Full Job Description
Outcomes:
Successfully handle the software licensing related requests in acquiescence with appropriate SLA Compliance Guidelines and Procedures
Generate reports from ITAM tools like Service Now and Snow for software requirements and usage analysis purposes
Track and ensure notice periods are met for Trials; exceptions granted for temporary usages thereby ensuring license compliance
Identify savings opportunities through software re-harvesting and license optimization
Download and monthly reports of tickets by categories types and geographies to measure performance against SLA and other operational metrics
Uploading software licenses in Snow and SharePoint portals for tracking purpose
Software Repository Management per UST process
Health check of ITAM Tools and report issues
Provide asset management consultancy for customers
Mentor A1 band employees
Measures of Outcomes:
SLA Adherence of 95%
Number of tickets handled
Number of review comments
Number of non-compliance issued during process audits
Automation of processes and services
Training or Certifications completed – 2 per year
Outputs Expected:
Tickets:
Expected to close all the tickets with at least 95% SLA Adherence.
Number of tickets handled in line with team’s average
Should not receive more than 2 negative review comments per quarter.
Compliance:
No non-compliance reporting during process audits
Training:
Attend at least 2 trainings per year
Automation:
Automate a minimum of 2 tasks per year
Skill Examples:
Ability to understand prioritize and escalate tasks to resolve issues quickly and make decisions promptly
Good Excel and Dashboard skills
A desire for continuous learning and skill development.
Good verbal and written communication skills required.
Self-motivated and enthusiastic
Good working in a team environment and with other teams
Knowledge Examples:
Additional Comments:
None