Asset Management NAM Operations

Job description

Schneider Electric™creates connected technologies that reshape industries, transform cities and enrich lives. Our 144,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations.Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment: https://youtu.be/NlLJMv1Y7Hk .

Great people make Schneider Electric a great company.

Information Technology Asset Management (ITAM)

(Asset Management Operations Analyst)

Job Description

The Asset Management Operations Analyst is responsible for the ticket lifecycle management and operational activities within the region of US & Canada & Mexico. This includes oversight of the ticket queues within the NAM region (Lease Refresh, hardware. tickets, software tickets, headset tickets, ON-OFF boarding tickets) in addition escalations and follow will be needed in this role.

Responsibility/Duty

· Management of daily queues and tickets via Remedy - requests such as BreakFix/Hot Swap, hardware and software, replacement requests, Lease Refresh, On-OFF Boarding, headset, etc. This is against SLA's and ITAM Policy/Procedures which are also developed and managed by the NAM Region Sr Manager.
· Follow up with remote users on assets send to depot
· Follow up with remote managers on offboarding tickets
· Follow up with Lease refresh users about software requests
· Ability to receive and process/manage escalations from the business as needed.
· Partner with SE Teams such as End Point Solutions to deploy necessary assets
· Manage unique requests in partnership with End Point Solutions Teams
· Provide monthly ticket metrics on capacity to compare with Management
· Weekly meetings for standard run rate operations
· Anticipate critical issues and risks; take responsibility for resolution

Desired profile

Qualifications :

Required Skills/Qualifications/Experience

·  Bachelor's Degree of Science/IT or other
·  3 to 5years minimal experience with IT Environment or ticket management support
·  Strong knowledge of the Standard PC Lease life cycle and ticket management
·  Strong Quantitative and analytical skills.
·  Very proficient in Microsoft Office tools (Word, Outlook, and Excel) and comfortable with the monitoring of information systems.
·  Strong organizational and time management skills.
·  Excellent interpersonal, communication, and listening skills to communicate effectively with internal and external clients.
·  Ability to work effectively autonomously and in a team environment.
·  Strong ability and capability to learn new processes / methodologies
·  Ability to innovate and drive process improvements
·  Strong attention to detail
·  A good sense of urgency and aptitude for multi-tasking, quickly identifying issues and applying proper escalation protocols for risk awareness and resolution.
·  Ability to adapt to a rapidly changing business.
·  Ability to work in a fast-paced environment and delivering to competing timeliness and shifting business deadlines
Primary Location: Monterrey, Mexico

Language: Spanish & English Fluent

We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We're looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY .

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