About the position - The SAM Analyst will act as a Software Asset Management (SAM) gatekeeper for Software requests raised by end users, while supporting software and license management needs of the users.
This role will be part of the centralized SAM Operations team and focused on supporting end-user software which comprises of the full lifecycle of request, incident management and re-harvest.
Job Summary The SAM Analyst will be the primary level of support for Global Software requests and incident tickets raised by business and internal SE users.
This analyst would be expected to know all the global ITAM policies and standards, lead by example by complying and be an ambassador for such.
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.
Adheres to Company’s Code of Conduct and Mission and Value statements. Qualifications Education : Bachelor's / College Degree in business or technical field (e.
g., Computer Science, Management Information Systems, etc.) ITIL intermediate certifications are a plus Job Related Experience : 0-1 yrs or graduate entrée trainees Others (e.
g. language skills, technical skills) : 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 Schedule : Full-time Req : 007U1C