Overview

The Applications Specialist plays a vital role within our IT department, overseeing the complete lifecycle of applications used across Harbor. This includes responsibilities such as licensing management, user provisioning, renewal cycles, vendor management, and providing ongoing application support. The ideal candidate will combine strong technical expertise with excellent communication skills, a keen eye for detail, and a passion for delivering exceptional user support. This role demands a proactive, solution-oriented individual capable of managing multiple tasks while ensuring Harbor’s applications are optimized to meet operational needs.

Responsibilities

License Management:

• Procurement & Inventory:
• Research, evaluate, and recommend new software applications to meet evolving business needs.
• Negotiate software licensing agreements with vendors, ensuring cost-effectiveness and favorable terms.
• Maintain a comprehensive inventory of all software licenses, including license type, expiration dates, and user allocations.
• Develop and implement procedures for software license tracking and auditing to ensure compliance.
• Design and maintain internal license request forms and workflows, including coordination with IT Security for new application approvals.
• Serve as the primary contact for urgent license provisioning and procurement, ensuring timely access to critical tools.
• Provisioning & Optimization:
• Manage the entire lifecycle of application licenses, ensuring proper allocation, optimal utilization, and full compliance with vendor agreements and internal policies.
• Develop and implement a system for efficient software deployment and user provisioning.
• Monitor license usage and identify opportunities for optimization, such as re-harvesting unused licenses or consolidating licenses.
• Analyze application usage patterns to identify trends and make recommendations for future licensing needs.
• Administer enterprise licenses for new technologies, including setup, provisioning, and user onboarding (e.g., AI tools, analytics platforms).
• Renewal & Compliance:
• Proactively monitor license renewal cycles and initiate the renewal process in a timely manner.
• Collaborate with the Vendor Management Office (VMO) to review, negotiate, and renew contracts, ensuring favorable terms and pricing.
• Stay informed about software licensing regulations and ensure compliance with all applicable laws and policies.
• Identify and resolve licensing discrepancies, including securing refunds or credits for unused or misallocated licenses.

Vendor Management:

• Relationship Management:
• Serve as the primary point of contact for software vendors, building and maintaining strong relationships.
• Communicate effectively with vendors to address issues, resolve disputes, and negotiate favorable terms.
• Performance Monitoring:
• Collaborate with the Vendor Management Office to ensure service level agreements (SLAs) and performance metrics are met.
• Track vendor performance, including response times, issue resolution, and overall service quality.
• Escalate critical vendor-related issues and work with internal teams to ensure vendor deliverables align with firm expectations.

• Coordinate with vendors and internal stakeholders to resolve complex provisioning or technical issues.

• Contract & SLA Management:
• Review and analyze vendor contracts, ensuring they meet Harbor's needs and comply with internal policies.
• Negotiate service level agreements (SLAs) with vendors to ensure optimal application performance and support.

Application Support:

• Help Desk & Troubleshooting:
• Serve as the primary point of contact for all application-related inquiries, providing technical support and troubleshooting assistance to users.
• Log and track user requests, ensuring timely resolution and follow-up.
• Maintain a knowledge base of common application issues and solutions.

• Draft and distribute firm-wide communications regarding application updates, outages, and changes.

• Performance Monitoring & Optimization:
• Proactively monitor application performance, identifying potential issues before they impact users or disrupt business processes.
• Analyze application logs and performance metrics to identify areas for improvement.
• Collaborate with IT infrastructure teams to ensure optimal application performance and availability.
• Application Lifecycle Management:
• Participate in the selection, evaluation, and implementation of new applications.
• Collaborate with development teams to provide feedback on application design and functionality.
• Assist in the deployment and configuration of new applications and updates.
• Lead decommissioning efforts for legacy systems, ensuring smooth transitions and minimal disruption to users.

Budgeting and Financial Oversight:

• Budget Planning & Tracking:
• Assist in the budgeting process for application-related expenses, including licensing, maintenance, renewals, and support contracts.
• Track application-related expenses against the allocated budget and identify potential cost overruns.
• Coordinate with finance and procurement systems to ensure timely processing of purchase orders and renewals.
• Cost Optimization:
• Identify cost-saving opportunities through efficient license management, vendor negotiations, and process optimizations.
• Analyze application usage and costs to identify areas where spending can be reduced or reallocated.
• Recover costs by canceling unused licenses and securing refunds or credits from vendors.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in application support, IT operations, or a related role.
• Strong technical proficiency with knowledge of various software applications, platforms, and cloud technologies (e.g., Microsoft Office 365, Azure, Airtable)
• Proven experience with license management, procurement processes, and vendor management.
• Proven ability to troubleshoot, diagnose, and resolve application-related issues in a timely manner.
• Excellent communication and interpersonal skills, capable of working with both technical and non-technical users.
• Strong organizational skills, with the ability to manage multiple tasks and meet deadlines effectively.
• Familiarity with ITIL (Information Technology Infrastructure Library) or other IT service management frameworks is a plus.