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:




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


All candidates who meet the requirements above please send your resume in word format to LISA at the following email.

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

Dice Id : patel
Position Id : 177892

Similar Positions

Credit Risk IT Project Manager
  • Affinity Resource Group (MRI)
  • New York, NY
Disaster Recovery Project Manager
  • The Matlen Silver Group, Inc.
  • Jersey City, NJ
Change Manager, Cultural & Process Change
  • AETEA Information Technology Inc
  • Woodcliff Lake, NJ
Process Manager
  • Spruce Technology Inc.
  • Manhattan, NY
Project Manager (Change management / Business process)
  • New York, NY
VP Level Project Manager - Securities Lending
  • Blackstone Professional Recruiting
  • New York, NY
Project Manager - P&C (NYC location, C2C OK)
  • InSource, Inc.
  • New York, NY
PLC Lead
  • Mitchell Martin
  • New York, NY
Project Manager with E-Commerce and ORDER MANAGEMENT - NJ
  • RTP Technology Corporation
  • Totowa, NJ