We are looking for a PC Renewal Operations Analyst supports the daily operations of the global PC Renewal Program. This role works closely with global managed service providers and IT Operations to ensure consistent and effective delivery of computer services.
Responsibilities- Process ServiceNow ticket requests to fulfill computer requests.
- Resolve customer issues and drive them to closure to mitigate escalation risk.
- Identify process improvement opportunities to optimize the planning, scheduling, and delivery of PC requests and deployments.
- Support data analysis and reporting needs using Microsoft 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-versus-replacement decisions based on cost, asset age, lifecycle, and business needs.
- Approve or decline repairs as authorized, following established guidelines.
- Coordinate with vendors regarding part quotes and escalate delays as needed.
- Validate and reconcile asset data across ServiceNow, the configuration management database (CMDB), inventory systems, and vendor inventory systems.
- Resolve discrepancies involving serial numbers, ownership, location, and lifecycle status.
- Maintain accurate documentation of decisions, approvals, and ticket closures.
Job Requirements
Details:
Skills RequiredSkills PreferredRequired Experience- Knowledge of ServiceNow, including ServiceNow Operations Management and 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-versus-replacement cost analyses.
- 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 service-level agreements (SLAs).
- Ability to work independently and collaboratively with internal teams and external vendors.
- Strong Microsoft Excel and Microsoft Office skills.
- Ability to identify process gaps and recommend operational improvements.
- Experience serving as a liaison and/or working in vendor management or customer support.
- Self-motivated, results-driven professional with strong prioritization and time-management skills.
- Quick learner who can understand and articulate new technology concepts.
Experience Preferred- ServiceNow ticket request processing.
- Project management experience.
- IT asset management.
- Experience with asset and PC technology renewal cycles.
- Reporting and data analysis.
Education Required#LI-LK1
#LI-ONSITE
Pay Range:
$ 40.00 - $ 45.00
