Analyst Sr. - (SAM)

Westlake•Houston, TX

1d•Onsite

About The Position

This Senior Analyst - User Support (SAM) role is to support the operation of the organization’s computing infrastructure by acting as the primary contact for Westlake’s Enterprise wide software.

Requirements

B.A./B.S. in Computer Science or other technical field preferred.
Minimum 7 years of experience in computer support.
Excellent verbal and written communication skills.
Experience using SAM or inventory management tools to manage software assets, track entitlements, and generate reports (e.g., ServiceNow ,SAP, spreadsheets).
Familiarity with software licensing models, enterprise applications, and environments including desktop, server, cloud, and SaaS platforms.
Understanding of common SAM challenges such as normalization gaps, discovery coverage, reclamation delays, and contract visibility.
Self-starter, yet willing and able to take and execute direction when needed.
Works well in a team environment.

Nice To Haves

Preferred certifications (added advantage): Certified Software Asset Manager (CSAM), ITIL Foundation, Certified IT Asset Manager (CITAM), or relevant SAM tool certifications (e.g., ServiceNow SAM ).

Responsibilities

Responsible for tracking a comprehensive database of all Enterprise software used at Westlake.
Verifying compliance with contractual software licensing levels
Manage the ServiceNow Software Asset Management module ensuring that Support other business units with software licensing during and after software procurement.
Make recommendations to his or her supervisor for cost savings by matching license utilization with future license purchases.
Use the systems and devices provided to ensure our software license information is correct.
Assume ownership of I.T. customer service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion.
Provide high-quality and timely communications to I.T customers during the service process, using frequent verbal and written communications. Actions taken on a service request will be logged into the I.T. work order.
Propose and write policies and operating procedures around software asset management. Present these proposals to management committees for approval.
Maintain and project a professional attitude toward I.T. customers at all times and in all circumstances.
Diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T. customers.
Possess extended level of expertise; is the go-to person for solving difficult issues.
Assist Analyst Principal in maintaining the ITSM application currently utilized by Westlake.
Provide alternatives when necessary in order to meet I.T.’s customer’s business requirements.
Provide support to the I.T. Service Desk and other I.T. personnel as needed.
Comply with all Company policies and procedures.
Fully supports Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
Any additional responsibilities or tasks as necessary.