Job Description

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Role Proficiency: Independently handle ticket closures generation and maintenance of reports and asset management consultancy to customers. Guide A1 and A2 resources to excel in their roles.

Outcomes: * Provide asset management consultancy for optimum software license usage and best practices to UST employees

• Supported Software Catalogue Management and Maintenance - Freeware Commercial and Server Software and periodic removalarchival of obsolete software; thereby keeping up to date.
• Managing and maintaining software listed in Self-Service Portal (SCCM deployment) Isolve etc
• Customising and scheduling reports from Service Now and Snow for analysis purposes
• Analysing the software usage reports from various publisher portals and working with corresponding SPOC to fix under usage or over usage issues
• Coordinate with team members to maintain accurate systems coverage in Snow
• Software License/Contract Allocation in Snow
• Mentor A1 and A2 band employees

Measures of Outcomes: * Number of review comments - Non-compliance during process audits

• Automation of service
• Snow Coverage
• Optimisation of software subscriptions
• Training or certifications completed -2 per year

Outputs Expected: Tickets: * Should not receive more than 2 negative review comments per quarter.

Compliance: * No notices of non-compliance during process audits

Trainings: * Attend at least 2 trainings in a year

• Automation

• Automate at least 2 services per year to considerably reduce the manual work c

Snow Coverage: * Snow Coverage to more than 95% on desktops and 99% on servers

• Able to reduce the new subscription purchase for at least two publishers per year by clean-up

Skill Examples: * Ability to understand prioritize and escalate tasks to resolve issues quickly and make decisions promptly

• Strong Excel and Dashboard skills
• A desire for continuous learning and skill development.
• Excellent verbal and written communication skills required including the ability to effectively communicate in both highly technical and non-technical environments
• Detail oriented customer oriented result delivery oriented analytical thinking
• Self-motivated and enthusiastic
• Working in a team environment and with other teams
• A great problem solver with the ability of coaching others to do the same

Knowledge Examples: Knowledge Examples * Knowledge of the process of various organization units like legal procurement REFM team etc

• Knowledge of various tools involved in IT Asset lifecycle management i.e. Snow Service now SCCM etc
• Knowledge of various organization units involved in IT Asset lifecycle management.
• Knowledge of standard ITIL Processes - Change Management Configuration Management and Service Support
• Knowledge of ITAM best practices
• ITAM tools utilization i.e. SNOW Service Now etc
• ITAM Best practices
• Principles of ISO 19770
• Foundation Level - ITIL v3 or ITIL v4

Additional Comments:

