PC Renewal Operations Analyst

Position Summary

The PC Renewal Operations Analyst supports the daily operations of a global PC Renewal Program. This role works closely with internal IT Operations teams, customers, and external managed service providers to ensure computer requests, repairs, replacements, and asset records are processed accurately and within established SLAs.

Key Responsibilities

• Process and manage ServiceNow ticket requests for computer hardware and PC services from submission through closure.
• Validate requests, route tickets appropriately, monitor progress, and ensure timely resolution.
• Resolve customer issues and coordinate with internal teams and vendors to minimize escalations.
• Review Break/Fix requests and vendor repair quotes for accuracy and completeness.
• Validate hardware warranty status and determine repair vs. replacement based on cost, asset age, lifecycle, and business requirements.
• Coordinate with vendors regarding repair parts, quotes, service delays, and approvals.
• Validate and reconcile asset information across ServiceNow, CMDB, inventory, and vendor systems.
• Investigate discrepancies involving serial numbers, ownership, location, and lifecycle status.
• Maintain accurate records of repair decisions, approvals, ticket activity, and closures.
• Support reporting and data analysis using Microsoft Excel and Microsoft Office.
• Identify process gaps and recommend improvements to PC planning, scheduling, deployment, and renewal processes.
• Prioritize multiple requests and manage workload according to SLA requirements.
• Collaborate effectively with internal IT teams, managed service providers, vendors, and end users.

Required Qualifications

• Degree or GED.
• Experience with ServiceNow, preferably including:
  • ServiceNow Operations Management
  • Hardware Asset Management (HAM)
  • CMDB
• Knowledge of PC hardware, warranties, asset lifecycle, and inventory management.
• Experience with Break/Fix and hardware repair processes.
• Ability to review vendor repair quotes and perform repair-vs-replacement cost analysis.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Strong focus on data accuracy and asset information integrity.
• Excellent customer service and communication skills.
• Ability to prioritize multiple requests and work against SLAs.
• Strong Microsoft Excel and Microsoft Office skills.
• Ability to work independently and collaboratively with vendors and internal teams.

Preferred Qualifications

• ServiceNow ticket/request processing experience.
• IT Asset Management experience.
• PC technology refresh or renewal-cycle experience.
• Vendor management or vendor liaison experience.
• Project management or project planning experience.
• Reporting and data analysis experience.
• Experience identifying process gaps and implementing operational improvements.

Core Skills

ServiceNow | IT Asset Management | Hardware Asset Management | CMDB | PC Hardware | Break/Fix | Warranty Management | Asset Lifecycle | Inventory Management | Vendor Management | Repair vs. Replacement Analysis | Excel | Data Analysis | Customer Service | SLA Management

Work Location

Hybrid – Dearborn, MI

• Monday–Thursday: On-site
• Friday: Remote