SUMMARY:
Supports the management of IT assets owned or leased by TransLink and its subsidiaries, including hardware, software, products and services by tracking and reporting IT asset inventory, deriving IT asset management metrics and managing assets throughout their lifecycle. Provides analysis and support for IT Asset Management processes and the lifecycle of IT assets, including recommending IT asset management standards, improvements and modifications. Responsible for the procurement, facilitation of physical receiving and distribution of assets across enterprise properties as well as planning, monitoring and tracking IT assets to ensure compliance with vendor contracts, licenses and entitlements. This role also provides support for IT Asset Management processes and the lifecycle of IT assets in alignment with established IT asset management standards, and maintains accurate documentation, inventory, and asset management records.
DUTIES AND RESPONSIBILITIES:
Works with enterprise customers to define their business needs and determine their asset requirements. Liaises with vendors and participates in the procurement process. Identifies and assesses options and impacts of asset changes in conjunction with managers and provides IT asset management expertise to customers:
Liaising with BTS teams to (track) assess the impact of projects on availability or as they relate to active IT assets,
Assists in providing information for budget preparation and tracking for asset related forecasting,
Assisting managers to identify and assess the impact of the lifecycle and ongoing tracking of infrastructure changes,
Analyzing and assessing options in alignment with established asset standards and determining ability of existing IT assets to meet business needs; consulting with other BTS teams regarding new requirements,
Working with service providers and vendors to provide IT assets, and suggest service optimizations
Maintaining the Asset inventory database containing hardware and software configuration details
Maintaining a licensing inventory and coordinating the addition, removal or reuse and transferring of licenses,
Preparing regular reports to create ongoing awareness of active IT asset inventory.
Generating and analyzing asset reports to identify trends, discrepancies, and areas for improvement
Provides customer service, asset-related support and request fulfillment to enterprise customers, within the established service level agreements:
Receiving tickets in the ITSM tool, communicating with customers to clarify requirements and efficiently deliver within the established SLA, while providing regular status updates.
Analyzing suitability, compatibility and/or costs for approved desktop, mobile peripherals or applications and recommending best options to meet customer-specific needs.
Answering questions and providing one-on-one customer and/or in person support and guidance related to asset services.
Providing awareness and education to customers on enterprise best practices, standards and policies to encourage adherence and ensure maximum operational efficiency.
Resolving tickets on behalf of customers using the defined escalation process or collaborating with next level teams and/or business units to resolve operational issues and service requests.
Prioritizing tickets that are being actioned in the ITSM tool and adapting to changing demands and schedules while ensuring the ticket queue is managed according to established procedures.
Closing tickets in the ITSM tool upon completion and liaising with customers to verify resolution.
Responding and participating in IT related emergency situations to assist with purchases or other asset related support,
Updating and creating IT asset management support and training materials including knowledge base articles, policies and operational procedures.
Maintains physical inventory and applies Asset Management principles to procurement, receiving, and distribution of all IT Assets across the enterprise
Facilitating the acquisition and allocation of new assets to meet operational needs, tracking orders and delivery schedules,
Conducting or facilitating physical receiving of IT Assets, updating and maintaining asset records with detailed descriptions, locations, and custodians.
Conducting or coordinating with other teams, as appropriate, regular physical cycle counts and barcode scans, reconciling discrepancies between actual inventory and system records.
Coordinates and, as appropriate, physically participates in the transportation of IT assets, including desktops, laptops, monitors, peripherals, networking hardware, between storage facilities, office locations, and end-user sites.
Monitoring and tracking asset movement and status using asset management tools,
Conducting physical audits at enterprise locations and site checks to verify locations, conditions, and quantities, requiring physical interaction with devices.
Coordinating with various departments to ensure timely deployment, transfer, or return of assets
Organizing and maintaining asset storage areas for ease of access and inventory control, including the physical movement and relocation of inventory
Supporting the physical disposal process of obsolete or damaged assets according to company policies by coordinating with vendor and other BTS teams.
Resolving discrepancies and issues related to asset assignments, conditions, or records
Coordinating asset maintenance and repair schedules to avoid operational disruptions
Preparing and maintaining documentation related to asset lifecycle events, such as acquisition, transfer, maintenance, and disposal.
Physically managing hardware in restricted or tight-access environments such as inventory rooms, storage cages, utility areas, or multi-floor office spaces
Regularly lifts, carries, and positions equipment up to 50 lbs. during deployment, retrieval, storage, and audit activities.
Coordinating equipment refresh activities, including large quantities of devices for deployment across multiple sites.
Keeps abreast of new techniques, technologies and industry trends in Asset Management and provides asset support services, promoting consistent procedures through education to cross functional teams. Accounts for IT hardware and software assets and identify potential steps to minimize the whole life costs for operating, maintaining, replacing and disposing of each asset in the system by:
Responding to escalated IT asset provisioning and disposal activities for IT, support teams or customers,
Communicate with customers to clarify business requirement for asset and identify resolution to critical to quality issues,
Supporting the licensing process for service partners and vendors,
Conducts diagnostic initiatives to isolate IT asset supply chain problems, recommending service improvements and modifications,
Collaborate with finance teams to ensure that all IT Asset costs are appropriately allocated within budget,
Provides input into budget planning cycles, determining and tracking service gaps and potential service enhancements to provide a continual improvement to IT asset services.
Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.
