Process Analyst

5+ Years Experience ITIL Foundation certified
Contract Corp-To-Corp Negotiable
Travel not required Telecommuting not available

Job Description

Title:  Process Analyst

Location: Woodcliff Lake, NJ

Note: Local candidates preferred for in person interview.

 

Qualified candidates, please submit resume to:  Lisa@patelcorp.com

 

 

     

Process Analyst: Service Level Management & Software Asset Management

• 5+ Years Experience• ITIL Foundation certified

 

Job Description

Implement ITIL processes using ITSM Tools and managed the ITSM/ITIL functions and processes of many different businesses including changing organizational structures and reengineering the way business does IT for Project Management Implement new clients or re-configured the existing client with proper “Services” and created/fixed their service desks.

• Implement Problem Management, Change Policy, and Support Models with OLAs/SLAs for client

• Manage major Incident Manager to Increased production support availability numbers and increased customer satisfaction by implementing ITIL Best Practices and/or improving existing ones,

• The Service Desk (ITIL - MIM/IM/PM/RFF) implementation using OLAs/SLAs successfully

 

  1. 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)
  • Participate in the continuous process improvement for the SLM and Service Delivery processes
  1. Manage hardware maintenance contracts:

 

  • Maintain a repository to ensure all systems are covered with appropriate vendor support
  • Coordinate renewal of support agreements with vendors
  1. Software Asset Management (Server)

 

  • 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 (IBM ILMT, 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)
  • 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 (over seas)

 

Main products: IBM, Microsoft & Oracle

Required Knowledge/Skills (necessary to perform proficiently in this position)

  • Conceptual knowledge of Information Technology especially hardware and data center.
  • Strong knowledge about ITIL process framework – especially service level management and service catalog 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

 

HOW TO APPLY:
All candidates who meet the requirements above please send your resume in word format to LISA at the following email. Lisa@patelcorp.com

Please include the following description in the subject line of your email (LMD-ST-Process)

Posted By

Lisa D

1525 Morris Ave Union, NJ, 07083

Contact
Dice Id : patel
Position Id : 177892

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