Associate I

1 week 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:
1. Get validation tasks from project management system. 2. Build the SUT(system under test) from parts according to configuration file. 3. Connect the SUT to test network and register it on test management tool. 4. Make sure SUT is accessible remotely when remote trouble shooting is required. 5. Assist FIV engineer on DOE(Design Of Experiment). Typical efforts include swapping parts/Screenshots capture/Local log files acquisition. 6. Perform OOBE(Out Of Box Experience) test and reports issue found to FIV engineer. 7. Weekly review meeting with FIV engineer 8. Coordinate with local peers on inventory/logistics management. 9. Travel NOT required. 10. Work in Day shift hours. OT might be required on demand 1. Associate degree majoring in engineering 2. Able to read/write/speak in English. (Mandarin is a plus) 3. Basic understanding of computer system 4. 1~2 years’ experience in computer OEM/OEM preferred.

**Skills**:
Management,Troubleshooting,Oem

**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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