IT Client Service Delivery Admin I, II, Senior, Lead

Position Description

This position is responsible for facilitating the optimum administration and management of Information Technology assets (hardware, software licenses, maintenance contracts, mobile devices, and related assets) for UNS Energy. It also serves as a liaison between Information Services and all UNS business areas regarding client desktop hardware and general productivity software needs. The position communicates related strategies, issues, and concerns among all business areas to ensure positive client experience. The position performs all Service Request Management functions while providing excellent customer service to both internal and external clients. The position performs budgetary functions for IT Operations & Enterprise Security and financial functions for all of Information Technology in coordination with Supervisors, Managers and Directors. The position develops and implements processes and procedures that are consistent with industry best practices, support the business and operational needs of the Company, and maintain an understanding of IT business strategies.

Position-Related Responsibilities

Asset Management

• Manage the IT asset lifecycle (Acquisition - Decommission) and associated records while ensuring compliance with regulatory and organizational standards.
• Assist in developing strategy, policies, procedures, standards, and metrics for Asset Management.
• Establish and monitor quality controls for IT Asset Management processes and sub-processes.
• Research industry best practices and compare with organization’s practices for IT asset management. 
• Conduct and reconcile physical and virtual inventories of IT assets. Use Asset Management tools to track assets and analyze data.
• Communicate and promote IT standards and compliance for client hardware and software.
• Perform software audits as required, including working with various vendors and teams.

Financial Management

• Manage budget and finance functions for IT Operations & Enterprise Security and other IT areas. 
• Generate and distribute Mobile Device Usage & Charge reports to management. Reconcile accounts.
• Prepare and process accounting project and task requests for the IT Department.
• Prepare, compile, and review monthly accruals for the IT Department. Resolve issues as needed.
• Generate accounting completion reports, and asset unitizations as needed.
• Identify and resolve monthly budget discrepancies, maintain reforecast file, and correct expense types in budget vs actuals.
• Consult and coordinate with IT cost center owners, BP&A, Accounts Payable, Plant Accounting, Financial Accounting, and Procurement for IT procurement activities.
• Review IS Statements of Work and prepare requisitions.
• Process monthly ProCard reconciliations, receive/release IT invoices and process communications contracts.
• Provide informal mentorship to IT staff on requisition, invoice, budget, and other financial or accounting topics. Follow and promote financial and accounting integrity and policies.

Procurement and Vendor Management

• Manage all IT purchase requisitions from service request to payment and expedite deliveries when needed.
  Manage IT maintenance contracts and renewals. Coordinate with vendors and business areas.
• Identify saving opportunities for renewals, software licensing, and services.
• Manage vendors and suppliers to service level agreements (SLAs). Work with Procurement & Contracts on SLA issues when needed.
• Receive equipment from the Warehouse and resolve issues with vendors as required.

Client Service and Collaboration

• Participate in onboarding for new employees and contractors by providing the required hardware and software based on their role.
• Develop and maintain positive and productive working relationships with all business area clients, IS personnel, and vendors.
• Create hardware and software roles while serving as a client advocate for business areas.

Strategic Planning and Coordination

• Ensure strategic IT and business alignment for client hardware and software.
• Research and provide information for business area management to make effective decisions in the use of IT hardware and software while aligning with business priorities.