M & A End User Integration Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society.
We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for.
In addition, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine.
With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW).
Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle.
Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.
**Job Description**:
We are looking for an innovative and experienced M&A User Experience Manager, to join our team.
The Global Digital Workplace (GDW) team is a large, global team that provides operational End User Desktop support to our internal employees around the globe.
Within the GDW, the Global Transformation team leads technical integration and divestitures associated with M&A, process engineering, automation and collaboration tools.
The M&A User Experience Manager will be responsible for the following activities, including but not limited to; desktop software asset management for global Merger's & Acquisition(M&A)/ Integration programs, coordination with various global and regional teams to obtain approvals for integration project requirements, manage and assign resources to M&A projects as required, serve as a backup for the Global Director of M&A and User Experience.
The manager will consistently deliver an excellent onboarding experience by managing requests, provisioning required software, software vendor escalations, oversee bulk license purchase, policies and process updates, coordination for enhancement and improvements within multiple tools, including the ServiceNow tool, and monthly KPIs and SLO reporting.
**Responsibilities**
- Manage the process for desktop software asset management (SAM) for Mergers & Acquisition (M&A) programs
- Manage the relationship to coordinate needs for distributed systems, mainframe software, and any other technical integration requirements as needed for M&A projects
- Proactively identify any gaps in the SAM processes and implement process improvements
- Work with automation teams to automate processes including the development of ideas, testing process improvements, collaborating with development teams and stake holders through iterations for continued excellence
- Coordinate with Security teams to fulfill required security reviews and approvals for both M&A projects as well as day-to-day BAU needs
- Manage and coordinate the improvements, enhancements, or new tasks for ServiceNow AMDB, catalogs and Requests
- Manage bulk uploads to ServiceNow, assist incoming teams with process transitions
- Provide global tax and finance teams with needed reporting to track capital expenses
- Coordination with Procurement and Legal teams to onboard new Software Reseller vendors globally in different countries
- Conduct quality reviews for BAU tickets and provide feedback, corrective action plans and training to teams
- Order licenses for integrations or special projects that require bulk orders
- Onboarding activities for new users to ensure licenses are assigned appropriately in the AMDB
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- SAM Database quality checks and clean up
- Gather and report monthly KPI and SLO metrics
- Identify User Experience improvements and work with various teams to determine requirements for process improvement and automation.
- Manage individual user training as required for improved integration experience
- Manage and escalate User requests as needed to ensure a smooth integration and great experience

**Qualifications**:
**Qualifications**
- Superior Customer Service Focus mindset and attitude
- Bachelor's degree in information technology or a minimum of 6 years work experience in an IT Asset Management or Procurement-related position
- Significant experience with Mergers & Acquisitions/Integration programs (5+ years)
- Ability to navigate IT processes outside of SAM/HAM when required and coordinate solutions amongst appropriate teams
- Strong proven Executive Presence required
- ServiceNow knowledge a must
- Superior English language skills (written and verbal)
- Understanding and knowledge of multi-country government regulations around hardware and software-related topics and Customs rules
- Experience with consumption and reporting of large data sets
- Must work well with others as part of large international team
- Communicates well within a highly matrixed organization
- Superior organizational skills
- Must have experience running l

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