Position at Ingram Micro
IT Asset and Service Management Analyst Manages overall execution of the Hardware and Software Configuration and Asset Management processes within Global IT Operations, while supporting other IT Service Management practices as a part of ITService Managementand Delivery team.
The goal of this role is to manage process and increase efficiencies within Global operations based on metrics and reports that can be leveraged for operations to help drive improvements.
IT Asset and Service Management Analyst Maintains and analyzes Configuration Items (Hardware & Software) ensuring accurate data.
Analyze inventory identifying areas of non-compliance. Generate reports, metrics to ensure adequate and continued support of systems and / or products.
Reconcile purchase records with vendor records. Maintains asset inventory database on a regular basis, including verifying asset lifecycle status and resolving issues identified in discrepancy reports.
Monitor and report process compliance. Manages internal and external Hardware & Software audits.
Responsibilities, Supporting Actions & End-Results
Major Responsibility : IT Asset Management
Supporting Actions : Performs day to day management of the Hardware & Software data & CMDB data integrity reporting out data compliance improvement areas
Updates process compliance metrics identifying areas of improvement
Updates monthly operational metrics
Monitors Configuration and Asset Management processes including receiving, deployment, decommission of all supported CIs
Adherence to the development procedures and processes during testing, implementation and rollout of configuration / asset management enhancements
Assists with the roll out of process improvement plans including training to impacted Global IS staff who must adhere to new functions
Coordination and collaboration with incident, problem, change, and knowledge management teams to ensure process compliances
Assisting with maintaining the mapping of business and application services
Populate Configuration Management Database (CMDB) manual data fields and other applicable database(s), and monitoring of manual relationship attributes
Monitoring of CI products and mapping of data within Configuration Management Database (CMDB) from electronic data sources and ITSM processes
Undertakes periodic audit of Configuration Management Database (CMDB)
Perform quarterly internal Software Audit of top 15 vendor (# of vendors subject to change)
Assists strategic souring team for coordinating software auditsby external vendors
Maintains inventories and provides reports on utilization, aging, and support contracts
Maintains software license entitlement and usage information and publishes regular reports
Supports software procurement, re-harvesting and true-ups
Supports software agreement renewals
Assists IS Services Manager to prepare / update the Configuration Management plan and Asset / Configuration Management process documentation
As a member of IT Service Management team, assist with various ITIL process engagements besides IT Asset Managements
End Results : Percentage : 50%
Percentage : 50%
Major Responsibility : Reporting and Process Governance
Supporting Actions : IT Asset &Configuration Management process expertise to ensure process compliance and training as required
Updates monthly metrics and reporting and reviews with leadership
Ability to produce and analyze electronic discovery data from various sources and complex analysis of data to drive data quality improvement
Ability to train new hires on the IT Asset & Configuration Management process as well as provide refresher training to incumbent staff as required
End Results : Timely report publication
Percentage : 20%
Major Responsibility : Administrative Tasks
Supporting Actions : Handover to and accept handover details from global team members who works various shifts.
Ensure continuity of efforts on all ITIL practices (e.g., critical incidents, request, changes).
Facilitate continuous resourcing for all ongoing items.
Participate in Team meetings andhandover.
Assess team processes and recommend / implement improvements as needed
Create / modifyvarious KT documents and publish.
Facilitate training, provide guidance to junior resources on ITIL practices
Ensure that standard practices are followed
Recommends required soft skills and technical trainings for the team.
End Results : Compliance, Accuracy and timeliness
Percentage : 10%
Major Responsibility : Service Improvements
Supporting Actions : Propose / Create / Update process improvementfor ITIL practices. Create new documentation when needed and endorse to Senior resources for review.
End Results : Quantity & Quality Contribution
Percentage : 10%
Major Responsibility : Project Work
Supporting Actions : Lead ownership of projects. Ensure project timelines are met. Mobilize team to deliver task.
Monitor project timelines owned ITSM team.
Strategize project approach and represent the ITSM team on periodic project meetings.
Escalateor coordinate with multiple stakeholders.
End Results : Timeliness & Quality
Percentage : 10%
Job Qualifications and Educational Requirement
A Bachelor’s degree (or equivalent work experience) in related science and math discipline with an IS emphasis. ITIL V4 certification is an added plus.
A minimum of 3 years of experience in :
IT Asset and / or Configuration Management
Experience with any major Configuration Management Database tools (ServiceNow, BMC Remedy, CA CMDB, HP Service Manager)
Experience in electronic inventory discovery tools (MS SCCM & Tanium) and integrations to CMDB (ServiceNow Discovery, BMC ADDM)
Experience in infrastructure tools and integrations to CMDB (MS SCCM, Active Directory, VMWare vCenter)Experience in Microsoft Office
Highly skilled in Microsoft Excel
Experience with ITSM tools (Service-Now, BMC Remedy, Jira, HPE Service Manager)
Experience with software license types, terms and conditions and Enterprise Agreements
Experience with software license audits and procedures