Associate Principal, Service Management

Responsibilities

• The Asset Management Specialist will support the management and performance of IT Asset Management, and subsequently IT Service Management (ITSM), solutions that will effectively and efficiently support the strategic objectives and operational needs of the OCC.
• Primary Duties and Responsibilities:
• To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.
• Responsible for end-to-end hardware and software lifecycle IT Asset Management including data attributes and data relationships to the Configuration Management Database (CMDB).
• Monitor purpose, objectives, scope, as well as the principles and Critical Success Factors. Ensure Key Performance Indicators are collected, analyzed, and acted upon.
• Align the needs of the business with IT Asset Management best practice on the ServiceNow platform.
• Review quotes in sourcing process to identify the product and service models to be procured.
• Manage product models and catalog items to the Request Management System.
• Assists with evidencing the procurement, dispensing, reclaiming, disposal and tracking of hardware and software. Build Dashboard and Reporting. Create ITAM relevant reports and extract and socialize asset data.
• Work with the lead Administrators and Developers by gathering requirements and documenting Enhancements and defects.
• Provide excellent customer service to OCC associates.
• Supervisory Responsibilities:
• None

Requirements

• The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.
• Strong understanding of the ServiceNow platform, including: core/common foundation tables, ITAM tables, discovering data center inventory, reporting, and development methods.
• Good troubleshooting skills with the ability to assist in determining root cause of problems, offer recommendations or suggestions for a quick, but effective, resolution.
• Ability to work well in crisis situations.
• Flexibility to provide off-hours and weekend support for maintenance, testing and emergency support.
• Demonstrate strong confidence in abilities and knowledge, strong sense of responsibility, and the ability to work under minimal supervision.
• Understand concepts of normalization, discovery, asset reconciliation; ensure asset to CI relationships, asset categorization, asset types and data rules.
• Financial and application experience desired.
• Experience with collaboration tools.
• Experience with service delivery utilizing ITIL standard methodologies.
• Technical Skills:
• Familiarity with Anthropic AI products
• Intermediate experience with industry-standard Systems Management tools.
• Intermediate experience adhering to and providing Service Level Agreement (SLA) reports to internal or external customers.
• Must possess excellent customer service, written and oral communication skills and time management skills.
• Well organized, and deadline driven with the ability to prioritize and track multiple tasks simultaneously.
• Self-starter with ability to manage time effectively to deadlines, and audit deliverables to ensure accuracy for submission to senior management.
• Adapts well in a professional, fast-paced, dynamic environment.
• In depth understanding of management and analytic tools used for asset tracking and physical inventory control.
• Demonstrated performance and aptitude consistent with OCC's core values and culture.
• Experience with ticket tracking systems, such as ServiceNow, a mobile device management (MDM) tool and purchasing systems also preferred.
• Education and/or Experience:
• Experience with ITAM or other Service Desk oriented tool sets
• ServiceNow platform experience, including experience with SAMPro.
• Service Configuration Management experience a plus
• Experience working with auditing entities
• Bachelor's degree in Information Techno

Benefits

Additional Information

To be considered for this position, applications and resumes are accepted only through our careers site by directly applying to the posted job. We do not accept unsolicited resumes or sales solicitations from staffing agencies. Any OCC employee wishing to submit a referral must do so through their Workday account. Any resume submitted outside of an active job posting will not be considered for employment.

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