Job Seekers, Please send resumes to resumes@hireitpeople.com Job Description:
Primary Purpose: Provide technical and analyst support for the Service Level Management (SLM), Software Asset Management (SAM), and IT Financial Management (ITFM) Process of the NAFTA Datacenter.

Tasks:
Ongoing support for Service Level Management process:Creation / Change of Service Level Agreements (SLAs) based on existing service catalog including approval processManaging Service Level Management Workflow (based on Remedy ticket system)Support Service ReportingLiaison between technical project managers and Service Level ManagementSupport yearly SLA and service catalog review processSupport 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 processesManage hardware maintenance contracts:Maintain a repository to ensure all systems are covered with appropriate vendor supportCoordinate renewal of support agreements with vendorsEnsure maintenance contract spend by ITI/N is properly recorded in Customer's Service Level AgreementsSoftware 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 expirationMaintain 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 savingsAssist in the development of reporting to address management requirements – e.g. information for budgeting, software compliance & inventory, contract summaries, and cost comparisonsConsult application teams & technical project managers on license related questionsLiaison between local teams and global contract management (Germany)Coordinate all aspects of the Daimler Annual Software Survey for ITI/NMain products: IBM, Microsoft & OracleOngoing support for the IT Financial Management process:Liaison between Performance Managers and Service Level ManagementProvide Service Cost forecasting to Service customers to facilitate budgetary submission requirementsUsing Excel, build and maintain a Service portfolio for financial reporting, and using Pivot tables/views produce customized reporting for Regions, Legal Entities, or DepartmentsFacilitate 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 processSupport 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 WordStrong 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 managementAbility to utilize complex IT systems for SLA contract creation, tracking, billing and reportingPrevious experience with Software Asset ManagementStrong knowledge about license metrics for main software vendorsAbility to work independently, take initiative, set priorities and see projects through to completion, meet deadlines and respond to changing prioritiesProven analytical, evaluative and problem-solving abilities.