Senior Associate

Publicis Groupe ANZ; Gurgaon; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Publicis Groupe ANZ in Gurgaon seeks an Associate – Software Licensing C Support to manage software license requests and provide L1/L2 support for software-related services.

The role emphasizes licensing governance, automation, and AI-driven improvements while collaborating with Procurement, Finance, and Vendors across global time zones.

Qualifications

• 5–7 years of experience in Software Support / SAM / ITSM / Server Licensing.
• Bachelor’s degree in IT, Business, or related field.

Responsibilities

• Provide L1/L2 support: software queries, installations, and access issues
• Guide users on approved tools, alternatives, and best practices
• Troubleshoot licensing and activation issues
• Manage software lifecycle: process requests (new, review, renewals, de‑allocation) and maintain accurate license allocation and inventory tracking
• Coordinate with Procurement, Finance, and Vendors: support license acquisition, approvals, and renewals
• Operate in high-volume environments: manage ticket queues and ensure SLA adherence
• Drive automation and AI adoption: improve workflows (ServiceNow or similar) and enable automation, self-service, and AI-driven support (copilots, chatbots)
• Ensure compliance and governance: support audit readiness and licensing compliance, standardize processes and improve efficiency

Skills

ServiceNow expertise

SAM/ITSM experience

Licensing & asset management

Automation & AI tooling

Stakeholder communication

Education

Bachelor's degree in IT/Business or related field

Tools

ServiceNow

Flexera

PowerPoint

Excel

Job description

Overview

The Associate – Software Licensing C Support is responsible for managing software license requests and providing end‑user support for software-related services. This role is critical in ensuring efficient license utilization, seamless access to tools, and continuous improvement through automation and AI-driven solutions.

Responsibilities

• Provide L1/L2 support: software queries, installations, and access issues
• Guide users on approved tools, alternatives, and best practices
• Troubleshoot licensing and activation issues
• Manage software lifecycle: process requests (new, review, renewals, de‑allocation) and maintain accurate license allocation and inventory tracking
• Coordinate with Procurement, Finance, and Vendors: support license acquisition, approvals, and renewals
• Operate in high-volume environments: manage ticket queues and ensure SLA adherence
• Drive automation and AI adoption: improve workflows (ServiceNow or similar) and enable automation, self-service, and AI-driven support (copilots, chatbots)
• Ensure compliance and governance: support audit readiness and licensing compliance, standardize processes and improve efficiency

Key Skills & Competencies

• Strong knowledge of: ServiceNow (catalogue, workflows, reporting), software licensing and asset management
• Experience in: high-volume request environments, process automation (RPA, workflows, scripting), AI tools, copilots, chatbot integrations
• Understanding of: AI-assisted service desks, intelligent routing and optimization
• Exposure to large-scale transformation initiatives
• Core competencies: problem-solving and analytical mindset, automation-first thinking and process optimization, strong stakeholder communication, data-driven decision-making; ownership and accountability

Qualifications

• 5–7 years of experience in Software Support / SAM / ITSM / Server Licensing
• Bachelor’s degree in IT, Business, or related field.

Additional information

• ITSM: ServiceNow (preferred) or equivalent.
• SAM Tools: Flexera, ServiceNow SAM, or similar.
• Licensing: Microsoft, Adobe, SaaS platforms.
• AI Tools: Copilot, Gemini (or equivalent).
• Reporting: Excel, dashboards, analytics tools.
• Good hands‑on experience in Presentation and PowerPoint.
• Willingness to work in shifts and support operations across global time zones (24/7 environment)