Associate I

7 days ago

Bayan Lepas, Malaysia UST Global Full time

1 Opening- Bayan Lepas**Role description**:
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:

- An administrative, inspection role - Doing reporting - checking inventory parts, inspecting inventory parts - Basic Computer skills - Able to read part numbers - Good in Microsoft Excel - Must be able to work shift - 2 yrs IT background experience

**Skills**:
Inventory Management,Information Technology,Computer

**About UST**:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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