Sr. Associate – Specialized Technical Support

Sr. Associate – Specialized Technical Support

Requirements

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +10 yrs; Assoc.+6 yrs; M.S.+0 yrs)
• The ability to fluently read, write, understand and communicate in English
• 2 Years of Relevant Experience
• Must have working experience with Hardware Asset Module (HAM) in ServiceNow including other ITIL processes
• Experience with discovery tool such as SCCM, Tachyon, Rapid 7 etc.

Responsibilities

• End to end region wide Hardware Asset Management with ServiceNow platform
• Adhere to the policies, workflows, and procedures for managing hardware assets for the respective region.
• Provides PC Lifecycle management from acquisition to disposal which includes maintenance contracts, hardware licensing agreements, hardware inventory management, decommissioning and optimization.
• Lead other HAM team members with hardware refresh planning and service delivery and operation within the region.
• Ensures hardware catalog and purchasing portal updates are managed in accordance with Alcon device standards.
• Manages budget for hardware assets and identifying cost-saving opportunities for the region.
• Supports hardware budget decision making, proposals, and vendor contracts for acquisition, monitoring, and compliance.
• Responsible for hardware asset management budget(s), to ensure that resources are appropriately spent, monitored, and maintained all required financial records for compliance.
• Ensures accuracy of enterprise-wide hardware assets within the inventory tools such as HAM and CMDB.
• Manage and maintain IS stock levels, across all regions, to ensure that levels are sufficient, and stock records are accurately maintained.
• Manage individual incidents and requests according to defined SLAs – aim for 100% adherence to Requests & Incidents Best Practice guidelines.
• Work with demand managers and relevant IT stakeholders across the global to capture demand for growth/refresh/break fix.
• Works with suppliers, Client Imaging team, service owners and other key stakeholders to ensure hardware asset policies, processes and procedures are adhered.
• Creates real-time management information reports to understand the asset compliance position and recommend any actions to be compliant.
• Managing the scheduling of appointments with End Users. Building and preparing new asset for deployment.
• Removing, storing, maintain track and show the chain of custody for hardware identified under legal hold.
• Management of hardware purchase orders through their lifecycle (including ‘Goods Receipting’ and ‘Invoicing’).
• Handling of queries relating to hardware asset details & Verify supplier invoices received against purchase orders.
• Moving assets around the room / facility to ensure that the same are always stored and tracked in secure areas.
• Ability to understand and interpret KPIs, SLAs and other IT service performance metrics as related to Asset Life Cycle Management and fulfill it.
• Aim for 100% customer satisfaction and client focus, create a performance culture throughout the team.
• Focused on planning ahead and managing time well and support ad hoc Project work provided by Line Management.
• Willing to put in extra time and effort in crisis situations.
• Need to have the go-get attitude to accomplish the given task(s).

Preferred Qualifications

• Ability to work with globally distributed, cross-functional engineering, product, and operations teams
• Strong analytic mindset and organizational skill, attention to details and comfortable with financial numbers in CAPEX and OPEX.
• Good presentation skills with PowerPoint, able to articulate complex numbers into easy understanding proposal.
• Determine, develop, and ensure accuracy of metrics to be included in dashboard(s) for executive reporting.