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Associate I
3 weeks ago
Role Proficiency:
Work under constant supervision to close service requests generate reports and other tasks assigned by managers.
Outcomes:
- Successfully handle the software licensing related requests in acquiescence with the appropriate SLAs adhering to Compliance Guidelines and Procedures
- Generate reports from ITAM tools like Service Now and Snow for software requirements and usage analysis purposes
- Track and ensure notice periods are met for Trials exceptions granted for temporary usages; thereby ensuring license compliance
- Identify savings opportunities through software re-harvesting and license optimization
- Download usage reports from various publisher portals for analysis.
- Prepare weekly and monthly reports of tickets by categories types and geographies to measure performance to SLA and other operational metrics
Measures of Outcomes:
- SLA adherence of 95%
- Number of tickets handled
- Number of review comments
- Number of Non-Compliance during process audits
- Training or certifications performed - 2 per year
Outputs Expected:
Tickets:
- Expected to close all the tickets with at least 95% SLA adherence.
- Number of tickets handled in line with team’s average
- Should not receive more than 2 negative review comments per quarter.
Compliance:
- No non-compliance reporting during process audits
Training:
- Attend at least 2 trainings in a year
Skill Examples:
- Ability to understand prioritize and escalate tasks to resolve issues quickly and make decisions promptly
- Excel skills
- A desire for continuous learning and skill development.
- Good verbal and written communication skills required.
- Good working in a team environment and with other teams
- Self-motivated and enthusiastic
Knowledge Examples:
- Tool Utilization: SNOW Service Now Flexera and SCCM etc
- Knowledge of MS Excel
- ITAM Best practices
- Foundation Level - ITIL v3 or ITIL v4
Additional Comments:
Outcomes: Assist in all lab audits (internal and external) to ensure process compliance Assist in lab Inventory handling to enable day-to-day transactions in the lab Perform low complexity SMD level rework Perform low complexity board setup. Assist in basic lab setup including host and network Enable lab item transfer from one location to location to ensure smooth operation of lab Assist in smooth operations of lab Inventory day-to-day transactions. Adhere to safety guideline of lab (Chemical Electrical Fire and General Safety Guidelines) Practice FAST Goals; seek and accept feedback
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