Operations Analyst- ELA/ Licensing

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POST DATE 9/15/2016
END DATE 10/24/2016

Modis San Jose, CA

San Jose, CA
AJE Ref #
Job Classification
Full Time
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Company Ref #
Required Licenses/Certifications


span Licensing Operations Analyst br San Jose, CA br 6 months contract br Looking to start interviewing immediately br   br ul
li Maintain customer records at a very granular level, interact extensively with the customer, manually cut license keys, maintain and track extensive license and order spreadsheets, and upload to document repository /li li Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes Internal Coordination /li li Interact and collaborate with various internal Cisco operational teams, ELA core team and various fulfillment functional teams /li li Able to execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations /li li Minimize or eliminate manual steps by understanding current processes and hand-offs, gaps, future needs and designing automated solutions (entitlement tracking, license generation, communication) to improve customer experience and minimize turn-around time . Attention to detail needed. Write scripts to automate process steps to speed up turn around time for licensing requests, etc. /li /ul
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li Manage license contract renewal queries and product license configurations within EMC’s Global Shared Services division for Backup Recovery SaaS, VNX, and Symmetrix. /li li Manage licensing escalations for tier 1 accounts across Americas and APAC. Assisted and resolved critical revenue impacting issues. /li li Work on new program launches & developed licensing process wireframes. Socialized across teams for a unified approach amongst worldwide License Operations. /li li Manage the US, Canada, Asia Pacific and LATAM license support customer requests via email or phones while ensuring timely closure. /li li Help resolve customer conflicts, and drive product quality improvements. /li li Assist with development and execution of ELA/ VSLA consumption contracts with all EMC products business units, channel partners and major accounts /li /ul
  br Wants: br Perl br Tableau br Business Intelligence br Data Analysis br Licensing Exp br /span