PC Renewal Operations Analyst

Stefanini Group is hiring!

Stefanini is looking for a PC Renewal Operations Analyst Dearborn MI

For quick apply please reach out to Lovkesh Bharti at /emailprotected

We are looking for a PC Renewal Operations Analyst supports the daily operations of the global PC Renewal Program. This role works closely with global managed service providers and IT Operations to ensure consistent and effective delivery of computer services.

Responsibilities

• Process ServiceNow ticket requests to fulfill computer requests.
• Resolve customer issues and drive them to closure to mitigate escalation risk.
• Identify process improvement opportunities to optimize the planning scheduling and delivery of PC requests and deployments.
• Support data analysis and reporting needs using Microsoft Office applications.
• Manage hardware service ticket requests for computers end-to-end from submission and validation through routing fulfillment resolution and closure.
• Review break/fix requests and vendor repair quotes for accuracy completeness and proper assignment.
• Validate computer warranty status and evaluate repair-versus-replacement decisions based on cost asset age lifecycle and business needs.
• Approve or decline repairs as authorized following established guidelines.
• Coordinate with vendors regarding part quotes and escalate delays as needed.
• Validate and reconcile asset data across ServiceNow the configuration management database (CMDB) inventory systems and vendor inventory systems.
• Resolve discrepancies involving serial numbers ownership location and lifecycle status.
• Maintain accurate documentation of decisions approvals and ticket closures.

Skills Required

• Customer service

Skills Preferred

• Project planning

Required Experience

• Knowledge of ServiceNow including ServiceNow Operations Management and Hardware Asset Management.
• Understanding of PC hardware warranties asset lifecycle and inventory management including break/fix and repair processes.
• Ability to analyze vendor repair quotes and perform repair-versus-replacement cost analyses.
• Strong analytical problem-solving and attention-to-detail skills with a focus on data accuracy.
• Excellent customer service and communication skills with the ability to prioritize multiple requests and manage workload against service-level agreements (SLAs).
• Ability to work independently and collaboratively with internal teams and external vendors.
• Strong Microsoft Excel and Microsoft Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience serving as a liaison and/or working in vendor management or customer support.
• Self-motivated results-driven professional with strong prioritization and time-management skills.
• Quick learner who can understand and articulate new technology concepts.

Experience Preferred

• ServiceNow ticket request processing.
• Project management experience.
• IT asset management.
• Experience with asset and PC technology renewal cycles.
• Reporting and data analysis.

Education Required

About Stefanini Group

The Stefanini Group is a global provider of offshore onshore and near shore outsourcing IT digital consulting systems integration application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas Europe Africa and Asia and more than four hundred clients across a broad spectrum of markets including financial services manufacturing telecommunications chemical services technology public sector and utilities. Stefanini is a CMM level 5 IT consulting company with a global presence. We are a CMM Level 5 company.

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