SOFTWARE LICENSING SPECIALIST (REMOTE)

West Virginia University Information Technology Services is looking for a Software Licensing Specialist to join our remote Application Support team in serving a diverse community of faculty, staff and students. While this remote position is primarily focused on managing, documenting and finding ways to improve both the software licensing program and customer experiences with it, you will spend a portion of your time troubleshooting issues with other applications and services that ITS supports.

You will work independently and take ownership of tasks/projects, while also consulting and collaborating daily with other team members, customers and vendors. We provide training and documented IT Service Management processes to get you started, along with a network of supportive colleagues ready to provide guidance. The ability to develop professional relationships and manage your time efficiently in a remote work environment will be essential. This position also requires excellent communication skills, including the ability to effectively explain technical or complex information to non-technical customers, and the ability to interact effectively with people at all levels of the institution.

ITS is a critical partner in a modernization program that will lead to exciting, transformational changes over the next decade. The friendly, fast-paced and dynamic work environment provides exposure to a diverse range of issues and opportunities while delivering daily on the University’s core values, including curiosity and service. ITS values and supports work-life balance and flexibility and is committed to creating a diverse, equitable and inclusive environment.

We offer generous benefits, including:

13 paid holidays (staff holiday calendar)

24 annual leave (vacation) days per year

18 sick days per year, and the flexibility to use that time to care for immediate family members

a range of health insurance and other benefits

401(a) retirement savings with 6% employee contribution match

Wellness programs

WHAT YOU’LL DO:

Evaluate contract requirements and fulfill requests for new software licenses, grant access to software, answer customer questions, support installations and upgrades, and coordinate vendor support as needed.

Manage and maintain all SLIC processes, including data tracking. Work with IT colleagues to implement new processes or improvements. Help manage the systemwide IT Purchase Request process.

Develop and maintain all documentation related to the SLIC program, including internal procedures that can support easier fulfillment of requests. Develop public documentation to simplify or improve the customer experience. Identify opportunities for streamlining and simplifying processes, then help implement changes.

Manage software program contracts, including coordination of the renewal process. Work with vendors to obtain quotes, and with customers to evaluate licensing needs.

Work with Procurement to negotiate and execute contracts. Participate as needed in RFPs for larger contracts such as Microsoft Enrollment for Education Solution.

Troubleshoot issues with both software installations and a variety of ITS-administered applications, working with other ITS and WVU units to investigate and resolve incidents in a timely manner. Verify customers have access to the resources once issues are resolved or requests are fulfilled. Help customers complete tasks and understand WVU systems and processes.

Evaluate and escalate application, system and process issues by identifying patterns that indicate a larger issue requiring investigation. Document the pattern and relevant details so ITS teams can review, determine the root cause and identify solutions.

• Bachelor’s Degree in a relevant field or equivalent experience.
• A minimum of four (4) years of experience with the following:
  • Providing end-user technical support in a dynamic and demanding workplace
  • Identifying, analyzing, and resolving complex technical issues in a variety of enterprise applications and user-specific software.
  • Supporting faculty, staff and students in a higher education environment is preferred.
  • Software license management experience is preferred.
• Excellent verbal and written communication skills. Ability to communicate highly technical information to non-technical customers.
• Ability to interact effectively with people at all levels of the institution.
• Ability to understand, manage and communicate complex software licensing agreements. This includes complex software licensing models, use rights and restrictions, and conveying technical needs to vendors.
• Excellent time management skills.
• Ability to prioritize and execute multiple concurrent processes.
• Ability to troubleshoot complex situations. Use logic and reasoning to evaluate the situation and identify possible solutions and work with others to implement.
• Independent decision-making.
• Desire and ability to learn new complex applications, systems, or processes quickly.
• Strong understanding of IT Service Management processes.
• Ability to use and support all Microsoft 365 products such as Outlook, Word, Excel, OneDrive, and Teams.
• Ability to define business requirements and process workflows
• Strong attention to detail for license assignment, management, and tracking
• Ability to support and troubleshoot complex enterprise applications and processes including, identity and access management processes, student information systems, instructional and course management systems, and administrative and human resource systems for time and leave management.

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.

From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.

Creating an inclusive, engaged, and dynamic learning environment is core to WVU’s academic mission. We welcome candidates who can contribute a range of ideas, approaches and experiences.

To learn more about West Virginia University, visit go.wvu.edu. View current career opportunities at careers.wvu.edu.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.