Technology Operations Analyst - HAM

Key Responsibilities

• Manage end-to-end lifecycle of EUC assets including forecasting, procurement, inventory management, deployment, refresh, recovery, redeployment, and disposal.
• Ensure Hardware Asset Management (HAM) and Service Asset & Configuration Management (SACM) compliance, inventory accuracy, and audit readiness.
• Deliver Incident, Service Request, and operational support services through established ITSM processes and tools.
• Administer and support Microsoft Intune-managed endpoints, compliance policies, application deployment, and device health monitoring.
• Provide walk-in, desk-side, and remote support for workplace technology and end-user devices.
• Coordinate onboarding and offboarding activities to ensure a frictionless employee technology experience.
• Manage break-fix support, vendor escalations, asset recovery, and technology refresh programs.
• Develop operational dashboards, process documentation, knowledge articles, and workflow improvements.
• Partner with business, infrastructure, security, procurement, and vendor teams to continuously enhance workplace technology services.
• Support process optimization, automation initiatives, and data-driven decision making.

Required Qualifications:

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

​Job Expectation:

• Strong understanding of:
  • Hardware Asset Management (HAM)
  • Service Asset & Configuration Management (SACM)
  • IT Service Management (ITSM) & ITIL
  • Incident, Request, and Change Management
  • Microsoft Intune & Endpoint Management
  • ServiceNow or similar ITSM platforms
  • Device Lifecycle and Asset Governance
• HAM Pro Certification preferred.
• Excellent spoken and written English communication skills.
• Strong presentation, facilitation, and public speaking skills.
• Exceptional customer engagement, stakeholder management, and interpersonal skills.
• Proven ability to influence, communicate effectively, and deliver outstanding customer experiences in a fast-paced enterprise environment.

Preferred Skills

• Power BI and/or Tableau dashboard development.
• Executive-level presentation development and storytelling.
• Process mapping and workflow design using Visio or similar tools.
• Project coordination and cross-functional stakeholder management.
• Data analytics, reporting, and continuous improvement methodologies.

Key Competencies

Customer Centricity • Communication Excellence • Operational Excellence • Problem Solving • Collaboration • Ownership & Accountability • Innovation & Automation • Continuous Improvement • Adaptability • Attention to Detail.