ITAM Associate

About the Role

As an Associate ITAM Hardware Asset Management (HAM) Analyst within the ZS IT team, you will be instrumental in managing the complete lifecycle of IT hardware assets across our organization. Your responsibilities will encompass maintaining precise inventory records, ensuring adherence to HAM processes, optimizing the utilization of assets, and contributing to operational efficiency through dependable asset data. You will collaborate closely with IT Support, Procurement, Finance, and Infrastructure teams to guarantee that assets are effectively tracked, governed, and utilized.

Key Responsibilities

Asset Lifecycle Management

• Oversee the entire lifecycle of IT hardware assets, from request and purchase through deployment, tracking, maintenance, and retirement.
• Accurately add and update hardware asset records in ServiceNow (SNOW), ensuring all critical fields such as serial number, ZS tag, location, warranty, and status are complete and correct.

Inventory & Data Accuracy

• Conduct physical verification of various IT hardware, including laptops, mobile devices, Macs, servers, network equipment, and office devices.
• Reconcile SNOW inventory data with information from discovery sources like SCCM, JAMF, Intune, and IP-based scans.
• Ensure proper ZS tag application, accurate attribute updates, and consistent inventory management across global and India offices.

Coordination & Operations Support

• Liaise with Local Tech Support for asset installations, location updates, repairs, swaps, replacements, and decommissioning activities.
• Coordinate with Procurement and Finance departments for invoice processing, asset capitalization, insurance, asset categorization, and record updates specific to India operations.
• Support infrastructure teams by updating SNOW records for configuration changes.

Compliance, SOP Adherence & Governance

• Adhere to ZS IT HAM Standard Operating Procedures (SOPs) for asset discovery, verification, and lifecycle governance.
• Ensure compliance with audit requirements, including ISO, NIST, internal IT Risk assessments, and Archer system inputs.
• Maintain comprehensive documentation and support the collection of audit evidence as needed.

Reporting & Analysis

• Generate regular inventory health reports, covering device counts, discovery coverage, data discrepancies, warranty cycles, and more.
• Track asset-related risks, such as data inaccuracies, reconciliation failures, and areas dependent on manual processes.
• Identify and highlight opportunities for improving inventory accuracy and process efficiency.

Continuous Improvement & Tool Enhancements

• Identify gaps in discovery tool mappings (e.g., SCCM, JAMF, Intune).
• Recognize limitations or areas for improvement in asset management tools like ServiceNow (SNOW).
• Propose automation opportunities, enhanced integrations, and SOP updates to bolster HAM reliability.
• Assist in standardizing processes across different geographies to ensure consistent hardware governance.
• Create and update documentation for software asset management processes and procedures.
• Respond to specific program-related requests from managers and team members.
• Perform other duties as assigned.

Qualifications and Skills

What You'll Bring

• Bachelor's degree in Information Technology, Computer Science, Information Technology, or a related field.
• Strong analytical and problem-solving abilities, with a capacity to interpret asset data, identify discrepancies, and suggest enhancements.
• Exceptional attention to detail, particularly in maintaining accurate asset records, reconciling discovery data, and validating inventory.
• Excellent communication and interpersonal skills for effective collaboration with Local Tech Support, Procurement, Finance, and Infrastructure teams.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), including the ability to manage large datasets, utilize VLOOKUPs, create pivot tables, and generate reports.
• Familiarity with Microsoft O365 tools and daily collaboration platforms.
• Self-motivated, goal-oriented, and an innovative thinker with a dedication to process improvement.
• Ability to rapidly learn new tools, workflows, and IT asset management processes.
• Working knowledge of ServiceNow (SNOW) or similar ITSM/ITAM platforms for asset lifecycle management, tagging, and record updates.
• Understanding of various IT hardware types (laptops, mobiles, Macs, servers, network devices, office equipment) and their specific lifecycle needs.
• Basic understanding of discovery tools such as SCCM, JAMF, Intune, and IP-based scanning, and their integration with asset management systems.
• Capability to perform physical audits, reconcile inventory discrepancies, and maintain accuracy across diverse locations.
• Awareness of governance, compliance, and audit-related requirements (ISO, NIST, risk assessment inputs, warranty tracking).
• Strong organizational skills to manage multiple concurrent requests, updates, and asset-related tasks.
• A collaborative mindset, with the ability to support cross-functional teams and maintain documentation in line with ZS SOPs and governance standards.
• Willingness to actively support continuous improvement initiatives in HAM processes, automation, reporting, and tool enhancements.
• Flexibility to work effectively across different environments and time zones.