Operations Production Support Specialist Sr

PNC Financial Services Group - Pittsburgh, PA3.7

ContractEstimated: $72,000 - $97,000 a year
EducationSkills
Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As a Software Asset Management Specialist Lead within PNC's Finance organization, you will be based in Pittsburgh.

As an experienced SAM Specialist, you understand contractual, financial and operational aspects of the software lifecycle in support of compliance activities, service management and software strategies. You possess a deep understanding of software contracts, entitlements and licensing models. As a member of our centralized SAM team, the SAM Analyst Lead is responsible for maintaining software inventory and entitlement data within our commercial SAM tool, evaluating license compliance positions and measuring the outcomes of our SAM processes through validation and reporting of Key Performance Indicators. In this role, the SAM Specialist collaborates with cross functional stakeholders and application owners through sharing pertinent SAM data to facilitate operational efficiency and optimization of our software spend.

Responsibilities
Implement policies, processes, and procedures for effective software asset lifecycle management
Support commercial SAM tool implementation for critical software publishers; serve as subject matter expert for SAM platform and system
Serve as a licensing subject matter expert for common publisher licensing models, rules and metrics
Manage SAM data requirements and data quality assurance to provide accurate inventories and compliance positions
Manage software license entitlement data within SAM Tool for reconciliation against purchase records in support of automated effective license positions
Provide asset management accountability for all assigned software products
Oversee validation and reconcilement of software licenses against the installed asset base for continuous effective licensing positions on critical software titles
Drive remediation efforts for any license operating outside its license entitlements
Advise stakeholders on software licensing and compliance, and recommend actions to optimize the software asset portfolio and assist in strategy decisions in support of business objectives
Actively participate in software compliance audits
Support Sourcing in vendor negotiations on software licensing, maintenance, and other services; drive optimization planning for renewals and demand requests
Manage software asset life cycle status reporting, metrics and KPIs to ensure that data required by stakeholders is gathered and shared appropriately, all cost and risk is correctly identified, and that mitigation and remediation activities are tracked and reported on

Required Experience
5+ years of experience with software asset management processes and programs
Working experience in managing a complex license portfolio across a diverse deployment landscape
Working experience with commercial SAM tools, IT asset discovery technology, and business/data analytics
Ability to translate licensing terms in vendor contracts to data collection or technical requirements
Working knowledge of procurement principles
Working knowledge of software licensing models, cloud computing solutions and subscription-based agreements for major software publishers such as Microsoft, IBM, Oracle and SAP
Ability to influence, negotiate with and nurture relationships with product owners
Ability to work in a fast paced environment, meet challenging deadlines and maintain high quality standards.
Certified Software Asset Manager (CSAM) a plus

Job Profile

Leads critical operational support and/or implementation of services, processes, capabilities or initiatives within an operational unit, and oversees performance and risk indicators.
Establishes process performance measurements and oversees business impact. May implement critical business support services. Communicates performance statistics to internal stakeholders and senior management.
Promotes the production workflow and oversees escalated process issues. Independently identifies and manages the resolution of exceptions and serves as a point of escalation. May coach operations process managers and team members .
Determines and/or drives change and improvement efforts in production and/or processes. May develop and oversee policy change and/or improvement. Ensures understanding, acceptance and support for business support services, methods, capabilities or initiatives through collaboration with executives, business partners and team members.
Ensures the business adheres to policies, procedures and regulatory standards. Independently resolves compliance issues and drives risk mitigation activities.

Core Competencies

Manages Risk - Working Experience

Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.
Customer Focus - Extensive Experience

Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

Job Specific Competencies

Business Process Design - Extensive Experience

Knowledge of business process design techniques that encourage a critical, fresh look at key processes and focus on optimizing organizational performance; ability to apply this knowledge appropriately to diverse situations.
Standard Operating Procedures - Subject Matter Expertise

Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.
Process Management - Subject Matter Expertise

Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Consulting - Extensive Experience

Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.
Effective Communications - Extensive Experience

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Decision Making and Critical Thinking - Extensive Experience

Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Accuracy and Attention to Detail - Subject Matter Expertise

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
Managing Multiple Priorities - Subject Matter Expertise

Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Problem Management Process - Extensive Experience

Knowledge of and ability to bring a reported problem to successful resolution.
Operational Functions - Extensive Experience

Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.

Required Education and Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

EEO Statement

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law