Engineer - Asset Management, ServiceNow

Job Summary

We are looking for a multi-skilled Asset Management Analyst who can effectively oversee Asset Management Deliverables and also work with EUC Function on a very large scale for global clients of HCL. Asset Management Services We are looking for a multi-skilled Asset Management Analyst who can effectively oversee Asset Management Deliverables and also work with EUC Function on a very large scale for global clients of HCL. Primary responsibilities are:

• Asset Management/Stock Management /Procurement• Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations• Oversee the Other EUC Activities as applicable (Application Packaging, OS Build, Software Distribution)• Customer Relationship Management• SLA/OLA Management for all Asset Management Deliverables and its reporting• Regular reviews with Customer and internal teams/vendors as applicable• Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
• Extensive knowledge on ITSM Tool Set (Service Now)• Demand and Forecast analysis and understanding key Business needs/suggestions• Reporting and MIS• Oversee Projects • OEM Vendor Relationship Management Skills, Experience and Qualification Required Business Skills:
• Understanding of EUC and Desk Side Support FSO Management • Ability to work in a Matrix managed environment• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive• To work through issues analytically to a successful conclusion• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc• Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, Billing, vendor invoice processing, etc Personal Skills• Strong customer service skills • Must be detail oriented and self-motivating• Strong Written and Verbal Communication Skills at senior level,• Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills• Flexibility with respect to time – client deliverables need to be met with a Can do attitude• Excellent problem solving / quantitative/ analytical skills• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Must be detail oriented and self-motivating• Ability to motivate people and teams,• Ability to write business cases and justification documents, Ability to manage multiple work streams• Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies• Ensure quality and timely delivery of customer requirements• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients Technical Skills:
• Understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones and industry wide OS and applications• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database • Experience to Managing the entire Life Cycle Management operations of all IT Assets• Capable of developing AM process different activities• Capable developing New joiner and Leaver process as per the Client needs• Experience to Managing the entire Life Cycle Management operations of all IT Asset

Key Responsibilities

• Asset Management/Stock Management /Procurement • Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations • Oversee the Other EUC Activities as applicable (Application Packaging, OS Build, Software Distribution) • Customer Relationship Management • SLA/OLA Management for all Asset Management Deliverables and its reporting • Regular reviews with Customer and internal teams/vendors as applicable • Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
• Extensive knowledge on ITSM Tool Set (Service Now) • Demand and Forecast analysis and understanding key Business needs/suggestions • Reporting and MIS • Oversee Projects • OEM Vendor Relationship Management • Understanding of EUC and Desk Side Support / FSO Management • Ability to work in a Matrix managed environment • Ability to interact with customers so as to ensure that the service is polite, efficient and responsive • To work through issues analytically to a successful conclusion • Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc • Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, Billing, vendor invoice processing, etc

Skill Requirements

Understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones and industry wide OS and applications • Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database • Experience to Managing the entire Life Cycle Management operations of all IT Assets • Capable of developing AM process different activities • Capable developing New joiner and Leaver process as per the Client needs • Experience to Managing the entire Life Cycle Management operations of all IT Assets • Demand and Forecast analysis and understanding key Business needs/suggestions • Asset Inventory/ITSM Tool/AMDB Implementation/Inventory report • Asset Procurement Process/ Budget Tracking/ Asset Delivery Tracking/Provision process/Asset Audit/Periodic Reporting • Tracking and Remediation of Missing Assets and its reconciliation • Blanco/Degaussing along with Disposal process • Working knowledge with Value Added Reseller (VAR) • Accessories or Peripherals procurement and deployment process • Experience with SCCM • Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.

Other Requirements

Strong customer service skills • Must be detail oriented and self-motivating • Strong Written and Verbal Communication Skills at senior level, • Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills • Flexibility with respect to time – client deliverables need to be met with a Can do attitude • Excellent problem solving / quantitative/ analytical skills • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Must be detail oriented and self-motivating • Ability to motivate people and teams, • Ability to write business cases and justification documents, Ability to manage multiple work streams • Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies • Ensure quality and timely delivery of customer requirements • Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients