PC Renewal Operations Analyst

Description

The PC Renewal Operations Analyst supports daily operations of the global PC Renewal Program working closely with global managed service providers and our client's IT Operations to ensure consistent effective delivery of computer services.

Experience Required

• ServiceNow knowledge including ServiceNow Operations Management Hardware Asset Management.
• Understanding of PC hardware warranties asset lifecycle and inventory management including Break/Fix and repair processes.
• Ability to analyze vendor repair quotes and perform repair-vs-replacement cost analysis.
• Strong analytical problem-solving and attention-to-detail skills with a focus on data accuracy.
• Excellent customer service and communication skills with the ability to prioritize multiple requests and manage workload against SLAs.
• Ability to work both independently and collaboratively with internal teams and external vendors.
• Strong Microsoft Excel and Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience as a liaison in vendor management or customer support.
• Self-motivated results-driven professional with strong prioritization and time-management skills.
• Quick learner able to grasp and articulate new technology concepts.

Experience Preferred

• ServiceNow ticket request processing.
• Project management experience.
• IT Asset Management.
• Experience with asset/PC technology renewal cycles.
• Reporting and data analysis.

Additional Information

• Processing ServiceNow ticket requests to fulfill computer requests.
• Resolving customer issues and driving them to closure to mitigate escalation risk.
• Identifying process improvement opportunities to optimize planning scheduling and delivery of PC requests and deployments.
• Supporting data analysis and reporting needs using MS Office applications.
• Manage hardware service ticket requests for computers end-to-end from submission and validation through routing fulfillment resolution and closure.
• Review Break/Fix requests and vendor repair quotes for accuracy completeness and proper assignment.
• Validate computer warranty status and evaluate repair vs. replacement decisions based on cost asset age lifecycle and business needs.
• Approve or decline repairs as authorized following established guidelines.
• Coordinate with vendors on part quotes and escalate delays.
• Validate and reconcile asset data across ServiceNow CMDB inventory and vendor inventory systems resolving discrepancies in serial numbers ownership location and lifecycle status.
• Maintain accurate documentation of decisions approvals and closures.
• Hybrid, on-site in Dearborn Monday through Thursday, with remote work on Fridays at Ford Road Offices 15575 Lundy Pkwy, Dearborn, MI 48126, United States.
  

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.