IT Asset Management Manager in Corporate Office Lakeland at Marriott Vacations Worldwide

Date Posted: 1/11/2021

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Position Can Be Based in Lakeland or Orlando


Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary  

Responsible for the daily and long-term management of software and technology-related hardware within the organization, the IT Asset Manager will develop and implement procedures for tracking company technology assets to oversee quality control throughout their lifecycles.  This leader is responsible for planning, monitoring, and recording software licenses and/or hardware to ensure compliance with vendor contracts and forecasting future needs.  The IT Asset Manager will assist in forming procurement strategies to optimize technology spend across the organization, and collaborate, maintain and improve channels of communication with customers throughout the enterprise.

The IT Asset Manager is responsible for developing and maintaining policies, standards, processes, and reports that enable the organization to manage the entire IT asset portfolio and related entitlements.  They are responsible for software license compliance to ensure optimization of software expenditure in support of business objectives.  Creates a dependable account of software asset costs and risks, providing support for software strategy, service management, funding and sourcing decisions.  Manages the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.  



Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk. 
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Improve/maintain customer satisfaction primarily by fulfilling tickets in a timely manner based on pre-determined SLAs
  • Maintain satisfactory SLA’s for ITAM services; track metrics and propose annual updates based on high-quality industry benchmarks
  • Ensure that the ITSSM tool for IT Asset Management is configured to meet the requirements of IT in support of the enterprise:
    • Work with IT Tools team to ensure test scripting and planning for ITSM tool capabilities are adequate in support of ITAM
    • Ensure all reports and metrics are enabled in support of ITAM
    • Ensure that the workflow design within the ITSM tool is in support of the needs of IT and the enterprise
  • Collaborate with MVW Service Desk to support all incidents for ITAM
  • Perform root cause analysis for Problem Management of ITAM including those that are audit or license compliance related issues
  • Create and maintain all ITAM policies, standards, and procedures documentation
  • Create and maintain accurate system of record for all IT Assets
  • Manage compliance exceptions and ensure corrective actions are taken to handle non-compliance
  • Manage IT Asset Management Request Fulfillment via the Service Catalog
  • Manage interfaces with other processes and functions such as:
    • Software provider tenant/portals including Microsoft, Adobe, Symantec, etc.
      • Assigning software to customers
      • Ensuring compliance
    • Lessor hardware information
      • Confirm leased equipment is added to the CMDB
  • Manage IT Asset Inventory and data by
    • Updating user information in the CMDB for hardware
    • Updating users of software within the software database (Cherwell)
    • Updating Underpinning Contracts in Cherwell for new agreements or renewed maintenance
    • Normalizing new software CIs
  • Manage Software Vendor audits by
    • Coordinating with the Services Procurement team
    • Coordinating transfer of information from software owner/SME
    • Providing information from the CMDB as approved by senior leadership
  • Manage all Software License Entitlements by
    • Tracking lifecycle events (i.e. maintenance renewals)
    • Understanding and communicating software terms of use (i.e. who can use, where, termination requirements, etc.)
  • Manages an effective process to secure all software and hardware requirements for technology projects across the enterprise
  • Properly respond to and resolve system problems as they occur and follow established procedures for problem escalation and follow-up
  • Provides status updates and feedback to process owners, service owner(s), management and/or team participants on
    • Projects
    • Audits
    • Lease Refresh
  • Special projects as assigned by IT leadership.
  • Participates in the licensing/procurement process for technology related assets. Collaborates with Finance and Accounting to support the budget and long-range planning process for MVW software and hardware assets and licenses
  • Keeps up to date with evolving technology trends, methods, and solutions in support of Asset Management including opportunities for process automation:
    • Propose process automation and process improvement recommendations in support of improving service delivery and improving SLAs


Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources).  College degree and/or relevant experience typically required.

Specific Candidate Profile
 

Education/Certifications          

  • Preferred: BS/BA degree in business, Current ITIL certification, Certified IT Asset Manager (CITAM), Certified Software Asset Manager (CSAM)

Experience      

  • Required: 5-7 years’ experience in the following:
    • Experience within Information Technology roles: Licensing for both small and large vendors; compliance management
    • Business operations with a customer service focus, process design/measurement and leadership with a focus on Technology responsibilities 
    • Working experience in high volume, high-paced, results oriented business environment with a focus on customer service, application administration and request fulfillment
  • Preferred: 5-7 years’ experience in quality assurance, customer service and IT asset management, Microsoft or Oracle license management a plus; knowledge of Cherwell ITSSM/ITAM/Discovery tools

Skills/attributes

  • Ability to work independently, collaboratively and efficiently in cross-functional teams across the enterprise
  • Strong financial analysis skills
  • Possesses strong analytic and problem-solving skills and sound judgment
  • Strong organization, facilitation, goal setting, and time management skills
  • Possess strong written and verbal communication skills, presentation, and be able to interact well with peers and internal customers and IT leadership
  • Strong attention to detail and demonstrated follow-through
  • Strong knowledge of the Microsoft Office suite of products (i.e., Excel, Word and SharePoint)


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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