IT Vendor Service Analyst

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 03/20/18
Harrisburg, PA
5 - 7 years experience
Telecommunications.
Salary depends on experience
Posted on 03/20/18

Responsibilities & Qualifications

Responsibilities:

  • Monitor and report on vendor performance to contract, proactively identifying areas for correction or enhancement of value-add.
  • Coordinate with business partners and TEIS staff/management to aggregate vendor contract performance data and, as requested, collaborate and follow-through in obtaining contractual remedies, developing a remediation plan with the vendor.
  • Establish and maintain scorecards for TEIS vendors, ensuring that Key Performance Indicators (KPIs) and Critical Performance Indicators (CPIs) are in alignment with vendor contracts and TE requirements.
  • Design, develop and perform steps in support of vendor invoice review/approval processes to ensure compliance with contract deliverables and that credits and/or penalties have been correctly calculated. 
  • Develop and maintain program to measure customer satisfaction with vendors, identifying areas for improvement or where vendors can provide additional value.
  • Coordinate with business units and TEIS staff on deficiencies/possible improvements and assist in working with vendors on corrective action programs or in implementing value-add items.
  • Conduct and/or participate in account reviews with strategic and other selected vendors to ensure business relationships are fostered and maintained.  Formulate and implement strategies to improve customer/vendor relationships with strategic and other selected vendors.  Determine opportunities where such vendors can improve performance and / or lower cost.
  • In consultation with business partners and TEIS staff members, develop annual objectives for selected vendors with the goals of reducing costs, improving performance, and driving efficiencies. 
  • Assist, as requested, with the negotiation of any scope changes to contracts.
  • Serve as a point of escalation to resolve contract or vendor performance issues and serve as a liaison between the business and Legal to come to agreement on any legal action to be taken.
  • Develop reporting to identify areas of opportunity and objectives for efficiency or productivity gains such as vendor consolidation.
  • Partner with business partners, TEIS staff and Global Procurement (GPUR) members in on/off-boarding selected vendors.
  • Collaborate with GPUR to ensure compliance with vendor and procurement policies and procedures.
  • Lead in the lifecycle and training of VMO policies, standards, processes, and procedures necessary to accomplish departmental objectives.
  • Other duties as assigned by management.

Experience: 

  • 6 or more years of experience in the IT sector, including managing supplier/vendor relationships.
  • Strong understanding of IT concepts including hardware, software, cloud, ERP, Telecom and Network systems.
  • Contract management skills
  • Procurement, Finance and SharePoint knowledge desired.
  • Excellent analytical and problem-solving skills
  • Strong understanding of vendor management principles and practices
  • Strong negotiation and conflict resolution capabilities
  • Excellent oral, written communication, and interpersonal skills. Ability to collaborate with all levels of the organization from individual contributor to executive management.
  • Ability to work independently as well as within a team environment
  • Ability to work well under pressure, to work on multiple projects and to meet deadlines
  • Proficiency in Microsoft Office Suite products, to include Excel, PowerPoint, Word, Outlook, Project and Visio
  • Strong sense of urgency, personal responsibility, accountability; self-motivated, efficient, effective

Education:

  • Bachelor’s Degree OR 4 years relevant experience OR a combination of college education and experience

  18261

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