About the role
As a Hardware Asset Management (HAM) Analyst with Business Process Consulting expertise, you are a trusted advisor to clients and internal stakeholders on hardware asset lifecycle management, process optimization, governance, and operational maturity. You will leverage your experience in enterprise hardware asset management and the ServiceNow platform to support the full asset lifecycle while helping design and improve scalable operational processes.
You will work closely with IT, procurement, vendor management, finance, asset management teams, and business stakeholders to improve visibility, control, and compliance across hardware assets from request through disposal. The ideal candidate brings hands-on experience managing enterprise hardware assets such as laptops, desktops, mobile devices, network equipment, and data center infrastructure, along with strong analytical, communication, and continuous improvement skills. Experience with ServiceNow HAM, CMDB, asset lifecycle workflows, and related ITAM capabilities is highly preferred.
Roles and Responsibilities
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Manage and maintain hardware asset records for enterprise asset classes including end-user computing devices, mobile devices, peripherals, network equipment, and data center hardware.
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Track hardware assets throughout the lifecycle, including request, procurement, receiving, deployment, transfer, refresh, return, and disposal.
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Partner with procurement, sourcing, and vendor management teams to support purchasing, lease tracking, renewals, and hardware standards of governance.
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Maintain accurate asset, stockroom, inventory, and ownership records within ServiceNow.
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Utilize ServiceNow HAM to manage hardware lifecycle activities, including asset intake, inventory management, refresh planning, reclamation, and disposal workflows.
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Support hardware asset reclamation activities by coordinating with end users and internal teams to facilitate the return of unused hardware assets during device refresh cycles and employee separations and enable redeployment or proper disposition.
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Analyze hardware inventory, asset utilization, and lifecycle data to identify control gaps, process inefficiencies, and cost optimization opportunities.
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Support physical inventory audits, reconciliation activities, and exception management for missing, retired, or redeployed assets.
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Review and interpret vendor agreements, maintenance terms, lease schedules, and warranty information related to hardware assets.
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Support configuration, maintenance, and continuous improvement of ITAM and HAM processes within ServiceNow.
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Collaborate with stakeholders to document current-state and future-state business processes related to hardware asset lifecycle management.
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Identify process inefficiencies and recommend improvements aligned with HAM, ITAM, and operational best practices.
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Support CMDB, asset management, and ITSM data quality initiatives to improve asset accuracy and service visibility.
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Develop reporting, dashboards, and KPIs related to hardware inventory, asset age, refresh cycles, recovery, and cost optimization.
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Participate in cross-functional initiatives involving ITAM, HAM, procurement, finance, operations, and end-user support teams.
Qualifications
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3+ years of experience in Hardware Asset Management, IT Asset Management, inventory management, or related asset lifecycle functions.
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2+ years of hands-on experience working with ServiceNow, preferably within HAM, CMDB, or ITAM modules.
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Experience managing enterprise hardware assets across the full lifecycle, including procurement, deployment, support, refresh, and disposal.
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Understanding hardware asset lifecycle processes, including receiving, stockroom operations, inventory control, assignment, reclamation, and retirement.
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Experience reviewing hardware contracts, lease agreements, maintenance terms, and warranty records.
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Strong analytical and problem-solving skills.
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Experience gathering business requirements and supporting process improvement initiatives.
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Strong communication and stakeholder management skills.
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Proficiency with Microsoft Excel and reporting tools.
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Business Process Consulting (BPC) experience, including process discovery, workshop facilitation, or business process documentation, is highly desired.
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Experience supporting or leading ServiceNow ITAM/HAM implementations, optimization initiatives, or inventory audit and reconciliation efforts is preferred.
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Knowledge of ITIL, IT Asset Management best practices, CSDM, CMDB, and hardware lifecycle governance is a plus.
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Experience working in consulting or client-facing environments and familiarity with procurement and finance processes related to hardware asset management are nice to have.
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Familiarity and /or experience with healthcare or life sciences industries is nice to have
Certifications
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Preferred: ServiceNow Certified System Administrator (CSA).
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Highly Desired: Certified Implementation Specialist - Hardware Asset Management (CIS-HAM) or other relevant hardware asset management certifications (IAITAM, CHAMP).
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A significant plus: ITIL Foundation or higher and other certifications aligned to IT Asset Management, hardware lifecycle management, or process improvement.
