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Technology Operations Lead - Software Asset Management

Req #: 170111132
Location: Jersey City, NJ, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co is actively seeking a Service Delivery Specialist. The Service Delivery Specialist will provide level 2 support for the Software Asset Management lifecycle within JPMC, including management of software request fulfillment processes, maintenance of vendors and products in the global software catalog, managing software license keys and media, and support licensing compliance activities against contractual obligations. The Service Delivery Specialist will be responsible for updating asset events throughout the IT asset lifecycle from procurement to retirement ensuring accurate and complete accounting of software assets and will be responsible for implementing the day to day activities of the asset management process and escalating any issues with the process.  The role will also have a heavy focus on quality control for key software vendors as well as process improvement, including development of automation enhancement proposals.  As the function matures the role will also assume responsibilities in the area of software compliance and related reporting.
Day-to-day responsibilities to include:
- Manage a ticket queue of software requests for users and systems firmwide to prescribed SLA’s
- Manage software licensing and inventory, which requires a good understanding of licensing terms from vendors like Microsoft, IBM, Symantec, Oracle, HP, Adobe and others
- Interfacing with customers and end-users to resolve license management and software fulfillment issues
- Establishing and executing processes to ensure timely fulfillment of user requests while also preventing licensing compliance breaches
- Ensuring distribution, return, transfer, accounting, etc. of software licenses are managed to contractual obligations, including reporting and conducting periodic review meetings with vendors
- Working with the JPMC sourcing team and with external software vendors to identify and document licensing and entitlement rules for vendor software products
- Producing management reporting on software request, fulfillment, and license recovery metrics
 - Process Improvement: Reviewing and documenting current state business and operational procedures to identify opportunities for efficiency improvement, propose solutions and ultimately to implement those solutions
- Process Improvement: Ability to identify automation opportunities, articulate a plan, build consensus and drive the automation effort to fruition
This position is anticipated to require the use of one or more High Security Access (HSA) systems.  Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter.  The enhanced screening will need to be successfully completed prior to commencing employment or assignment.
- A collaborative style and ability to build the appropriate relationships and partnerships both across the firm and with external vendors and service providers
- 5+ year's experience working directly with customers and end-users supporting complex workflow operations
- Ability to break down complex tasks and explain solutions
- Ability to engage with key stakeholders across teams to drive implementation of solutions
- Strong organizational skills and ability to multitask and work in a changing environment
- Experience identifying automation opportunities and driving them through to implementation
- Strong Microsoft Excel skills, including the ability to produce useful reporting from spreadsheets containing thousands of rows of data
- Excellent written and verbal communication skills
- Bachelors degree or equivalent work experience
- Experience with enterprise Software Asset Management operations
- An understanding of generally accepted software licensing terms and practices
- Experience interpreting software agreements for large scale organizations and applying contractual requirements for licensing and entitlements
- Software compliance background
- Business analyst background
- Experience working/managing a ticket queue
- Proven track record working with remote teams
- Stakeholder engagement skills, including ability to interact with all levels of the organization in a cross-functional team environment
- Advanced Excel skills, including the use of the VLOOKUP function and creation/manipulation of Pivot Tables (i.e. reporting)
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