Location Designation: Hybrid - 3 days per quarter

Job Overview:

The ITSM Process Solution Lead Service for Service Management's Asset Configuration Management Process Manager is responsible for defining the complete lifecycle of assets and configuration items and ensure that the service management tool manages lifecycle updates to reflect the status of an components. Develop, implement, and communicate the process for tracking and updating asset and configuration items to oversee quality control throughout their lifecycles. Responsible for developing, maintaining, and communicating asset and configuration management standards, processes, policies, and procedures; recommend updates based on experiences to streamline processes and improve efficiency of execution. Maintains and updates asset and configuration management tools including models, costs, funding type, depreciation, operating system, make/manufacturer, technical attributes, etc. Serve as the Project Manager on hardware asset true-up audits and asset renewal projects. Performs self-driven audits on assets and configuration items to identify discrepancies and proactively works with management and support teams to remediate non-compliance. Develops key performance indicators for the asset and configuration management process. Produces reports to evaluate the performance of the process and institutes actions to alleviate shortcomings or streamline the process. Develops actionable strategies to optimize technology spend across the organization.

• Develop, own and optimize the process/procedures for management of Assets.

• Accountable for the timely maintenance and updating of process/procedures to remain current and accurate.

• Responsible for training and providing updates to stakeholders as new process/procedures are modified and updated.

• Responsible for publishing and providing access to the process/procedures for stakeholders to access and reference as needed.

• Accountable for developing a continuous improvement process and feedback mechanism to determine what can be done better and incorporate improvements that will improve the overall process.

• Provide total accountabilities for all leased and owned assets.

• Understand the capital lease procurement process and develop a strategy regarding the impact hardware and ownership of these assets.

• Develop and maintain a process to track and manage cost information from Asset creation throughout the Asset Lifecycle

• Monitor and track the location, ownership and status of all Assets under the Asset Management purview.

• Ensure that the asset tagging process is working and providing inventory status of tagged assets.

• Define metrics associated with asset tracking for reporting and optimization.

• Partner with Procurement and Finance teams around vendor communications to support the quality of asset data.

• Manage the onboarding of new VARs as part of the SNOW vendor feed asset creation dependency workflow.

• Develop reports to track the lifecycle of assets.

• Develop ServiceNow exception reports between asset inventory states and CMDB operational status.

• Develop KPIs for managing assets including data quality indicators.

• Develop Dashboards for hardware asset tracking, monitoring, costing.

• Track and monitor utilization of standard operating procedures and develop remediation plans to address non-compliance.

• Maintain regular communications with operational teams regarding the cost, state, and life expectancy for devices.

• Experience with ITIL or related frameworks.
• Experience with service catalog software or platforms.
• Familiarity with Knowledge Management platforms and techniques.
• Previous experience in a customer service or IT Service Management role.
• Previous experience working in the ServiceNow Platform.

• Bachelor's degree in business administration, Information Technology, or a related field (or equivalent experience).
• Proven experience in service delivery management or a similar role, preferably in the IT services industry.
• Strong knowledge of service management frameworks, such as ITIL, and experience in implementing best practices.
• Excellent leadership with the ability to motivate and inspire teams to achieve goals.
• Strong analytical and problem-solving abilities to identify and resolve service-related issues.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, stakeholders, and team members at all levels.
• Exceptional organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in using service management tools and systems.
• Familiarity with contract management and negotiation processes.
• Certifications in ITIL or related service management frameworks are highly desirable.
• Attention to detail and a commitment to maintaining accurate and up-to-date information.
• Self-motivated with a proactive approach to driving continuous improvement.
• Highly motivated self - starter.
• Adapt at working in highly matrixed cross functional teams.