuration, or similar technical/admin experience with other Software Asset Management technologies like Snow License Manager/Snow Atlas, ServiceNow SAM Pro, Certero, Xensam, etc
• Experience with the Flexera Inventory and Business Adapter Studio
• Understanding of application packaging and deployment across Windows, Linux, Unix, Apple OS X operating systems, especially using configuration management tools like SCCM, Intune, BigFix, JAMf, etc
• Ability to write clear, and concise, written communications/instructions
• Management of tickets using ITSM tools
• Adhere to documented procedures and achieve SLAs
• Deliver key aspects of SAM to multiple Academic, Commercial, and Government customers

Responsibilities

• Be the technical specialist for SAM technologies including FlexNet Manager Suite, Flexera One, Snow License Manager, Snow Atlas, and ServiceNow SAM Pro
• Work with Datacom and Customer stakeholders to deploy and maintain on-premises components of the SAM technology including gateways, beacons, and agents
• Establish and maintain integrations with third-party technologies including VMware vCenter/vSphere, System Center Configuration Manager/Microsoft Enterprise Configuration Manager, Intune, Active Directory/Entra ID, Oracle Enterprise Manager, HCL/IBM Big Fix, IBM License Metric Tool
• Establish and maintain SaaS and API based integrations as required
• Manage software inventory coverage to maximise the completeness of the Software inventory in the SAM technology. This involves identifying gaps in inventory data through a reconciliation and exceptions process
• Identify and resolve issues with aged software inventory data
• Design and implement customised business and inventory data imports into the SAM technologies
• Management of the Software Request resolver group in the ITSM technology
• Maintain the Software Asset Register, and all supporting Proof of Entitlement and Contract evidence, in collaboration with the Software Asset Manager, the customer, application owners, procurement/finance, and contract stakeholders
• Allocate licences to users and devices in the SAM technology resulting from approved Software Requests
• Apply the software License Reclamation Policy to software inventory
• Support technical teams to install software through the supply of media and keys
• Respond to, or escalate, licensing queries from stakeholders
• Maintain the Software Renewal calendar
• Deliver, or support the delivery of, Effective License Position and Software Utilisation reports in accordance with the documented reporting schedule
• Identify and report compliance issues and risks
• Supply license entitlement and software inventory data to support SAM Consulting and Operations activities
• Deliver all agreed scheduled reports to other ITSM and ITAM stakeholders
• Adherence to the SAM Processes, Policies, and Procedures documented for each customer. Identify non-adherence and escalate for review
• Provide quality customer service through adherence to Datacom’s Asset Management service delivery methodology and processes
• Utilise SAM technologies and their capabilities including solutions from Flexera, Snow Software, and Service Now

Preferred Qualifications

• Experience with integrations using the Flexera One and SaaS Manager API and the Data Ingestion Utility
• Any experience with process automation tools like Flexera AppBroker, Snow Software Productivity Optimizer, UiPath will be advantageous
• Experience managing request fulfilment using ITSM tools like ServiceNow, Cherwell, Jira ITSM (or equivalent)
• PowerShell scripting
• Experience building Power BI dashboards/reports
• Experience with ServiceNow SAM Pro implementation and configuration
• Experience with solution design documentation (High-level Design, Detailed Design, and As Built) and operational documentation (Work Instructions/Procedures)
• Knowledge of key SAM concepts and processes
• Awareness of software license metrics
• Experience with software license management, software request management, license reclamation, software contract management and renewal management
• Operations experience with SAM technologies from Flexera Software, Snow Software, ServiceNow or similar