Job details

Operations Analyst

About the job:

The IT Endpoint Systems Business Operations & Analysis team is looking for an Operations Analyst to join us in Raleigh, NC. In this role, you will work within our team which provides full lifecycle management of endpoint (laptop) hardware for our Red Hat associates around the globe. You will work to build and maintain corporate policies for asset management, reclaims of associate hardware, and end-of-life hardware disposal services for IT, as well as providing operational support through ticket/request management within our ServiceNow ticketing system. You will also be responsible for helping to identify process improvements within our focus area and guiding changes to implementation.

What you will do:

Provide support of global program to account for the disposal and disposition of endpoint assets within 90+ corporate offices (IT Asset Disposal Program)
Perform hardware return outreach to associates and managers using our IT ticketing system
Provide support of corporate policies on endpoint hardware distribution to associates globally
Maintain associate asset assignment data within our IT services database
Align hardware return practices to Information Security guidelines
Create and maintain ServiceNow knowledge base documentation in alignment with operational standards to support associate hardware processes
Partner with internal strategic partners to facilitate hardware returns from associates to meet legal and security practices
Partner with teammates to drive change for hardware distribution and tracking across the company
Work to identify process improvements within the endpoint focus area and guide changes to implementation

What you will bring:

Excellent written and verbal communication skills
Ability to work across organizations to implement process improvement
Solid data analysis skills

The following experience will be considered a plus:

Asset management
Vendor management
Background in IT technology operations, technology supply chain management
Financial acumen
Business analysis within a corporate environment
Previous experience using an IT ticketing system, ServiceNow experience highly preferred
Advanced spreadsheet skills (pivot tables, vlookup formulas, etc..)
Automation programming (Python), reporting (Tableau) or database (SQL) knowledge

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