ROLE OVERVIEW
The Software Asset & License Analyst II handles the work that is too complex or too consequential for the Level I queue: unlisted software triage and due diligence, renewals and true-ups tracked as events against contract records, M&A software integration, and the configuration and auditing of automated licence reclamation. Where Level I is measured on speed and accuracy against high-volume queues, Level II is measured on judgment — deciding whether a request should proceed at all, what evidence it needs, and what it commits the client to.
The analyst works one of the three IST-anchored shifts, reporting to that shift's Level III lead, and mentors the Level I associates on the same window. Eight of these roles exist across the team — two on APAC and three each on EMEA and NAMER — with the heavier weighting on the shifts that carry the larger request volumes. Because the client is the licensee on every agreement, the analyst's discipline in gating, evidencing and recording is what keeps commercial and compliance exposure off the client's books.
KEY RESPONSIBILITIES
1. Complex Requests & Unlisted Software Triage
- Triage unlisted software requests in the enterprise ticketing queue, logging eligible items in the unified tracker and advancing due-diligence-complete requests to weekly triage review.
- Enforce intake gating rules: identify and reject high-risk use cases (e.g., customer-facing code, personal device use, reverse engineering) using standard responses and appropriate routing.
- Secure sensitive data by immediately moving tickets containing license keys, audit notifications, or accessibility info to the private queue.
- Manage security and legal gates by collecting VSA project IDs, verifying EULA/clickwrap reviews, and flagging cases requiring director-level signatures.
- Escalate signed agreements to the formal contract intake path; do not accept or process these locally within the unlisted queue.
- Resolve complex entitlement and edition decisions, prioritizing reusable existing assets before initiating new purchases.
2. Renewals, True-Ups & Contract Event Management
- Create and track contract events against the correct Deal Radar ID using the standard event types — new contract, contracted renewal, true-up and predict-and-purchase — with correct recurrence numbering.
- Work the milestone schedule on assigned events: compile the Initial Licence Position from usage scans and consumption snapshots, gather domain Invest/Maintain/Divest sentiment, and produce the Final Licence Position with harvested licences already pruned from the baseline.
- Apply the correct commercial workflow for true-ups — an amendment where a signature alters contracted baseline quantities, a purchase-order addition where no signature is required.
- Maintain contract metadata accurately: products, pricing, start and end dates, evergreen clauses and committed spend, extracted from executed agreements.
- Process business-as-usual change management — licence changes, publisher name changes and product version updates — through the change log.
- Prepare purchase requisitions and support downstream three-way matching, cross-verifying invoices, unit prices and payment terms against the purchase order and the analyst's own records.
3. M&A Software Integration
- Maintain M&A software inventory trackers, utilizing population scripts to map raw vendor data into unified deal tracking formats.
- Normalize publisher and title names against the master catalog, flagging net-new vendors for portfolio review and insertion.
- Filter out-of-scope embedded technology; exclude software embedded in acquired public-facing products from the termination queue.
- Automate ticket creation from tracker rows, bundling records under hotlists for executive visibility while maintaining master sync integrity.
- Process pre-close terminations by collecting cancellation evidence and updating trackers without recording cost avoidance.
- Execute post-close terminations under privacy controls: audit privacy sheets and pull details directly to avoid unauthorized vendor contact.
- Apply correct termination timelines: resolve short-usage via cancellation proof and route long-usage for security/legal exception approvals.
4. Automated Reclamation, Audits & Mentoring
- Configure automated harvesting: map product IDs, set inactivity thresholds, and classify software correctly as high-risk (potential data loss on unassignment, requiring repeated use-it-or-lose-it warnings) or low-risk (no data loss, reclaimed automatically after the 14-day inactive notice).
- Run the daily former-user sweep to reclaim licences from leavers, and execute manual reclamation surveys where automation does not yet cover a publisher.
- Record realised savings accurately in the licence-reclaim audit table — deprovisioning date, software, user, initiative and reason — since the cost-avoidance dashboards are built directly from these entries.
- Run the weekly and monthly licence audits for the assigned portfolio and act on the exceptions they surface.
- Mentor Level I associates on the shift: review their work, coach on gating judgment, and take the cases they should not decide alone.
- Flag automation candidates where a publisher's transaction volume approaches the 1,000-per-year threshold.
PERFORMANCE & SERVICE LEVELS
Indicative performance targets for the role; final service levels are confirmed on engagement and measured per shift.
- Intake Gating Accuracy: 100% of high-risk and out-of-scope use cases correctly identified and routed; zero signed agreements actioned through the unlisted queue.
- Due Diligence Completeness: every request pushed to triage review carries complete security, privacy and legal evidence.
- Contract Event Integrity: correct Deal Radar ID, event type and recurrence on 100% of events created, with milestone deliverables on their due dates.
- Licence Position Quality: Initial and Final Licence Positions reconcilable to usage evidence, with harvested licences pruned before the renewal baseline is set.
- Reclamation & Savings: reclamation rules configured to the correct risk class, and 100% of realised savings recorded completely enough to stand as the audit record.
- M&A Tracker Discipline: tracker and ticket records kept synchronised, and privacy controls observed on 100% of post-close terminations.
- Audit Cadence: weekly and monthly audits completed on time with exceptions actioned.
- Mentoring: agreed coaching and review commitments met for the Level I associates on the shift.
TOOLS & SYSTEMS
- Intake & Queue: the enterprise ticketing queue with strict category coding for tracking tickets and bugs, the unified intake tracker, and the private queue for sensitive tickets.
- Contract & Entitlement: Deal Radar for contract and event records, and Flexera / ServiceNow SAM for entitlement and consumption tracking.
- Legal & Security Gating: vendor security assessment tooling, and Pactfinder / Accord for legal review and signature cases.
- Automation & Reclamation: gHive automated harvesting and UiPath, plus Apps Script automation on the M&A trackers.
- Financial: SAP Materials Management for purchase orders, amendments and three-way matching.
REQUIRED SKILLS & EXPERIENCE
Mandatory
- 3–7+ years in software asset management, software licensing operations or software procurement.
- Practical command of licensing models and their governance differences across SaaS user-based, installed device-based, cloud-hosted, floating and consumable-credit software.
- Hands-on renewal and true-up experience, including building licence positions from usage data.
- Demonstrated gating judgment — able to recognise a request that must be stopped, escalated or re-routed rather than fulfilled.
- Strong ticket and data discipline, with attention to category coding, evidence retention and audit-ready records.
- Comfortable working one of three IST-anchored shifts, including the NAMER window (22:00–06:00 IST).
- Clear English communication with requesters, approvers, publishers and resellers.
Preferred
- Software asset management certification (IAITAM CSAM, ITIL, Flexera or ServiceNow SAM credential).
- M&A software integration experience, including terminations under privacy constraints.
- Experience configuring automated licence harvesting and setting risk-based reclamation rules.
- SAP Materials Management experience and exposure to three-way matching.
- Spreadsheet automation or scripting (Apps Script, Python) applied to tracker and reporting work.
