Job Seekers, Please send resumes to resumes@hireitpeople.comJob Description:
Primary Purpose: Provide technical and analyst support for the Service Level Management (SLM), Software Asset Management (SAM), and IT Financial Management (ITFM) Process of the NAFTA Datacenter.
Tasks:
Ongoing support for Service Level Management process:
- Creation / Change of Service Level Agreements (SLAs) based on existing service catalog including approval process
- Managing Service Level Management Workflow (based on Remedy ticket system)
- Support Service Reporting
- Liaison between technical project managers and Service Level Management
- Support yearly SLA and service catalog review process
- Support the design of new services (service descriptions, service calculation & service charging)
- Build and maintain a SharePoint site for the SLM process with a focus on customer/management reporting.
- Participate in the continuous process improvement for the SLM and Service Delivery processes
- Maintain a repository to ensure all systems are covered with appropriate vendor support
- Coordinate renewal of support agreements with vendors
- Ensure maintenance contract spend by ITI/N is properly recorded in Customer's Service Level Agreements
- Facilitate the business needs for ongoing technical support by ensuring that maintenance, support and upgrade protection renewals are managed/handled/ordered prior to expiration
- Maintain software asset database based on automated Software Asset Management (SAM) tools (Flexera) to address budgeting, software compliance & inventory.
- Validate data quality (completeness and correctness) based on SAM repository and potentially other sources (e.g. server lists, ADDM)
- Identify savings opportunities for renewals, software licensing, and services. Follow through with vendors and Humana Associates to obtain identified savings
- Assist in the development of reporting to address management requirements – e.g. information for budgeting, software compliance & inventory, contract summaries, and cost comparisons
- Consult application teams & technical project managers on license related questions
- Liaison between local teams and global contract management (Germany)
- Coordinate all aspects of the Daimler Annual Software Survey for ITI/N
- Main products: IBM, Microsoft & Oracle
- Liaison between Performance Managers and Service Level Management
- Provide Service Cost forecasting to Service customers to facilitate budgetary submission requirements
- Using Excel, build and maintain a Service portfolio for financial reporting, and using Pivot tables/views produce customized reporting for Regions, Legal Entities, or Departments
- Facilitate the Service Invoicing process by billing on a Quarterly basis and in accordance with Controller fiscal deadlines.
- Perform billing reconciliation and follow up to ensure accurate revenue collection process
- Support ITI/N Performance Manager on financial topics relating to SLM, especially budgeting, service customer inquiries and invoicing processing.
- Advanced knowledge of MS Office tools, particularly Excel (Pivot Tables, VLookups, Filtering, etc.), SharePoint, and Word
- Strong knowledge of Information Technology especially hardware and data center.
- Strong knowledge about ITIL process framework – especially service level management, service catalog management, and IT financial management
- Ability to utilize complex IT systems for SLA contract creation, tracking, billing and reporting
- Previous experience with Software Asset Management
- Strong knowledge about license metrics for main software vendors
- Ability to work independently, take initiative, set priorities and see projects through to completion, meet deadlines and respond to changing priorities
- Proven analytical, evaluative and problem-solving abilities.
