Software License Management Analyst / License Support Analyst

Position

Software License Management Analyst / License Support Analyst

Department

IT / IT Asset Management / Software License Management

Experience

0.5-1 years in Software License Management, Software Asset Management, IT

Asset Management, IT Support, or a similar IT operations/support role.

Job Summary

We are looking for a detail-oriented and customer-focused Software License

Management Analyst to provide support for software licensing-related requests and activities.

The candidate will act as the first point of contact for software licensing support

requests, assist users with license-related processes, maintain accurate license

information, coordinate with software vendors and internal IT teams, and support

basic software asset management and license compliance activities.

The role requires a good understanding of common software licensing models,

strong communication skills, basic Excel knowledge, and the ability to manage and

resolve license-related requests within agreed timelines.

Key Responsibilities

Serve as the first point of contact for software licensing-related support requests.

Assist users with software license activation, deactivation, installation, uninstallation,

renewal, and transfer processes.

Provide guidance to users on software licensing requirements and procedures.

Maintain accurate records of software licenses, entitlements, assignments, and

license status.

Monitor license availability, allocation, expiry, renewal, and transfer information.

Support the management of software license requests through the applicable ITSM

or license management process.

Coordinate with software vendors and internal IT teams to resolve licensing-related

issues.

Diagnose and resolve common software licensing issues and escalate complex

issues to the appropriate higher-level support team.

Track and provide timely updates to users regarding the status of their licensing

support requests.

Support software license compliance activities by ensuring software usage is aligned

with available entitlements and organizational policies.

Identify basic discrepancies between software installations, assignments, and

available licenses.

Maintain proper documentation of licensing requests, resolutions, license details,

and related communications.

Assist with software license renewal and expiry tracking.

Prepare basic reports related to software licenses, requests, utilization, and

compliance.

Ensure licensing-related activities are completed within defined SLA timelines.

Follow established IT processes, security requirements, and software licensing

policies.

Required Technical Skills

Good understanding of common software licensing models, including:

Subscription licensing

Perpetual licensing

Named User licensing

Concurrent User licensing

Per User licensing

Per Device licensing

Basic knowledge of Software Asset Management (SAM) and software license

management.

Experience supporting software license activation, deactivation, renewal, transfer,

installation, and uninstallation processes.

Basic understanding of software license compliance and entitlement management.

Basic knowledge of Microsoft Excel, including:

Filters

Sorting

Basic formulas

VLOOKUP/XLOOKUP

Pivot Tables

Basic reporting

Experience working with ITSM, license management, or asset management tools is

preferred.

Ability to analyze basic license and software-related data.

Good documentation and ticket management skills.

Preferred Skills

Experience in Software License Management or Software Asset Management.

Experience handling software licensing support tickets or service requests.

Basic knowledge of IT Asset Management processes.

Experience coordinating with software vendors and internal IT teams.

Basic understanding of software license compliance.

Knowledge of ITSM processes and ticket management.

Experience with tools such as ServiceNow, Flexera, Snow, SCCM/MECM, Intune, or

similar platforms is an advantage.

Good analytical and problem-solving skills.

Strong attention to detail.

Good verbal and written communication skills.

Ability to manage multiple licensing requests and prioritize tasks based on urgency

and SLA.

Key Performance Indicators (KPIs)

Timely resolution of software licensing support requests.

Compliance with defined SLA timelines.

Accuracy of license and entitlement records.

Timely completion of license activation, deactivation, renewal, and transfer requests.

Timely escalation and resolution of complex licensing issues.

Accuracy and timeliness of license-related reports.

Compliance with software licensing policies and available entitlements.

User satisfaction with licensing support services.

Ideal Candidate Profile

The ideal candidate should be detail-oriented, organized, customer-focused, and

comfortable handling software licensing support requests. The candidate should

have a basic understanding of software licensing models and Software Asset

Management and should be able to coordinate effectively with users, internal IT

teams, and software vendors.

The candidate should also have good troubleshooting, communication,

documentation, and basic Excel skills, with the ability to manage multiple requests

and provide timely updates until resolution.

Key Skills

Software License Management | Software Licensing Support | Software Asset

Management (SAM) | License Compliance | License Activation | License

Deactivation | License Renewal | License Transfer | Software

Installation/Uninstallation | License Entitlement Management | Vendor Coordination |

ITSM | Ticket Management | Microsoft Excel | Reporting | Troubleshooting | User

Support