- Monitor, triage, and manage technology procurement, software distribution, fulfillment, service request, incident, enhancement, and related contract/procurement workflow queues.

- Review technology procurement submissions against documented criteria; determine required assessment routing, including digital accessibility, security, AI, State of SC, and other procurement-related reviews as applicable.

- Assign, route, and track assessment and fulfillment tasks with the appropriate review teams, Service Management, OBSS, DoIT Business Office, ServiceNow, Enterprise Applications, suppliers, contract managers, and other stakeholders.

- Identify incomplete or unclear submissions; request missing documentation and guide customers on requirements, next steps, timelines, and expectations.

- Coordinate software distribution requests for faculty, staff, students, and departments; help ensure product lines, pricing, fulfillment steps, and knowledge articles are current and accurate.

- Support software or contract establishment, procurement, renewal, pricing, billing, justification, and budget coordination according to shared agreements and established processes.

- Participate in supplier and internal stakeholder discussions related to software licensing, contract requirements, fulfillment requirements, product-line changes, and legal/procurement review needs.

- Maintain accurate workflow records, status notes, task assignments, training materials, process documentation, FAQs, published guidance, and customer communications.

- Track request status, aging, blockers, handoffs, renewals, and escalations; prepare status reports, ROI or trending analysis, leadership summaries, and recommendations as needed.

- Support training and knowledge transfer for FTE staff and the newly created permanent position, including transition of responsibilities as recruitment, onboarding, and training are completed.

- Participate in continual service improvement by using customer and stakeholder feedback to refine workflows, documentation, policies, and service processes.

Required Skills (rank in order of Importance):

• 2+ years of experience managing queues, cases, tickets, workflow tools, intake processes, software fulfillment, procurement, contract, or administrative service operations.
• 2+ years of experience interpreting documented criteria, procedures, policies, and process guidance and apply them consistently.
• 2+ years of experience documenting and maintaining process steps, training materials, knowledge articles, FAQs, status records, and customer guidance.
• 2+ years of experience with procurement, contracts, software distribution, software licensing, service management, compliance, or administrative review workflows.
• 2+ years of experience with Microsoft Office, email/calendar tools, and workflow/ticketing/service management systems.

Additional Skills:

• Strong customer service, communication, and follow-up skills with university customers, suppliers, and internal teams.
• Strong organization and attention to detail; able to track multiple requests, statuses, deadlines, renewals, blockers, and handoffs.
• Ability to work independently in a new or evolving process environment with discretion and professionalism.

Preferred Skills (rank in order of Importance):

• Experience in higher education, public sector, or university technology/service management operations.
• Experience with ServiceNow or similar ITSM/workflow systems.
• Experience with software licensing, software asset management, supplier management, contract renewals, or procurement support.
• Experience with technology procurement, vendor intake, software purchasing, or cross-functional review processes.
• Familiarity with accessibility, security, privacy, AI, legal, procurement, or State of SC review processes.
• Experience supporting cost models, billing, budgeting, product-line reporting, ROI/trend reporting, or leadership briefings.
• Experience supporting continual service improvement and using customer feedback to improve processes.
• Ability to coordinate stakeholders across business office, service management, supplier, contract, ServiceNow, enterprise application, review, and customer teams.