Analyst Sr. - (SAM)

Westlake; Houston (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Westlake seeks a Senior Analyst - User Support to manage the enterprise software asset landscape, coordinate licensing, and drive cost efficiency across the organization.

You will own the SAM process, maintain ServiceNow SAM module, report usage, support IT service desk, and collaborate with teams to ensure compliance and smooth software procurement.

Qualifications

• B.A./B.S. in Computer Science or other technical field preferred.
• Minimum 7 years of experience in computer support.
• Experience using SAM or inventory management tools to manage software assets, track entitlements, and generate reports (e.g., ServiceNow, SAP, spreadsheets).
• Familiarity with software licensing models, enterprise applications, and environments including desktop, server, cloud, and SaaS platforms.

Responsibilities

• Track a comprehensive database of all Enterprise software used at Westlake.
• Verify compliance with contractual software licensing levels.
• Manage the ServiceNow Software Asset Management module ensuring that Support other business units with software licensing during and after software procurement.
• Make recommendations to the supervisor for cost savings by matching license utilization with future license purchases.
• Provide high-quality and timely communications to I.T customers during the service process and log actions in IT work orders.
• Propose and write policies and operating procedures around software asset management for management approval.
• Assist Analyst Principal in maintaining the ITSM application used by Westlake.
• Provide support to the I.T. Service Desk and other I.T. personnel as needed.

Skills

Verbal communication

Written communication

Teamwork

Self-starter

Education

B.A./B.S. in Computer Science or technical field

Tools

ServiceNow

SAP

Spreadsheets

Job description

Summary

This Senior Analyst - User Support (SAM) role is to support the operation of the organization’s computing infrastructure by acting as the primary contact for Westlake’s Enterprise wide software.

Duties And Responsibilities

May include, but are not limited to, the following:

• Responsible for tracking a comprehensive database of all Enterprise software used at Westlake.
• Verifying compliance with contractual software licensing levels
• Manage the ServiceNow Software Asset Management module ensuring that Support other business units with software licensing during and after software procurement.
• Make recommendations to his or her supervisor for cost savings by matching license utilization with future license purchases.
• Use the systems and devices provided to ensure our software license information is correct.
• Assume ownership of I.T. customer service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion.
• Provide high-quality and timely communications to I.T customers during the service process, using frequent verbal and written communications. Actions taken on a service request will be logged into the I.T. work order.
• Propose and write policies and operating procedures around software asset management. Present these proposals to management committees for approval.
• Maintain and project a professional attitude toward I.T. customers at all times and in all circumstances.
• Diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T. customers.
• Possess extended level of expertise; is the go-to person for solving difficult issues.
• Assist Analyst Principal in maintaining the ITSM application currently utilized by Westlake.
• Provide alternatives when necessary in order to meet I.T.’s customer’s business requirements.
• Provide support to the I.T. Service Desk and other I.T. personnel as needed.
• Comply with all Company policies and procedures.
• Fully supports Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
• Any additional responsibilities or tasks as necessary.

Education, Experience And Qualifications

• B.A./B.S. in Computer Science or other technical field preferred.
• Minimum 7 years of experience in computer support.
• Excellent verbal and written communication skills.
• Experience using SAM or inventory management tools to manage software assets, track entitlements, and generate reports (e.g., ServiceNow ,SAP, spreadsheets).
• Familiarity with software licensing models, enterprise applications, and environments including desktop, server, cloud, and SaaS platforms.
• Understanding of common SAM challenges such as normalization gaps, discovery coverage, reclamation delays, and contract visibility.
• Self-starter, yet willing and able to take and execute direction when needed.
• Works well in a team environment.
• Preferred certifications (added advantage): Certified Software Asset Manager (CSAM), ITIL Foundation, Certified IT Asset Manager (CITAM), or relevant SAM tool certifications (e.g., ServiceNow SAM ).

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples lives through our products and presence in the communities in which we operate.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.