SACM Analyst

Reference: HR000263-EV-1

PURPOSE

Provide administrative support for all process functions related to Service Asset and Configuration Management (SACM) and Software License Management (SLM) in the contracted services delivered to clients. Duties & Responsibilities

FORMAL EDUCATION

• Grade 12 (Compulsory)

• IT Certificate/Diploma would be an advantage

EXPERIENCE

• 1-3 years' experience in Asset Management practices within the IT industry, specifically the outsourcing industry.

• 1-3 years proven track record of experience in the IT industry.

• Basic experience with technical aspects of IT including networks, servers, application architecture, application development, and related Asset Management controls and associated risk issues.

• Basic experience with Asset Management tools.

• Basic experience with Incident Management, Problem Management, and Change Management control tools.

• Basic experience with Microsoft Word, Microsoft PowerPoint, and Microsoft Excel.

TECHNICAL / LEGAL CERTIFICATION

• ITIL 4 Foundation (desirable)

• SIAM Foundation (desirable)

• ITIL Practitioner Certification (ITIL Release Control and Validation (RCV) is desirable)

RESPONSIBILITIES

• Line management and Service management:

• Functioning and participating in a matrix team.

• Manage SACM and SLM responsibilities and service levels defined in the contract, operationally and administratively.

• Client relationship:

• Responsible for the SACM and SLM process interfaces with the contracted clients and/or service providers.

• Act as a contact point for SACM and SLM process issues relating to administrative service delivery.

• Client governance structures:

• Operate within the approved mandate and objective of internal and client governance structures.

• (Tool administration, Minutes, Time Management, Decision Register, etc...)

• Service Planning and Control:

• Ensure administration activities are aligned and executed to the defined End to End SACM and SLM processes.

• Contractual:

• Ensure compliance to Scope of Work deliverables for responsible SACM and SLM areas and processes according to approved RACI.

• Manage and abide by SACM and SLM Service Level agreements.

• Operational duties:

• Participate in applicable operational forums.

• Participate in operational integration between clients and service providers.

• Adhere to Operational and Change Management governance requirements with regard to SACM and SLM.

• Manage operational reporting requirements to fulfil contracted obligations in the scope of the defined Job description (Appendix A).

SACM Analyst: Main function

To enhance the integrity of the SACM data by applying different tools and Service Manager (MFSM) functions.

• Do data cleanup after exports from different databases to get rid of, for example, spaces etc.

• Comparisons in Excel between Sentinel Report, AD and MFSM. Use VLOOKUP function in Excel to get specific result sets over multiple databases.

• Investigate and correct mismatches on MFSM EUC Integration Dashboards.

• Run MFSM reporting on AMSA Reporting website and analyze and correct data.

• Escalate process failure or System failure to MFSM team.

• Propose workarounds and solutions to MFSM team.

• Continual training is based on findings to the different teams.

Projects

• Participate as a Subject Matter Expert on the administrative elements within the established Gijima and Service Delivery implementations and optimisations of systems and processes to fulfil contractual requirements.

• Work with Transition Manager to transition and transform contracted services.

SKILLS AND COMPETENCIES

• Ability to interact on management level, adequate communication skills, professional conduct when engaging with vendors through different media.

• Knowledge of the Client account and vendor contracts.

• Reporting skills (Microsoft Excel, Microsoft PowerPoint) skills for interpretation and presentation of reports.

• Fulfilling the operational expectations of the contracted deliverables to the clients as proposed, to ensure that the contracted benefits are realized.

• Basic knowledge of the desktop, mainframe, Wintel, Unix, and networking environments, particularly in the context of servers and data centres.

• PC Skills - Basic Proficiency.

• Basic knowledge of Asset Management and License Management administration tools.

APPENDIX A SACM Administrator Roles:

• To update CMDB based on RFS / Incident / Changes received

• Ensure completeness of info received via RFS / RFC and update the CMDB

• To escalate incomplete data from RFS / Incident / Changes to responsible parties timeously

• Inform SACM Analysts of any risks and issues in a timeous manner and escalate areas for improvement (resources, processes, infrastructure)

• Ensure Quality of data input (CMDB)

• Create Assets based on procurement records

• Update Configuration Relationships

• Liaise with other support areas (LOBs) to ensure process and data requirements are stringently met according to the defined SACM processes

• Run and provide reporting and required management information in area of responsibility

• Assistance with disposal process

• Redeployment of redundant hardware assets

• Assistance with store audits and stock takes

• Process queries on incorrect data, data accuracy processes, etc.

• Ensures that variances in data accuracy in the SACM Database are monitored and corrected accordingly and that corrective actions are taking to prevent recurring variances

• Functions as a subject matter expert to project requests where SACM forms an element of the project

• Provides input to Asset Management process improvement

• Perform against implemented policies and procedures to govern the SACM processes within the client

• Ensure regular housekeeping of the client SACM Database following initial population

SLM Administrator Roles

• To assist in the execution of business as usual (BAU) functions for the client SLM processes

• To ensure accuracy and availability of software and asset information for operational use as defined in the client scope of work.

• To ensure that the SLM database is updated upon implementation of changes (where contracted).

• Timeous escalation of all SLA impacting incidents to the SLM Manager.

• To ensure contracted and operational reporting information is provided timeously and as contracted.

• Responsible for all software asset management in the Desktop and Open Systems Environments

• Registration of software contacts and licenses as well as software support and maintenance contracts in the applicable SLM tool (where contracted)

• Software Maintenance Renewal Contract administration (where contracted)

• Archiving of inventory items to remain in compliance with the SLM tool licensing (where contracted)

• Provision of data extracts of software and license statuses

• Provision of reporting of software inventory against contract and license base (where contracted)

• Assist with the management of the administrative technical health of the SLM tool

• Assist with the management of the internal administrative health of the SLM tool