Technical Support Analyst

Location: Atlanta, GA
Date Posted: 02-12-2018
  We are looking for Technical Support Analyst at Atlanta, GA for our direct client, Kindly send me your resume to
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
Technosoft corporation
One Towne Square, Suite 600
Southfield, MI 48076
Direct   : +1 248 415 4540
Board   : +1 248 603 2600

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.
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