IT Support Analyst (SWAM)

## Company: Qualcomm India Private Limited ## Job Area: Information Technology Group, Information Technology Group > IT Support Analyst General Summary: Job Overview The IT Software Asset Management Team is responsible for managing and maintaining the lifecycle of licensed software for Qualcomm employees. Functions of the role include the following, but responsibilities may change as the business requires: Job Description: • Facilitate the business’ needs for ongoing software support and upgrade on selected products by ensuring that maintenance, support, and upgrade protection are managed in advance of their expiration • Maintain Qualcomm-owned software assets in Service Now (SN) /Flexera tool • Fulfill requests for standard catalog software requested via the Service Now ticketing system • Centralized asset information: Create, update, issue and reclaim software licenses to end users via the Service Now asset tracking system • Engage directly with software vendors to acquire quotes for new software purchases, upgrades, maintenance renewals, and license usage questions/clarification • Validate and fulfill requests for non-standard software requested via the Service Now ticketing system • Distribute software + Entitle software licenses based on established contracts and license usage rules • Support Qualcomm Global needs from the centralized SWAM Team and assist in 24/5 shifts • Assist licensed users in getting their software installed onto their new machines • Problem solve and troubleshoot software related issues and arrange support from publishers • Perform required steps to process large maintenance for volume licenses • Support license management for acquisition and divestiture events • Requires EULA review and interpretation for non-standard software requests to ensure compliance • Ensure to meet company compliance standards for each new, transfer, reassign, and re-install software request • Answer questions and assist with escalation issues via phone from Tier 1 support help desk • Process escalations and questions from Tier 1 support via Incident ticket in Service Now • Meet internally imposed SLAs and deadlines • Recognize opportunities for improvement, correctly identify and rank the urgency of issues/requests, accept ownership of problems, and take appropriate and effective steps to remedy • Troubleshoot, correct, or escalate issues resulting from an ticketing process • Create Software Usage reports for effective license usage status and work on avoiding compliance issues • Responsible for managing and maintaining the lifecycle of licensed software. • Assist and Participate in software publisher audits • Company term large renewals to close within the timelines from Source to till Pay • Control software compliance and work to be compliant with the license usage terms • Processing invoices for payment process and coordinating with accounts team till payment release • Participate in SWAM projects and support other service groups. Desired Experience & Exposure : • Minimum 4 years of experience in Software Asset Management Services • Excel spreadsheets skills, database management, and word processing applications. • Possess excellent interpersonal, time-management, verbal/written communication, and organization skills. • Accountable and responsible with the ability to function effectively, independently within a team environment • Working knowledge of SAM Tools (Flexera One, ServiceNow, etc..) will be added advantage • Good Software licensing knowledge, understanding of Software Installation issues handling & support • Ability to multi-task, easily adapt to change and be detail oriented • Required strong communication skills, ability to operate efficiently and professionally in a fast paced environment Minimum Qualifications: • High School Diploma or equivalent. • 1+ year of experience in IT, Engineering Support, or related area. • 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging). Physical Requirements: • Frequently transports and installs equipment up to 40 lbs. Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries). 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If you would like more information about this role, please contact Qualcomm Careers.