IT Asset Management (ITAM) Analyst - Mobility & IT Asset Operations (North America)

The ITAM Analyst - Mobility & Asset Operations is an operational, governance-focused role supporting the lifecycle management of corporate mobile devices and end-user IT assets across North America. This position reports to the ITAM Sourcing & Asset Manager and handles day-to-day execution, request processing, policy enforcement, exception handling, and stakeholder communication.

The role partners closely with IT, HR, Finance, Procurement, vendors, and business leaders to ensure Schneider Electric policies are consistently applied while maintaining a strong customer experience. The ideal candidate is detail-oriented, comfortable working in policy-driven environments, and able to communicate confidently with stakeholders at all levels.

Key Responsibilities

Mobility & End-User Asset Operations

• Manage the end-to-end operational lifecycle of corporate mobile devices and related assets, including phones, hotspots, tablets, peripherals, and accessories.
• Review, validate, and process device requests, upgrades, replacements, port-outs, and non-standard requests in accordance with approved mobility and ITAM policies.
• Coordinate provisioning, shipping, carrier engagement, vendor fulfillment, returns, and decommissioning activities.
• Maintain accurate and up-to-date asset records across ServiceNow, Telecom Expense Management (TEM) platforms (e.g., Sakon), and supporting systems.

• Apply and enforce Schneider Electric ITAM and mobility policies consistently across North America.
• Validate eligibility and business justification based on role segmentation, approved hardware standards, and policy criteria.
• Manage exception workflows, including tracking VP / HRBP approvals and documented risk acceptance when exceptions fall outside standard system workflows.
• Maintain audit-ready documentation, approval trails, and compliance evidence to support internal controls and audits.

• Serve as an operational point of contact for end users, people managers, HRBPs, IT partners, and vendors regarding mobility and asset requests.
• Communicate decisions clearly, professionally, and diplomatically, including policy denials and alternative options.
• Proactively follow up on pending approvals, missing information, or stalled requests to drive timely resolution.
• Support escalations and complex cases in partnership with ITAM leadership and cross-functional stakeholders.
• Working knowledge of COUPA, including catalog navigation, requisition creation, and order processing to support cross-functional and cross-training activities within Asset Management.

• Support continuous improvement initiatives across ITAM and mobility operations, including workflow optimization and documentation standardization.
• Assist with system enhancements and integrations (e.g., ServiceNow workflows, TEM tools, catalog alignment).
• Contribute to reporting, metrics, and insights related to asset utilization, compliance, request volume, and exception trends.
• Participate in regional or cross-functional projects such as tool rollouts, vendor transitions, or process standardization initiatives.

• Bachelor's degree in Information Technology, Business, Supply Chain, Finance, or a related field, or equivalent professional experience.
• 3-5 years of experience in IT Asset Management, Mobility Management, IT Operations, or a related discipline.
• Strong English proficiency and fluency (written and verbal) is required, with the ability to communicate clearly and professionally with North America stakeholders, including senior leaders, HRBPs, and external partners.
• Hands-on experience with ticketing systems (ServiceNow preferred) and asset, procurement, or expense management platforms.
• Experience supporting stakeholders across multiple business functions within North America.

• Strong attention to detail and disciplined documentation practices.
• Clear, professional written and verbal communication skills.
• Ability to manage multiple requests and priorities in a fast-paced, high-volume environment.
• Comfortable enforcing policy while maintaining a service-oriented, diplomatic approach.
• Strong follow-up, organization, and time-management skills.
• Ability to interact confidently with managers, HRBPs, vendors, and senior leaders.

• Exposure to Telecom Expense Management (TEM) and ServiceNow.
• Familiarity with corporate mobility programs, mobile carriers, and device catalogs.
• Experience supporting audits, governance reviews, or compliance initiatives.
• Experience working in a large, matrixed, global organization.