Analyst/Senior Analyst – Hardware Order Fulfilment Sr Analyst – Infrastructure Services
- Deloitte Support Services India Private Limited
The Order Fulfilment Senior Analyst plays a key operational role in supporting the hardware asset lifecycle processes within the Hardware Asset Management (HAM) team. This role is responsible for executing and overseeing day-to-day tasks related to hardware order fulfilment, from request processing to delivery, transfer or return. The Senior Analyst ensures Configuration Management Database (CMDB) accuracy, process and workflow efficiency, and adherence to established service level agreements (SLAs) and internal policies, contributing to the seamless fulfilment of IT services and the integrity of the IT asset inventory.
This role contributes to the operational effectiveness of IT Asset Management (ITAM) by ensuring the accurate and timely execution of hardware order or returns fulfilment tasks. Its impact is realised through supporting efficient procurement workflows, contributing to reduced lead times, and ensuring hardware assets are provisioned effectively. By maintaining accurate inventory data and supporting the overall efficiency of the HAM team, the Senior Analyst helps meet service level agreements, enhances user satisfaction, and contributes to cost control through diligent asset lifecycle tracking and management.
Work you’ll do
· Process and manage hardware requests and orders, ensuring all necessary information is accurately captured and processed within service or operational level agreements.
· Monitor and track the status of hardware orders and requests from placement through to delivery, proactively identifying and addressing potential delays or issues.
· Perform accurate and timely data entry for hardware assets into the ITAM tools and CMDB for the corresponding lifecycle stage
· Support in the management of inventory levels for commonly requested items, conducting regular stock checks, reconciling discrepancies, and preparing assets for deployment.
· Coordinate closely with internal logistics and IT end-user support teams to facilitate the efficient delivery, imaging, and initial setup of hardware for end-users.
· Monitor ServiceNow dashboards and resolve assigned requests and incidents related to hardware fulfilment delays, discrepancies, or quality, escalating complex problems to management as necessary.
· Assist in maintaining and updating documentation and knowledge articles related to order fulfilment processes and procedures, suggesting improvements where appropriate.
· Generate regular reports on order fulfilment metrics, including lead times, order accuracy, and inventory levels, for review by management.
· Communicate effectively with internal stakeholders (e.g., HAM Admin, IT end-user support, Product teams) and external vendors regarding order details, delivery / collection schedules, and issue resolution.
· Adhere to all internal policies and procedures related to hardware asset management and procurement, ensuring compliance.
Experience
· Proven experience in an IT support, logistics, or operational role with a focus on hardware lifecycle management particularly on procurement or order fulfilment.
· Intermediate understanding of supply chain operations and logistics processes particularly the acquisition and deployment phases.
· Understanding of procurement processes and documentation, vendor interaction, and inventory control principles.
· Knowledge of IT Service Management (ITSM) principles and frameworks (e.g., ITIL) is beneficial.
· Experience with ITAM tools (e.g., ServiceNow ITAM Pro) and their integration with CMDBs for data entry and reporting.
· Proactive and self-motivated, with a focus on process adherence and identifying areas for minor improvement.
· Ability to manage multiple tasks and priorities in a dynamic environment.
· Experience with ITAM tools (e.g., ServiceNow ITAM Pro) and their integration with CMDBs for data entry and reporting.
· Proactive and self-motivated, with a focus on process adherence and identifying areas for minor improvement.
· Ability to manage multiple tasks and priorities in a dynamic environment.
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