Perform ITAM Operations role as per details provided and measured by stipulated SLAs / KPIs defined mutually between the client & UST. ITAM Operations \xe2\x80\xa2 Daily new asset upload from ship reports (automation in progress for US, but will still be manual for EMEA, APAC, and Canada) \xe2\x80\xa2 Hardware vendor management (assets received, but not listed on any ship reports) \xe2\x80\xa2 ITALM mailbox monitoring and responding to emails, resolving user queries/issues \xe2\x80\xa2 Managing the ITALM incident queue and resolving as per defined procedures/SLAs \xe2\x80\xa2 Validation and monitoring of new Asset Management stories pushed to Production (Device Wipes, DMP auto-assigned computers, Exiting Worker notifications) \xe2\x80\xa2 Ensure Bulk updates in ServiceNow on timely basis with 100% accuracy & validation \xe2\x80\xa2 Ariba Kitting for Hardware process wherever applicable \xe2\x80\xa2 Maintain Asset related data (Install, Add, Modify, Decommission & Retire/Dispose) \xe2\x80\xa2 Investigate and resolve discrepancies and accuracy issues of the CMDB. \xe2\x80\xa2 Track and maintain copies of warranties, maintenance agreements, and vendor contracts. \xe2\x80\xa2 Ensuring Compliance to workflows of \xe2\x80\xa2 Exiting Worker \xe2\x80\xa2 Stolen/Lost/Missing Assets \xe2\x80\xa2 Old Assets to be returned \xe2\x80\xa2 RMA coordination with OEM vendors ITCS/UST Liaison: \xe2\x80\xa2 Ensure Asset-related Process/Performance improvements are implemented by respective teams (ITCS, SD) \xe2\x80\xa2 Monthly meetings with ITCS technicians to update of any changes regarding ITAM processes, issues they are having, and general feedback \xe2\x80\xa2 Training for new ITAM processes or changes in current processes in ServiceNow \xe2\x80\xa2 Main point of contact for ITCS technicians regarding ServiceNow functionality or performing updates they do not have permissions for Finance Liaison: \xe2\x80\xa2 Weekly meetings with the FAR (Fixed Asset Reconciliation) team to provide insight on laptop/desktop assets \xe2\x80\xa2 Liaise with Finance for Quarterly/Half-yearly reconciliation with Finance \xe2\x80\xa2 Follow-up and close-loop actions related to discrepancies/accounting Various POC or Testing: \xe2\x80\xa2 Initial ServiceNow testing for Asset Management (created personal dev instance and took Asset Management training) \xe2\x80\xa2 Ingram Micro e-waste trial pickups (regular and onsite wiping) \xe2\x80\xa2 ServiceNow New York upgrade testing \xe2\x80\xa2 On-going testing of enhancements / features implemented on Asset Lifecycle Platforms/tools (NH, MarketPlace, Snow etc) E-waste: \xe2\x80\xa2 Coordinate with e-waste vendor(s) & client Site contacts for pickups \xe2\x80\xa2 Donation coordination between site, e-waste vendor and sustainability team \xe2\x80\xa2 Monitoring e-waste stockroom thresholds \xe2\x80\xa2 Updating of assets moving from stockroom to stockroom \xe2\x80\xa2 Updating of assets to disposed in ServiceNow from disposal reports \xe2\x80\xa2 Ensuring WIPE compliance by vendor & related workflows Asset Reporting: \xe2\x80\xa2 Creation of ad hoc reports for various teams regarding Hardware Assets (Device Engineering, Finance, Security, PAW) \xe2\x80\xa2 Liaison for Dashboard creation & maintenance \xe2\x80\xa2 Monitoring of KPIs, Dashboard health \xe2\x80\xa2 Computer Report reconciliation (with Concur) \xe2\x80\xa2 Mobile Report reconciliation (with Concur) \xe2\x80\xa2 Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support Asset Analysis Auditing: \xe2\x80\xa2 Data Analysis \xe2\x80\xa2 Quality validations \xe2\x80\xa2 Spot-checks \xe2\x80\xa2 Conducting Periodic audits On Demand: \xe2\x80\xa2 Participate or Drive special projects / activities like M&As, \xe2\x80\x9cManaged Devices Compliance\xe2\x80\x9d, Asset Management drives etc., Additional Knowledge & Skills: \xe2\x80\xa2 Maintain all necessary certifications to perform required responsibilities in support of ITAM, specific computer networks, hardware, software and applications being supported \xe2\x80\xa2 Basic knowledge of computer configuration, networking, Airwatch MDM. \xe2\x80\xa2 The ability to multi-task and handle ever changing priorities \xe2\x80\xa2 Willingness to learn new skills and work outside of your comfort zone with the end-user community \xe2\x80\xa2 Ability to manage individual tasks that may require cross departmental communication and collaboration \xe2\x80\xa2 Direct work experience in a contract management or purchasing and procurement capacity, including all aspects of strategy development and execution. Minimum Requirements: \xe2\x80\xa2 3+ years in asset management role & should be proficient using Excel to compare and combine data from multiple sources \xe2\x80\xa2 Bachelor\'s Degree in Information Systems or Information Technology or equivalent experience required \xe2\x80\xa2 Must have excellent communication skills, positive attitude, attention to detail and be engaging with end-users and client stakeholders. \xe2\x80\xa2 Must be flexible and able to be work on various shifts (Morning, Afternoon, Evening & night) to include weekends if needed (not expected). \xe2\x80\xa2 Experience with MAC, Microsoft\xc2\xae OS and Microsoft Office\xc2\xae applications \xe2\x80\xa2 Experience with problem solving in a support-oriented environment \xe2\x80\xa2 Exceptional soft skills and asset management skills \xe2\x80\xa2 Team player, good communicator, self-directed work style and ability to multi-task

UST