ITAM Analyst

Overview

Senior individual contributor and subject-matter expert in ITAM operations and automation, owning process design, documentation, data pipelines, dashboards and custom tooling across the managed IT operations engagement, with design authority for process and tooling in the function.

What you'll do

• Analyse and optimize complex operational workflows across the engagement's service lines, with deepest focus on the hardware asset lifecycle: dock-to-stock receiving, imaging, depot staging, redeployment, reverse logistics and disposal.
• Work across service lines the role does not own, building the access and credibility needed to change how another team operates.
• Author, maintain and audit standard operating procedures, field operations playbook articles and knowledge base guides, each carrying a revision date and a named owner.
• Document as-is and future-state process flows for forward and reverse supply chain logistics to support the platform migration, and maintain both procedure sets for as long as the two platforms run in parallel.
• Draft and distribute global operations communications so regional technicians and operations leads receive process, policy and tool changes before they reach production.
• Design out cross-team defect loops where a data error created by one team surfaces as a fault in another.
• Run root-cause analysis on process failures and close the finding back into the procedure.
• Build and maintain operational and executive dashboards covering live asset inventory and tier reporting, third-party logistics and reseller inventory positions, and service level and performance scorecards.
• Design, validate and maintain the data sources connecting internal databases, spreadsheet repositories and ERP feeds.
• Own data quality at source, identifying and resolving systemic anomalies such as pending-hardware order misclassification, inventory discrepancies and vendor serial-number format inconsistencies.
• Produce turnaround-time and bottleneck analysis across the asset and part-creation path.
• Guard against tooling-induced regressions by validating downstream impact before and after every change.
• Build reporting that answers a decision, and retire dashboards nobody uses.
• Develop, debug and enhance custom automation using Apps Script and comparable JavaScript scripting with REST API integration, including form-to-ticket automation, bulk ticket generation and update, and data validation routines.
• Support and maintain internal browser-based extensions and utility applications, including label printing utilities, rapid asset lookup, and encryption-status verification.
• Maintain the internal tool registry, triage incoming bug reports, and prioritise enhancements on operational return.
• Where a manual process crosses the agreed annual transaction volume, raise a requirements document and move it onto scripted or robotic handling.
• Build tooling for handover, documented and owned by the function, and retire and decommission tooling cleanly when the supported process changes.
• Manage project and portfolio boards and Kanban cadences, keeping tasks, milestones and deliverables current within the agreed review cadence.
• Track, measure and report quantifiable operational improvement, including cost avoidance, labour-hour reduction and throughput gain, with the baseline captured before the change.
• Represent operations in change and release governance, carrying enhancement and defect requests through to a scheduled fix.
• Manage ad-hoc technical requests and escalations across the enterprise ticketing and issue-tracking queues.
• Report programme status and benefit realisation to operations and client leadership, surfacing slippage early.
• Own the legal hold lifecycle operationally, including data extraction, verification, ticket generation and chain-of-custody tracking for assets placed under or released from hold.
• Maintain audit-ready records for high-sensitivity cases, including root-cause logs where a hold was delayed, breached or incorrectly released.
• Partner with external e-waste and recycling vendors on pickup manifests, verification of device data sanitisation and encryption, and reconciliation of recycling returns.
• Verify disposal against recognised data-sanitisation standards and retain certificates of destruction.
• Support internal and external audit requests with complete, retrievable evidence.
• Own IT asset lifecycle operationally, including data extraction, verification, ticket generation and chain of custody tracking for assets under team management.
• Partner with external vendors for e-waste and recycling, legal, supply chain and receiving, and technical support on process improvements, standardizations and data verification.

What you'll need

• 5–8+ years in IT asset management, hardware lifecycle operations, supply chain operations or business process automation.
• Demonstrated process engineering: process mapping, flowchart development, root-cause analysis, and authoring technical procedures that other people can follow.
• Hands-on development of automations and custom tools using Apps Script or comparable JavaScript scripting, with REST API integration.
• Proficiency with SQL and a cloud data warehouse, plus BI and dashboarding platforms and advanced spreadsheet data modelling.
• Working knowledge of enterprise ERP and inventory platforms (SAP, Oracle or equivalent) and of enterprise ticketing and issue-tracking systems.
• Experience documenting and transitioning operational workflows through a platform migration, including maintaining two procedure sets in parallel.
• Excellent written and spoken English for working with globally distributed technicians, operations leads and client stakeholders.

Nice to have

• Direct ServiceNow experience configuring, documenting or transitioning asset and supply chain workflows, particularly IT and hardware asset management modules.
• Browser extension development in JavaScript, HTML and CSS.
• IT hardware compliance background covering legal holds, data-sanitisation standards and e-waste or recycling certification schemes.
• Robotic process automation exposure, and experience building the business case for automation on operational return.
• Lean, Six Sigma or comparable continuous-improvement certification.
• Experience representing an operations function in a change advisory or release governance forum.
• IT asset management certification such as IAITAM or ITIL.

Details

• Location: Hyderabad, India.
• Single seat at Level IV; senior individual contributor with design authority, not people management.