Sr Analyst, IT Hardware Asset & Configuration Management in Greensboro, NC

$80K - $100K(Ladders Estimates)

VF Corporation   •  

Greensboro, NC 27401

Industry: Retail & Consumer Goods


5 - 7 years

Posted 55 days ago

Job Description

This key technical position within GBT (Global Business Technology) as part of the IT Asset Management (ITAM) and Configuration Management Team. This team is responsible for supporting asset lifecycle management for VF and is responsible for taking a leading role in the ownership and maintenance of the company's global IT Asset Management system.

This includes the development of defined processes and procedures associated with asset lifecycles, planning, monitoring, recording, and tracking of assets to ensure compliance with vendor contracts and accounting policies. Attention to governance, continuous improvement, and industry Best Practice is critical.

How You Will Make a Difference:

  • Experience with and understanding of HW Asset Life Cycle model
  • Technical proficiency to maintain ownership of Asset Management tool(s)
  • Technical familiarity with IT platform areas (Workstations, Network, Mainframe, Unix, AS/400, Windows, Linux, etc.) as required to maintain asset accuracy
  • Manage the Hardware Asset and Configuration Management queues, and resolve Incident and Service Requests within Service Level Agreements
  • Create initial records, maintain and update information to ensure accuracy and data integrity in the Asset and Configuration Management System (CMS)
  • Support all ITSM processes to include Change Management process by maintaining accurate inventory of Configuration Items, owners, approvers, CI relationships, maintenance windows
  • Update and maintain ServiceNow Integration credentials, Administer ServiceNow Groups, Group Memberships, Roles and Licenses
  • Investigate and resolve exceptions and accuracy issues of the Configuration Management System (CMS)
  • Support tracking and correlation of Asset financial information in collaboration with Contract, Procurement and Finance Teams
  • Support Inventory Capture and Physical Inventory Audit of all IT hardware assets and record all findings, changes, physical location, and perform timely reconciliation and reporting in support of ITSM and ITAM processes
  • Define, document and maintain ServiceNow CMDB and Asset workflow and processes as needed
  • Generate reports and perform data analysis to maintain asset lifecycle and ensure CMDB accuracy, and in support billing processes audits, contract renewals, projects, acquisitions, divestitures
  • Manage processes, validates invoices and stores Certificates of Destruction in support of IT Asset recovery, disposal and data destruction
  • Administer, support and maintain IT Asset Toolsets such as BDNA, ServiceNow CMDB, AssetTrack, Hardware Discovery Integration Points
  • Assist Software Asset Management as needed for reporting needs (all platforms) across VF Corp
  • Provide training and support to team members and business partners as needed
  • Liaise and maintain strong relationships with GBT Team to ensure data accuracy for Assets, Configuration Items and their relationships
  • Coordinate with Procurement, Contract, Technical Teams and other various VF business contacts to understand technology landscape and ensure proper data integrity for VF Environment
  • Research industry best practices and compare against the organization's practices to establish benchmarks for managing IT hardware assets
  • Problem Management: Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
  • Major Incident Management: co-ordinate with Service Desk and Incident Managers in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents;
  • Post Mortem Reviews: call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner
  • Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc.; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
  • Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance,

Skills for Success:

Years of Related Professional Experience: 3+ years

  • BS/BA or equivalent 3-5 years' work experience in related field
  • At least 5 years of experience tracking and/or managing IT Assets
  • ITIL V3 certification preferred
  • Ability to develop and document new processes, RACI matrices, and workflows (MS Visio) as needed to support changes in Hardware Asset and Configuration Management processes and procedures
  • Understanding of Service Delivery and Service Level Metrics within a multi-vendor outsourcing model
  • Proficient in Microsoft Word, Excel (including pivot tables, VLOOKUP's and Advanced Excel features), PowerPoint, Project, Visio, Access, SharePoint, Skype, Outlook, and Citrix
  • Proficient in CMDB and Asset data modeling, schema and classes
  • Knowledge of ServiceNow CMDB / Microsoft SCCM / MS SQL / Oracle/ Casper and JAMF / IBM BigFix Inventory / Flexera FlexNet Manager and Application Portal / BDNA Normalize, BDNA Analyze and Technopedia Library preferred
  • Certified Hardware Management Professional through IBSMA, SIIA, IAITAM, or BSA would set the candidate apart from others
  • Experience with Problem Management in an outsource environment.

Special Physical and/or Mental Requirements:

  • Some travel (domestic and/or international) may be required
  • Requires on-call work

Valid Through: 2019-10-14