Software Asset Management (SAM) Analyst- Australia (All Locations)

Role Overview

The SAM Analyst role is responsible for the delivery of key managed SAM outcomes including management of the Software Request resolver group for your assigned customer(s), contribution and tracking cost savings and avoidance activities delivered by the SAM services, reporting on software license entitlements, consumption, and usage, and operation of the Software Asset Management technology.

The SAM Analyst contributes to the effective delivery of key SAM processes including maintenance of the Software Asset Register, management of the completeness and accuracy of the Software Inventory, implementation of the License Reclamation plan, maintenance of the Software Catalogue, and more.

Role Responsibilities

The SAM Analyst is responsible for (but not limited to):

• 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.
• Adhere to the SAM Processes, Policies, and Procedures documented for each customer. Identify non-adherence and escalate for review.
• Adhere to the Datacom SAM Operations policies and procedures.
• Be part of an effective team that works collaboratively toward achieving the organisation’s goals.
• Identify opportunities for continuous improvement to build a culture of service excellence.
• Support and assist with related organisational changes and activities that are required as an outcome of business improvement activities.
• Displays a high level of operational discipline, ensuring Datacom and client processes, policies and procedures are followed and adhered to.
• Expected to undertake occasional irregular working hours.
• Put safety more than anything else, be aware of and apply roles and responsibilities in accordance with AU health and safety legislation. Take responsibility for the safety and wellbeing of yourself and others including your own fitness for work.
• Promote a positive culture within the team.

This role may also include the following from time to time as project requirements dictate:

• Delivering an “automation first” culture to enhance customer experience and to ensure the continued relevance and financial viability of our professional services engagements.
• Delivering a “modern work first” culture to enhance customer experience and move customers to new ways of working.
• Delivering business solutions utilising modern productivity platforms (Microsoft365, Slack, Google Workspaces, etc).

Requirements

• Demonstrated understanding and of Software Asset Management principals and standards.
• Sound technical knowledge in IT.
• Working knowledge of ITSM tools such as Service Now, Cherwell, and Remedy.
• A strong working knowledge of Microsoft Word and Excel.

• Understanding of Software license agreements, license metrics, Product Terms and Use Rights.
• Understanding of financial terms such as cost, value, utilisation, revenue, CAP Ex, Op Ex, ROI/TTV

• Attention to detail. A strong focus on data quality and accuracy.
• Ability to follow processes and procedures and recommend improvements where appropriate.
• Ability to work on issues where analysis of situations or data requires evaluation of relevant factors.
• Exercises judgment in selecting methods and techniques for obtaining results.
• Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
• Ability to network and develop productive relationships with key contacts outside own area of expertise.
• Ability to work in large, collaborative teams to achieve organisational goals.
• Strong analytical skills.
• Strong numeracy stills.
• Excellent customer relationship building and management skills.
• Strong influencing and reasoning ability.
• Effective presentation skills.
• Good verbal and written communication skills.
• Strong consultative and planning skills.
• Ability to escalate with a solution focus.

• 2+ years’ experience in a large information services company in Asset Management, Configuration Management, or a Service Desk function.
• Experience using ITSM tools such as Service Now, Cherwell, CA Service Desk, and Remedy.
• Experience managing customer facing activities in an IT Service Management role including Request Management.
• Demonstrated experience working in a team environment, as well as autonomously.

• ITIL Foundation Certification
• SAM Accreditation. E.g., IAITAM CSAM, Microsoft SAM certified, FinOps, etc
• Certification with any SAM technology. Particularly Flexera Software, Snow Software, or Service Now.