Key Responsibilities: -Daytoday operational support for ServiceNow Hardware Asset Management (HAM), including incidents, remediation, and requests. -L2/L3 support for complex hardware assets, inventory, and lifecycle issues. -Maintain complete, accurate, and current hardware asset records across all lifecycle stages in ServiceNow. -Monitor and manage the HAM operations mailbox and respond within defined SLAs. -Coordinate with Truist vendor partners to track devices and returns. -Process and remediate ASN (Advanced Shipping Notice) discrepancies. -Analyze asset data imports using Import Sets and Transform Maps. -Perform endtoend remediation for asset data discrepancies and failures. -Support HAM configuration changes, minor development, enhancements, and defect fixes.
-Ensure changes are implemented without impacting production stability. -Produce monthly inventory reports, KPIs, metrics, and measurements. -Support audit, compliance, documentation, and continuous improvement initiatives. -Translate business and technical requirements into user stories and actionable tasks (e.g., Rally). -Advanced certifications in IT Hardware Asset Management, such as IAITAM CHAMP, CAMP, CSAM, CITAD. -Experience with ServiceNow Incident and Service Catalog. -Knowledge of ITIL, Agile methodologies and Rally.