PURPOSE OF ROLE
We are the provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect,implement and manage technology today while transforming for tomorrow. The EMEA Services Delivery function is responsible for delivering professional and managed services to our clients across a full range of technology and software offerings, delivering a scaled, consistent client experience and methodology through four centres of excellence (COE). The Service Design & Delivery team take the lead on designing client solutions in partnership with our clients before planning and executing the end-to-end engagement. The Engineering team provide innovative migration and implementation activities both automated and scripted, to achieve maximum efficiency, consistency, and performance. The Customer Operations team provide high-quality customer support across the region f rom multiple delivery centres. The Licence Consulting team provide expertise in optimisation and compliance services to clients on-premise or in the cloud, maintaining cost efficiency and savings. Complementing our COE's are the Service Delivery Management team. Located in every country, they manage the client experience to ensure a truly client-centric approach across EMEA. Software Lifecycle Services (SLS) is an integral part of LCS. SLS provides the technical delivery and analysis to support LCS advisory projects and run Sof tware Asset Management (SAM) related managed services. SAM is a set of proven IT practices that unite people, processes, and technology to control and optimise the use of software across an organisation. SAM helps control costs as well as manage business and legal risks,optimise sof tware licensing investments, and align IT with business needs.
The SLS Analyst resides within the Licence Consulting area of the EMEA Services function and, specifically, within the Sof tware Lifecycle Services team. The SLS Analyst is responsible for providing support to LCS Consultants and clients, producing robust analysis, and for the consolidation and preparation of data and delivery against client requests. The SLS Analyst uses and contributes to the Insight knowledge base and methodologies to advance client operations and drive innovation and ef ficiencies whilst meeting defined high-quality outputs.
Key Duties And Responsibilities
Support the delivery of projects through high-quality data analysis; preparatory work includes data gathering, aggregation and processing and analysis may include how much sof tware a customer has purchased or consumed, or how licensing metrics and charging models may apply to clients.
- Responsible for managing multiple concurrent tasks in an efficient manner including tracking progress against deadlines and expectations, as well as working with colleagues to understand anomalies and overcome conflicts or issues.
- Preparation of analyses and observation to support improved efficiency in client and operations including providing support for regular reporting and strategic review or planning workshops to be delivered by more senior colleagues.
- Provide first- and second-line assistance to clients via the service desk, through online portals, email or telephone, in response to requests and queries submitted by clients, tickets can contain requests for information, licensing administration or advice or specific licencing queries.
- Manage the workflow of the service desk, including ticket allocation based on team workloads, tracking and management of responses through to completion and escalate to more senior teammates as appropriate.
- Use of , and ongoing contribution to the LCS knowledge base and process libraries. This list is not exhaustive, you will be required to take on additional responsibilities as reasonably requested by your manager.
Key Results Indicators
Client Satisfaction and loyalty
Escalation Management
Department Profitability
Measure of success
Achieve client satisfaction at or beyond target rate through client survey
All escalations are actioned and resolved to a satisfactory outcome
Services delivering 100% against annual financial plan
Essential
QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE
- Working knowledge of at least one licensing management tool, to the level where consumption and entitlement analysis can be performed without error for common licensing metrics
- High level of written and spoken English
- Strong communication skills, especially in being able to confirm requirements and manage expectations pro-actively
- IT and licensing awareness of at least one software publisher, including attainment of a relevant accreditation
- Proven ability to clearly and concisely explain methods used and results of analyses, including internal handover of draft deliverables.
- Excellent relationship management skills with the ability to work with a variety of teammates, clients and partners in order to achieve success.
- Proficient in data analysis, with the ability to interpret multiple data sets, summarise key points, expectations, issues, trends, etc. Consistently highlights observations and is pro-active in making recommendations.
Desirable
- Operational knowledge of a SAM tool (such as Flexera, SNOW, ELD or Aspera) to the extent that the SLS Analyst can provide core walkthroughs of end-user functionality
- Fluent in an additional European language
- Core project management capabilities
- Exposure to IT tools (Microsoft SCCM, ServiceNow or SQL scripting)
- Experience of working within a globally diverse environment, showing an understanding of and keen interest in equality, diversity and inclusion.
- Ability to work with clients, partners and teammates at all levels, establishing credibility and building trusted status.
- A confident, outward-looking, proactive communicator.
