Senior Associate- PC Lifecycle Services (End User Support)

States considered: PA

Role Description

• Responsible for managing the day-to-day operations of PC Lifecycle services. (Procurement, inventory management and disposal services)
• Serve as the point of contact for PC Hardware supplier (Lenovo) to complete daily open pc hardware and peripheral order status reviews.
• Partner with Desktop Engineering to ensure timely coordination of testing for new PC model changes.
• Create End User service solutions in support of Zoetis; design and deliver timely, bullet-proof, cost-effective services to the business.
• Collaborate and partner with other Global Infrastructure teams, and ZTD Business Partners to ensure alignment to PC Lifecycle services, strategy, direction, and priorities.
• Continue to enhance Power BI Dashboards and reporting to analyze operational metrics and drive continuous improvement opportunities.
• Partner with Global Site Services lead to assist in supporting the Global Site Services transformational journey, which includes completing POC's for new services related to order fulfillment.

POSITION RESPONSIBILITIES

Delivery and Support

• Act as the point of contact for Lenovo pc hardware supplier to:
  • Participate in weekly meetings to review all current orders and proposed forecasts.
  • Escalate hardware changes brought forth by Lenovo for product attrition and EOL.
  • Ensure Lenovo is in alignment to pricing set forth in established contracts.
• Complete weekly reviews of pending pc hardware deliveries, specialized device orders and approvals of hardware purchase workflows.
• Continually assess and enhance (where feasible) standardized, vendor/partner PC lifecycle services for the company. Including:
  • Order/inventory Management and fulfillment in coordination with Site Services
  • PC Purchase and Savage vendor management
  • PC Procurement and hardware disposal
• Ensure adherence to standards and polices for ZTD services and technology components.
• Assist in the creation, delivery and client communication of the Zoetis PC Lifecycle strategic and tactical initiatives and projects, including implementation of, and compliance with appropriate policies and standards.
• Manage service providers in the deployment and ongoing support PC Lifecycle.

Organization

• Act as an escalation point for both the MSP and the business for PC Lifecycle services.
• Partner with Desktop Engineering to drive PC Hardware standardization.
• Ensure that the the Ariba catelog is maintained with the current PC standards globally
• Work with clients to identify the appropriate hardware requirements to meet their needs while working within our pc hardware standards. Look to minimize the number of hardware "exceptions" to current standards.
• Maintain a positive 'can do' client focused culture in the End User support team and help make the overall ZTD Global Infrastructure team a great place to work.

Strategy and Business Results

• Ensure alignment with standards-based strategy for Zoetis PC Lifecycle services and solutions.
• Monitor incidents and PCLC team activity for important business initiatives.
• Appropriately balance quality with cost efficiency and ensure non-standard hardware requests are properly vetted.

Additional Responsibilities - in collaboration with other ZTD Groups.

• Manage vendor relationship(s) as appropriate, including SLA monitoring, development of new services, continuous improvement initiatives and billing/invoicing accuracy.
• Analyze and process related purchase requisitions, invoices and quotes of PC hardware and related peripherals.
• Partner with Digital Workplace Services to explore automation/AI opportunities.

EDUCATION AND EXPERIENCE

• Education:
• University Degree in a recognized, and relevant technical, or business-related field, or equivalent practical experience.
• Experience (2 to 3 years' experience in the following areas):
• Recent relevant experience in IT service-related technologies.
• Understanding of PC technologies
• Familiarity with operational process methodologies
• Technical and client service delivery team experience.
• Ability to manage and prioritize multiple projects and resources concurrently, managing budgets and forecasts for ZTD Infrastructure investments.

TECHNICAL SKILLS REQUIREMENTS

• Basic knowledge of PC Hardware support
• Familiarity with Microsoft Office product suite
• Ability to quickly grasp complex support challenges and work with end users to deliver acceptable end user solutions.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.