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

UNS Energy Corporation, headquartered in Tucson, Arizona, is a subsidiary of Fortis Inc., the largest investor-owned electric and gas distribution utility in Canada. Our public utility subsidiaries, Tucson Electric Power Company, UNS Electric, Inc. and UNS Gas, Inc., power our economy by providing electric and gas service to nearly 700,000 customers in Arizona.

We embrace a spirit of giving, dedicated to improving quality of life in the communities we have served for generations, and in TEP's case, since the 1890s. We're building a cleaner, greener grid, with more wind and solar power than ever before, while maintaining safe, reliable, and affordable service.

Our culture is rooted in shared core values that define how we work and who we are. Our team of innovative professionals bring their authentic selves to work each day to power our vision and make a difference. Be Part of Our Story.

We create opportunities for employees to thrive through:

• Continual growth: In an industry changing faster than ever before, our commitment to professional growth and leadership development means we never stop challenging ourselves to explore new possibilities.
• Active Engagement: We support a collaborative environment, with peer-to-peer learning and employee-driven groups that foster an inclusive culture.
• Total compensation: UNS Energy Corporation also offers a competitive compensation and benefits package that includes a 401k plan with a generous company match and additional non-discretionary employer contribution, affordable individual and family health insurance plans, tuition assistance, life insurance, long-term disability insurance and much more.

Hear from some of our employees, here and here.

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.
• Ensure software vendor license compliance.
• Prepare and review strategic business plans and budgets for short, intermediate, and long-term IT goals related to client hardware and software.

IT Client Service Delivery Analyst I:

• Performs minimally complex asset management functions.
• Assists with inventory, receiving, and salvage.
• Assists with equipment imaging and deployments.
• Performs research associated with hardware and software requirements.
• Creates and processes asset and/or financial reports.

IT Client Service Delivery Analyst II (In addition to level I duties):

• Performs moderately complex and confidential budgetary and asset management functions.
• Performs moderately complex financial functions.
• Performs Oracle Time Labor and iProcurement functions.
• Assists IT Supervisors with budgetary and financial functions.
• Performs IT Procurement processes for IT Business areas.

IT Client Service Delivery Analyst Senior (In addition to level I & II duties):

• Performs complex budgetary and asset management functions.
• Performs complex financial functions.
• Requires little supervision.
• Creates OBIEE reports.
• Promote and implement automation and process efficiency.
• Creates IT Budget Sheets, Roll Ups, and additional budgetary analysis.

IT Client Service Delivery Analyst Leand (In addition to level I, II, & III duties):

• Provide leadership and support to other team members and management.
• Performs the most complex budgetary and asset management functions.
• Performs the most complex financial functions.
• Leads automation and process efficiency implementations.
• Coach business partners and provide guidance to ensure proper information is provided in Service Requests.
• Plan and lead medium to large sized projects or initiatives in Asset Management.

Knowledge, Skills & Abilities (Equivalent combination of education and experience will be considered.)

Level I
Minimum Qualifications

• Bachelor's degree in business, Information Technology, or Computer Science, or four years of relevant experience in IT Asset Management and/or IT Service Management.
• Broad-based business knowledge including financial analysis, project management, research, report preparation, and asset management concepts.
• Strong competency in the use of PC software applications (demonstration of skills may be required).
• Ability to perform hardware inventory.
• Demonstrated ability to communicate effectively at all levels, including listening, speaking and business writing.
• Ability to manage sensitive contractual and budgetary information in the strictest of confidence.
• Ability to manage multiple priorities concurrently.
• Demonstrates attention to detail and willingness to learn.

Level II
Minimum qualifications of Level I plus:

• Bachelor's degree in business, Information Technology, or Computer Science, or five years of relevant experience in IT Asset Management and/or IT Service Management.
• Proficient interpretation of business processes, accounting principles, financial strategies, and IT standards.
• Demonstrated proficiency in understanding basic contract terms and conditions.
• Proven ability to do complex evaluations and analysis.
• General knowledge of current IT technologies and hardware.
• Knowledge related to imaging and deploying hardware.
• Shows ownership and accountability for key Asset Management processes.

Preferred Qualifications:

• ITSM tool experience (e.g. ServiceNow, Remedy).
• Broad knowledge of the utility industry.

Senior
Minimum qualifications of Level II plus:

• Bachelor's degree in business, Computer Science Information Services, or similar or seven or more years of relevant experience in IT Asset Management and/or IT Service Management.
• Demonstrated proficiency in understanding and applying the terms of complex contracts.
• Experience collaborating with vendors, partners, and clients in evaluating requests for IT assets.
• General understanding of regulations such as FERC, NERC, SOX, and CIP.
• Developed ability to plan and lead small to medium sized projects or initiatives in IT Asset Management.
• Subject Matter Expert for others on the team.
• Experience transferring IT Asset Management principles and concepts to others.

Preferred qualifications of Level II plus:

• ITIL and ITAM training and/or certifications.

Lead
Minimum qualifications of Level Senior plus:

• Bachelor's degree in business, Computer Information Systems or similar or eight or more years of relevant experience in IT Asset Management and/or IT Service Management.
• Direct experience with software license tracking, usage, reporting, and compliance.
• Developed ability to plan and lead medium to large sized projects or initiatives in Asset Management.
• Working knowledge of IT technologies and concepts.
• Subject Matter Expert for multiple functions within the team.
• Assists with shaping the strategic direction of IT Asset Management practices.
• Ability to communicate effectively with multiple levels of leadership.
• Expert user of IT Asset Management tools.

Preferred qualifications of Level III plus:

• ITIL, ITAM and ISAM training or significant practical experience.
• Team leadership experience.

Pay Rate: Salary determined based on candidate's experience & qualifications.

All job offers are contingent on successful completion of a pre-employment drug screen and background check.

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