Service Desk Analyst

Key Responsibilities

·         The SAM Analyst will serve as primary point of contact for software related requests through the service desk workflow (ServiceNow).

·         Enforce SAM policies, processes, and standards, both global and any region-specific to establish adherence and maintain compliance.

·         Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of software and components.

·         Review new software requests for accuracy and adherence to standards and policies, as well as re-harvest/redeployment opportunities.

·         The Analyst would be responsible for collecting information through end user conversation, probing, accessing support tools, and coordinating with additional support teams if needed.

·         Assign, reject or re-assign software request tickets, or work with requestors on alternative options, and ensure the necessary data is captured for compliance, procurement, deployment, and customer satisfaction purposes.

·         Escalate potential compliance matters, standards or policy deviations, and other software related issues to the Global Services Lead and regional SAM Orchestration Managers.

·         Responsible to raise a Purchase Order through Coupa or other procurement tools for new software requests after ensuring the entire lifecycle process is followed.

·         Utilization of the Inventory Tool/ Central repository for optimized use of software licenses.

·         Facilitates end user communication support

·         Creates a positive end user support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling end user with a professional attitude.

·         Ensures the end-to-end user experience and acts as a single point-of-contact for the end user.

·         Gains knowledge on software, processes and support to increase ability to resolve requests on first contact.

• Bachelor's/College Degree in business or technical field (e.g., Computer Science, Management Information Systems, etc.)

• ITIL intermediate certifications are a plus

• 3-4 yrs or graduate entrée trainees

• Strong communication, presentation, and interpersonal skills

• Ability to translate licensing terms and conditions in vendor contracts to license compliance or SAM data requirements

• Proactively identify cost savings opportunities relating to software and software maintenance

• Strong end user service skills

• Self-motivated, goal oriented, and an innovative thinker

• Maintain strong analytic, technical, and troubleshooting skills

• Working experience with IT Service Management tools (e.g., Remedy or ServiceNow)

• Familiar with Microsoft O365 or similar tools

• Continuous improvement attitude – ability to seek out and implement external leading SAM practices