Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Manage software requests in ITSM Tool (ServiceNow, BMC Remedy/Others) utilizing software catalog and software request management processes Provide monthly reports, number of requests with potential recommendations for improvement Manage SaaS Portals, software metering and license re-harvesting Support software procurement Ensure data from Software Scanning tools is in sync with CMDB data Update Tier 3 Publisher data and monitor software usage for in-scope publishers, in SAM Tool (ServiceNow/Flexera/SNOW/Others). Add Knowledge Base articles and best practices for software requests within the ITSM Tool to enhance end users experience Analyze current process and work on implementing process improvements for better outcomes SAM lifecycle knowledge Knowledge on SAM activities/Operational things like SW compliance, Audit, ELP, SW Reconciliation etc. Knowledge on various types of licenses and their various metrics. License Optimization ServiceNow ticketing tool knowledge for software requests. End to end SaaS portal management for various publishers. Knowledge and understanding of license procurement and its management. Visibility on procurement tools like Ariba/i-proc can be added advantage. Software Licenses Harvesting. Better knowledge of excel for SAM reporting. Better understanding of SCCM and its use in SAM. Experience in using SAM toolsets (ServiceNow SAM Pro, Flexera, Snow Software) Good communication skills.. Minimum 1 year(s) of experience is required