It Asset Lifecycle Management

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

Equinix is seeking a Senior Business Process Analyst (BPA) with focus on Life Cycle processes and analytics. This is an Individual Contributor level position requiring knowledge of Hardware Asset Management (HAM) Life Cycle, ServiceNow platform, CMDB and analytical experience. The analyst will be responsible for HAM Life Cycle processes, cleanup efforts, data integrity and ongoing maintenance. The analyst will work with the internal ServiceNow Teams as well as other 3rd party consulting firms as needed. The analyst will take direction and execute according to agreed upon timeline and plan.

Role and Responsibilities

• May also assist and sometimes lead test plan development and execution
• Manage the development of business process story / requirement gathering, design workbooks, process documentation and ServiceNow Agile stories
• Identifying areas of process improvement (continual service improvement) and recommending solutions that detail pros, cons and risks
• Able to manager a workshop and drive discussion regarding current/to-be processes with key sponsors and stakeholders regarding life cycle processes
• Assist or develop project plans and enablement training of the client
• Lead discovery workshops and serve as functional liaison throughout the engagement
• Create requirements documentation such as business requirements, functional requirements, process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis and reports
• Manage and communicate process and business requirements ensuring that the proposed solutions meet the customer's expectations
• Provide guidance to business and to ServiceNow technical resources in the implementation of the to/be processes. Advise on functional and operationally related to ServiceNow implementation projects regarding ITAM/HAM life cycle
• Subject matter expert in hardware asset management (HAM) life cycle processes and service needs and demonstrate how to support these processes
• Driving specific life cycle process definition, improvement, and gap analysis of life cycle process for all asset classes supported by ITAM

Required Technical and Professional Expertise

• Perform other duties and responsibilities as assigned by the manager
• Proactively communicate and establish working sessions with other departments, individuals and 3rd party partners on planning and implementation activities
• Knowledge of MS Office, especially MS Excel and Word are essential for this position
• Prior experience defining and deploying ITAM/HAM processes
• Solid knowledge of the ServiceNow platform with proven data analytics experience and troubleshooting capabilities
• Working knowledge of computers (workstations), servers, network gear, mobile devices, and other IT infrastructure/accessories
• Excellent communication skills with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Solid experience in requirements gathering and process documentation
• Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
• ServiceNow CMDB and ITSM tool experience with various OOB features, workflows and integrations
• Ability to influence and consult while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

Skill Set Required

• ITAD (IT Asset Disposal) experience with 3rd party ITAD vendor
• Asset management / life cycle experience and updates to both asset module and CMDB
• Monitor IT KPIs dashboards and metrics leveraging ServiceNow, understand the definition of metrics, and maintain a KPI dashboard: specific focus areas are computers/workstations, servers, network gear, mobile devices and their attributes and relationships
• Advanced Shipping Notice (ASN) and vendor shipments of assets

Education and experience

• Experience with data analysis and reporting preferred
• Experience in ITSM processes and configuration management highly desired
• Prior experience in agile methodologies strongly desired
• Certified Life Cycle process desired but not required
• Bachelor’s degree in Computer Science, Engineering or related major preferred (7 years of equivalent work experience required)
• 5+ year overall experience in an IT Service Management (ITSM) organization or other technical support role