SoftwareOne

Job Function

Software & Cloud

The role

This role is responsible for the reliable day-to-day operation, adoption and continuous improvement of the applications ‘Zyncc Workflow (ZWF)’ and ‘Lictionary (LIC)’, including related documentation, user guides and quality assurance of included content and knowledge.

Zyncc Workflow (ZWF) is an in-house developed application for managing customer data collection (mostly licensing) and conducting diagnostic questionnaires, including sharing back outcomes and recommendations. It also acts as a knowledge repository for our knowledge experts.

Lictionary (LIC) is an in-house developed License Dictionary acting as SoftwareOne's knowledge repository for all relevant content in the public domain. It captures changes in the public domain and enable knowledge experts to store and share impact to our consultants and customers as soon as possible.

The role ensures that users are supported, critical recurring activities are executed consistently and that configuration/content activities are performed with high quality and traceability.

A key element of the role is also to identify, prioritize, and help implement opportunities to standardize and automate recurring operational work (e.g., validations, monitoring, routine checks, content maintenance). As automation increases, the role is expected to evolve from primarily operational ownership into a more strategic and impactful position, helping define “how” automation should happen (process design, requirements, controls, KPIs) and improving scalability, quality, and user experience across both applications.

Responsibilities

• Run and continuously improve day-to-day business operations for ZWF and LIC applications, including recurring checks, validations and operational governance while ensuring documentation and stakeholder visibility
• Manage the content lifecycle from intake through review, testing, approval and release to production, in line with business goals and prioritization
• Collaborate with SMEs and content owners to define, review and maintain workflows, URLs, libraries and related content in line with quality and operational standards
• Coordinate and communicate production releases, operational updates and functional changes to relevant stakeholders (SME’s, consultants, publisher communities, etc.)
• Monitor and triage incoming requests and incidents (e.g. global mailbox/support channels), ensuring timely responses, correct routing and stakeholder communication
• Coordinate investigation and resolution of functional issues with the Product Management Team and relevant SMEs; document workarounds and operational learnings
• Own access management and recurrent access validation activities in line with agreed controls and governance requirements
• Identify and raise operational improvements, issues/bugs, standardization and automation opportunities based on operational experience and user feedback while supporting prioritization with relevant stakeholders
• Create and maintain user guides, operational documentation, FAQs and training materials; support user onboarding and enablement
• Maintain an operational backlog (recurring tasks, requests, issues, improvements) with effort estimates, prioritization proposals and status/KPI reporting
• Identify and shape standardization and automation opportunities for recurring operational work; translate needs into clear requirements and acceptance criteria

What we need to see from you

• Previous experience in application operations, service management, product operations or a similar role
• Familiarity with software license management
• Analytical and troubleshooting mindset, with strong attention to detail
• Ability to plan and coordinate recurring operational work alongside ad-hoc requests
• Ability to structure and maintain documentation (e.g. user guides, SOPs, checklists) and support quality assurance through reviews and testing
• Ability to work collaboratively with stakeholders across different teams (SMEs, Product Manager, Product Owner, development team, delivery teams)
• Experience with Agile ways of working and tools such as Jira and Confluence
• Familiarity with reporting and dashboards (e.g. Power BI) and using operational data/KPIs to identify trends and improvements
• Interest in standardization and automation; able to translate operational needs into clear requirements
• Fluent English

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.