Technical Support Analyst

Location: Atlanta, GA
Date Posted: 02-12-2018
Hello,
 
  We are looking for Technical Support Analyst at Atlanta, GA for our direct client, Kindly send me your resume to gokul.k@iknowvate.com.
 
Tasks:
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)
•             Build and maintain a SharePoint site for the SLM process with a focus on customer/management reporting.
•             Participate in the continuous process improvement for the SLM and Service Delivery processes
 
2.            Manage hardware maintenance contracts:
 
•             Maintain a repository to ensure all systems are covered with appropriate vendor support
•             Coordinate renewal of support agreements with vendors
•             Ensure maintenance contract spend by ITI/N is properly recorded in Customer’s Service Level Agreements
 
3.            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 (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, ADDM)
•             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 (Germany)

 
4.            Ongoing support for the IT Financial Management process:
 
•             Liaison between Performance Managers and Service Level Management
•             Provide Service Cost forecasting to Service customers to facilitate budgetary submission requirements
•             Using Excel, build and maintain a Service portfolio for financial reporting, and using Pivot tables/views produce customized reporting for Regions, Legal Entities, or Departments
•             Facilitate the Service Invoicing process by billing on a Quarterly basis and in accordance with Controller fiscal deadlines.
•             Perform billing reconciliation and follow up to ensure accurate revenue collection process
•             Support ITI/N Performance Manager on financial topics relating to SLM, especially budgeting, service customer inquiries and invoicing processing.
 
 
 
Required Knowledge/Skills (necessary to perform proficiently in this position)
•             Advanced knowledge of MS Office tools, particularly Excel (Pivot Tables, VLookups, Filtering, etc.), SharePoint, and Word
•             Strong knowledge of Information Technology especially hardware and data center.
•             Strong knowledge about ITIL process framework – especially service level management, service catalog management, and IT financial 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
•             Ability to work independently, take initiative, set priorities and see projects through to completion, meet deadlines and respond to changing priorities
•             Proven analytical, evaluative and problem-solving abilities
 
 
GK
Technosoft corporation
One Towne Square, Suite 600
Southfield, MI 48076
Direct   : +1 248 415 4540
Board   : +1 248 603 2600
Gokul.K@technosoftcorp.com
 
 


At least a bachelor’s degree in Computer Science, Engineering or related field or an equivalent in education is required for this position.
We are an Equal Opportunity Employer.
or
this job portal is powered by CATS