Service Management Operations Analyst

Argonne National Laboratory

Lemont, USA

Job posting number: #7205561 (Ref:417011)

Posted: January 9, 2024

Job Description

We are seeking a highly organized and detail-oriented IT Service Management Analyst to join our team. In this role, candidates will be responsible for overseeing the complete lifecycle management of our hardware and software assets, ensuring compliance with ITIL IT Service Management best practices. This role encompasses both Hardware Asset Management (HAM) and Software Asset Management (SAM) responsibilities, requiring a strong understanding of IT infrastructure, procurement processes, and license management.  This role is an intermediate level analyst and is intended for someone looking to develop their current skills around ITSM best practice, Asset Management and Citizen

Developer (ServiceNow).

Responsibilities:

Hardware Asset Management (HAM):

  • Under the guidance of the Asset Management Process Owner, maintain an accurate inventory of all hardware assets, including servers, desktops, laptops, mobile devices, and networking equipment within supported ITAM tool throughout the IT asset lifecycle.
  • Enforce asset tagging and tracking procedures to ensure assets are properly identified, recorded, and accounted for.
  • Monitor asset utilization, maintenance, and warranty information to optimize asset lifecycle and reduce costs.
  • Conduct regular audits to verify asset records, identify discrepancies, and address any non-compliance issues.
  • Collaborate with procurement teams to evaluate vendors, negotiate contracts, and ensure cost-effective acquisition of hardware assets.

Software Asset Management (SAM):

  • Under the guidance of the Supplier Manager, develop and maintain an accurate inventory of all software assets, licenses, and subscriptions.
  • Assist in the implementation and management of a centralized software asset management system to track license entitlements, allocations, deployments, and usage.
  • Ensure compliance with software licensing agreements, including tracking license expiration dates, renewals, and software audits.
  • Collaborate with IT teams to optimize software deployments, minimize license violations, and identify cost-saving opportunities.
  • Conduct regular software audits to identify unauthorized installations, maintain compliance, and optimize license utilization.
  • Conduct cost recovery actions to recover costs from alternative cost centers ahead of renewals and when a user requests a new piece of software.
  • Assist in software procurement activities, including evaluating software licenses, assistance in negotiating contracts, and managing vendor relationships.

ITIL Best Practices:

  • Apply ITIL IT Service Management principles and practices to IT asset management processes.
  • Collaborate with IT service management teams to align asset management activities with incident, problem, and change management processes.
  • Maintain documentation, policies, and procedures related to IT asset management in accordance with ITIL guidelines.
  • Continuously monitor industry trends, best practices, and emerging technologies related to IT asset management and recommend process improvements.
  • Create and maintain product catalog items and report and analytic dashboards within the current ITSM platform.  Argonne is currently utilizing ServiceNow for this activity

Position Requirements

  • Bachelor's degree in computer science, information technology, or a related field.  A combination of education and experience may be considered in lieu of degree.
  • Experience in asset management tools and software, such as IT service management systems, discovery tools, and software asset management solutions.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Good communication and interpersonal skills to collaborate effectively with cross-functional teams and vendors.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Attention to detail and a commitment to maintaining accurate asset records.

Desired

  • Relevant professional certifications such as ITIL Foundation, Certified Software Asset Manager (CSAM), Certified Hardware Asset Management Professional (CHAMP), or similar certifications are highly desirable.
  • Proven experience in IT asset management, including both hardware and software assets.
  • Strong knowledge of IT infrastructure, procurement processes, and license management.
  • Familiarity with ITIL IT Service Management best practices.

Join our team as an IT Service Management Analyst and play a crucial role in ensuring effective IT asset lifecycle management, compliance, and cost optimization within our organization.

The selected candidate will be placed at the appropriate level (PT1 or PT2) dependent upon depth and breadth of relevant knowledge and skills brought to the position, as well as the amount of relevant experience. The requirements of the various levels are as follows:

  • PT1 Level: Bachelor’s and 0+ years of experience or equivalent
  • PT2 Level: Bachelor’s and 2+ years of experience or equivalent

Job Family

Professional Technical (PT)

Job Profile

IT Multi-Functional 1

Worker Type

Regular

Time Type

Full time

As an equal employment opportunity and affirmative action employer, and in accordance with our core values of impact, safety, respect, integrity and teamwork, Argonne National Laboratory is committed to a diverse and inclusive workplace that fosters collaborative scientific discovery and innovation. In support of this commitment, Argonne encourages minorities, women, veterans and individuals with disabilities to apply for employment. Argonne considers all qualified applicants for employment without regard to age, ancestry, citizenship status, color, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sexual orientation, veteran status or any other characteristic protected by law.

Argonne employees, and certain guest researchers and contractors, are subject to particular restrictions related to participation in Foreign Government Sponsored or Affiliated Activities, as defined and detailed in United States Department of Energy Order 486.1A. You will be asked to disclose any such participation in the application phase for review by Argonne's Legal Department.  

All Argonne offers of employment are contingent upon a background check that includes an assessment of criminal conviction history conducted on an individualized and case-by-case basis.  Please be advised that Argonne positions require upon hire (or may require in the future) for the individual be to obtain a government access authorization that involves additional background check requirements.  Failure to obtain or maintain such government access authorization could result in the withdrawal of a job offer or future termination of employment.



Argonne is an equal opportunity employer, and we value diversity in our workforce. As an equal employment opportunity and affirmative action employer, Argonne National Laboratory is committed to a diverse and inclusive workplace that fosters collaborative scientific discovery and innovation. In support of this commitment, Argonne prohibits discrimination or harassment based on an individual's age, ancestry, citizenship status, color, disability, gender, gender identity, genetic information, marital status, national origin, pregnancy, race, religion, sexual orientation, veteran status or any other characteristic protected by law.


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