Job Description

Title Microsoft Licensing Operations SpecialistAs a Microsoft Licensing Operations Specialist, you will collaborate with our customers, Account Executives, Licensing Advisory Specialists and Finance to assist and respond to all required quotations and queries/paperwork where necessary:As a Microsoft Licensing Specialist, you will provide the following services including:

• Have an in-depth knowledge and expertise in the following Microsoft Agreements. The Licensing Operations Specialist must have a knowledge and understanding of the following Licensing Agreements:
• Enterprise Agreements/EAS
• Server Cloud Enrolment
• MPSA (Microsoft Product and Services Agreement)
• CSP
• Campus
• Open Value
• SPLA - Microsoft Services Provider Licensing Agreement

As a Licensing Operations Specialist, you will be required to complete the following Microsoft Licensing Exams:

• These may be done 1 per quarter:
• M365 Fundamentals
• D365 Fundamentals
• Data and AI Fundamentals
• Azure Fundamentals
• Security Fundamentals
• Get Licensing Ready
• Adhoc Online Licensing Update Sessions/Training as made available by Microsoft.
• Keep up to date with all relevant Microsoft licensing changes.

As a Licensing Operations Specialist, you will be required to have training and thorough understanding on all Microsoft/Finance Tools:

• POET
• Partner Centre
• e-Agreements
• Explore/VLC (Volume Licensing Central)
• CRM
• VLPC - MPSA Tool
• Interworks/BSS

KEY RESPONSIBILITIES:Licensing Operations Specialists Daily/Monthly/Annual TasksSoftware Services Quotes and Licensing Queries -

• Monitoring and responding to customer/Account Manager/Microsoft queries and quote requests timorously. As per the SLA currently in place (See Attached)
• Assigning leads from the Software Services Alias mailbox as per the defined SLA in place.
• Respond to customer escalations immediately or notify the relevant individuals for escalation and assistance! (Please see attached Escalation Path)

• Quotations/Proposals

• Renewals (All options available to the customer as per request from LA/AM)
• CSP
• True up's Quotations
• Distribution quotes
• Supplemental Quotes
• Annual billings
• ISV Renewals
• Quote Comparisons for RFQ/RFP Submissions.

• All quotations from R500 000 and above will be vetted and approved by the Licensing Advisory team as per the SLA (Attached)
• Create the quotes on Partner Quotes as required by Microsoft final CPS.

• All Final CPSs must be cross-checked and verified with the AM and Licensing Advisor before Finalizing the Contract Pack. All Pools and Levels must be checked and confirmed.
• License Reservations Reconciliations and quotations to be actioned 30 to 60 days prior to Anniversary and order be placed on POET.
• Licensing Reservations on MVLS - We do not under any circumstances reserve any online subscription services on behalf of any customer. We can advise customers that they can reserve licenses and provide them with a licensing guide on how they may reserve licenses.
• As the LSP we will provide a quote and place the order for any additional licenses on POET once we have received a Purchase Order from the customer.
• Ensure that the Account Managers are notified of all customers that are on hold and they assist with the process of getting customers off Credit hold with Microsoft.

Microsoft e-Agreements

• Accurate Completion of Contract Packs for customer Signature
• Ensure the Purchase Order number is provided by the customer prior to the renewal date.
• Information template must be shared with the customer/AM for completion.
• All Contracts must be sent to Microsoft Pre-validation for a Final check before Renewal Pack is sent to customer for Electronic Signature.
• Tenant information Form and Tenant Amendments - Ensure we are engaging Microsoft to confirm and verify that we have all the required Amendments available based on the Tenant Scenario - i.e. multiple tenant Amendments/Change of Customer Name, ensure that all necessary tenant information is requested and verified by the customer and Microsoft before finalizing the contract pack. Please utilize the Information template created to request the information and follow the process in place and ensure the proper Amendments and Signature Forms are submitted to the customer.
• Other Amendments and per the contract pack/customer scenario
• Liaise with the Microsoft Commercial Executive should you be unclear.
• Update statements to be submitted as per the Microsoft terms and conditions during the customer agreement contract period.
• submitting contract pack to customer for Signature.
• Submission of COCP's as and when required.
• Updating contact information as and when required by customers.
• Provide customers with a copy of their Electronic Contract Pack as required.

Explore/VLC:

• Downloading all Monthly Pricelists to include the following on the 1st day of every new month.

• Enterprise Agreement
• Enterprise Agreement Subscription
• MPSA
• Server and Cloud Enrolment
• Campus Agreements
• CSP
• Open/Open Value

• Downloading of all Agreement Details monthly to include the following on the 1st of every new month.
• MPSA Customer list

• Enterprise Agreement Customer List
• MPSA Customer List
• CSP Customer List
• All Updated Versions of Contract Packs
• Call Logging Tool:
• Logging of all calls/escalations on CLT
• Logging all customer queries pertaining to Agreement/Orders
• Logging of all customers Pre-Credit Checks
• PCC Form must be sent to customer for completion and Signature before submitting to Microsoft for Approval

IWC (Interworks) /CSP

• CSP renewal notifications - Automated Report that is available as set up on Interworks. Licensing Operations will prepare the necessary Renewal quotes and share with the Account Managers to action with their customers.
• Pulling BSS (Business Support Systems report monthly for CSP) - CSV Microsoft File and Interworks Report must be integrated and ensure that the BSS report matches the Microsoft Report. This is then shared with Finance for billing - 28th/29th of every month for O365, Azure Reports become available around the 8th of each month.
• Check and confirm that all Partner Centre accounts reflect on BSS.
• Monthly CSP CRM opportunity updating based on BSS report to create a forecast for each customer. QB Link is used to update information.
• Microsoft recon and invoice downloaded from Partner center.
• Monthly IWC updating and management - Interworks needs to be updated with Product changes and check all expiring subscriptions, Update the Get Services Definition, De-activate Products and update the Product price groups and Categories.
• Partner Centre - onboarding process for all new customers. (Please see attached process)
• Provisioning/De-activating/Reducing licenses on Interworks as per customer requests.
• MS and IWC Recon checked by SS Operations team prior to sharing with Finance.
• MS recon and IWC recon and invoice sent to finance to capture.
• Software Services Operations team to update CRM Opportunity with latest billing value for 12 months going forward.

Finance

• Detailed process for Software Services and Finance is attached per each Microsoft Agreement, namely:

• Enterprise Agreement
• Enterprise Agreement Subscription
• MPSA
• Campus
• Open Agreements

• Software Services Operations Team will work together with Finance to assist will all customer related billing and Invoice queries.
• Provide any supporting documentation for Finance that may be required.

Education National Certificate Level 4 (N4) / Grade 12 (Required)Languages English

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