SACM Process Analyst

Service Asset and Configuration Management (SACM) is a process within the Service Management function. The SACM Process Analyst will work with the IT Service Asset and Configuration Manager to ensure the implementation and maturing of a robust and consistently applied Service Asset and Configuration process that underpins the IT support service to staff, students and associates of the College. The post holder will assist in identifying, maintaining, controlling and verifying assets of the university and managing how they connect hierarchically to form our systems. Improve our efficiency and service quality by aiding other Service Management processes through the provision of accurate and consistent asset and configuration data, and will be responsible for ensuring the delivery of an efficient and high quality Service Asset and Configuration Management function delivering value to the customers of King’s College London.

Accountabilities

• To support the IT Service Asset and Configuration Manager in delivering best practice, providing valuable input and assisting in the creation and adoption of lifecycle policy, process, procedure, templates and work instruction documentation.
• Asset Management:

• Support the Manager in performing Asset Management tasks in line with the SACM Plans.
• To assist with internal and external audits when required to do so.
• Assist in planning, monitoring, and recording software licence and/or hardware assets to ensure compliance with vendor contracts.
• Assist in ensuring assets are procured, received, deployed, recovered, and disposed of in accordance with King’s policy.
• Work with the Senior SACM Analysts to:

• Manage the BMC Helix queues for Asset Management and EUS King’s Service Centre, ensuring that SLS targets are met.
• Process new software requests assigned to the SACM team.
• Provide EUS support to King’s Service Centre staff.
• Manage the King’s Service Centre hardware inventory.
• To be familiar with current software estate at KCL, and to provide advice on the use of currently licensed and packaged applications.
• Manage the allocation of subscription-based licenses where appropriate.
• Manage software licensing renewals of centrally managed software.
• Provide desktop support to King’s Service Centre staff and visitors.

• Support the IT Service Asset and Configuration Manager in performing SACM tasks in line with the SACM Plan.
• To assist in ensuring all services are clearly defined, mapped and managed within the Configuration Management System (CMS).
• To ensure the defined SACM policies, processes, procedures, templates and work instructions are adhered to, raising any breaches to the IT Service Asset and Configuration Manager.

• Participating in strategic meetings and acting on the outcome.
• To support continual service improvement (CSI) across SACM by identifying areas for improvement and assist in the update or creation of required documentation.
• Build relationships with external and internal stakeholders.
• Must have the willingness to develop new skills and take on new challenges.
• Travel to other sites (London and surrounding areas) will be required from time to time.
• Good interpersonal skills are essential for written, oral and face to face communications, both within Technology and the business.
• Identify and communicate risks and opportunities.

Key Skills & Experience Required

• Experience:

• Confident to challenge, question and improve current working methods and processes where necessary for the benefit of King’s (E)
• A good working knowledge of software licensing (D)
• A good working knowledge of Windows and Mac operating systems (D)
• Hardworking and have an excellent attention to detail with organisational and process design skills (E).
• Good communication and analytical skills (E).
• Ability to write technical documentation (D)
• Diligent and thorough approach to problem solving (E).
• Experience of working within an ITIL based service management framework (E).
• Understanding of the workings of a high-end IT Service Desk (E).
• Experience/understanding of SACM (D).
• Knowledge and experience of working in a HE environment (D)

• ITIL v4 Foundation (E).
• Snow Atlas (D).
• BMCHelix (E).

Employee Benefits

• Hybrid Working - Minimum of 5 days per month in the office
• 10% Performance related bonus
• 30 Days holiday and maximum of 8 public holidays (pro-rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & Bike racks
• Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
• Student Discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to Linkedin Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

Equality, diversity & inclusion

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility. This is in line with King’s College London (KCL).