PC Renewal Operations Analyst at Alpha Consulting Corp. in Dearborn, MI

Job description

• Introduction
• The role supports daily operations of the global PC Renewal Program, working closely with global managed service providers and IT Operations to ensure consistent, effective delivery of computer services.

Responsibilities

• Processing ServiceNow ticket requests to fulfill computer requests.
• Resolving customer issues and driving them to closure to mitigate escalation risk.
• Identifying process improvement opportunities to optimize planning, scheduling, and delivery of PC requests and deployments.
• Supporting data analysis and reporting needs using MS 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 vs. replacement decisions based on cost, asset age, lifecycle, and business needs.
• Approve or decline repairs as authorized, following established guidelines.
• Coordinate with vendors on part quotes and escalate delays.
• Validate and reconcile asset data across ServiceNow, CMDB, inventory, and vendor inventory systems, resolving discrepancies in serial numbers, ownership, location, and lifecycle status.
• Maintain accurate documentation of decisions, approvals, and closures.

Requirements

• ServiceNow knowledge, including ServiceNow Operations Management, 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-vs-replacement cost analysis.
• 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 SLAs.
• Ability to work both independently and collaboratively with internal teams and external vendors.
• Strong Client Excel and Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience as a liaison, in vendor management, or customer support.
• Self-motivated, results-driven professional with strong prioritization and time-management skills.
• Quick learner, able to grasp and articulate new technology concepts.
• Prior work experience at client or in client's industry.
• Applicants must be able to work directly for Artech on W2.
• ServiceNow ticket request processing.
• Project management experience.
• IT Asset Management.
• Experience with asset/PC technology renewal cycles.
• Reporting and data analysis.

Skills

Required

• ServiceNow
• ServiceNow Operations Management
• Hardware Asset Management
• PC hardware knowledge
• Warranty knowledge
• Asset lifecycle knowledge
• Inventory management
• Break/Fix and repair processes
• Vendor repair quote analysis
• Repair-vs-replacement cost analysis
• Analytical skills
• Problem-solving skills

Preferred

• ServiceNow ticket request processing
• Project management
• IT Asset Management
• Asset/PC technology renewal cycles
• Reporting
• Data analysis