Senior Operations Analyst - Hardware & Software Asset Management

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

The Senior Operations Analyst for Hardware and Software Asset Management (HAM/SAM) is responsible for governing the full lifecycle of end user computing assets and software entitlements across the enterprise. This role partners with Engineering, Procurement, Security, Finance, and Risk teams to ensure accurate asset tracking, license compliance, and adherence to internal policies and external regulatory requirements.

This individual drives operational discipline across asset data integrity, lifecycle processes, audit readiness, and vendor governance. The role requires strong analytical capability, attention to detail, and the ability to influence cross-functional stakeholders to maintain compliance and optimize asset utilization.

Key Responsibilities

Hardware Asset Lifecycle Management (HAM)

• Own end-to-end lifecycle management of hardware assets (procurement, deployment, tracking, refresh, retirement, and disposal)

• Ensure alignment between asset inventory systems (e.g., ServiceNow HAM, CMDB) and actual device estate

• Partner with EUC Engineering and Deskside teams to enforce standard build, deployment, and recovery processes

• Monitor asset aging, refresh cycles, and inventory accuracy; drive remediation for gaps

• Serve as an audit function, for both data hygiene as well as process with a strong emphasis on global standardization

Software Asset Management (SAM)

• Maintain software license inventory, entitlement records, and usage tracking

• Ensure software deployments align with approved entitlements and usage policies

• Support license optimization efforts, including reclaim, reallocation, and cost control initiatives

• Partner with procurement and vendor management on renewals, true-ups, and contract governance

Governance, Risk, and Compliance

• Establish and maintain governance processes for HAM/SAM aligned to internal policy, audit, and regulatory expectations (FFIEC, OCC, SOX as applicable)

• Ensure audit readiness through documentation, control validation, and evidence collection

• Support internal and external audits, including remediation of findings and control gaps

• Drive policy adherence for asset tracking, software usage, and lifecycle controls

Data Integrity & Reporting

• Maintain high-quality asset data across systems of record (ServiceNow, procurement tools, endpoint platforms)

• Develop and deliver reporting on asset inventory, compliance posture, and utilization trends

• Identify discrepancies between systems and drive root cause analysis and correction

• Build dashboards and metrics to support leadership visibility and decision-making

Operational Process Ownership

• Document, standardize, and continuously improve HAM/SAM processes and procedures

• Reduce manual effort and eliminate single points of failure through automation and clear ownership

• Partner with Engineering teams on system integrations (Intune, SCCM, Jamf, procurement systems, CMDB)

Vendor & Financial Governance

• Track asset-related spend and support cost optimization initiatives

• Ensure vendor deliverables align with contractual obligations and internal standards

• Support vendor risk assessments (VRA) and ongoing vendor performance monitoring

Cross-Functional Collaboration

• Work closely with EUC Engineering, Security, Vulnerability Management, Procurement, and Finance

• Influence stakeholders to address gaps in asset tracking, compliance, and process adherence

• Act as a subject matter expert for HAM/SAM governance across the organization

Required Qualifications

• Bachelor’s degree or equivalent experience in IT, Business, or related field

• 5–7 years of experience in IT operations, asset management, or related discipline

• Hands-on experience with asset management platforms (e.g., ServiceNow HAM/SAM, CMDB)

• Strong understanding of endpoint environments (Windows, macOS) and enterprise deployment tools

• Proven experience managing data quality, reporting, and audit support

• Strong analytical skills with ability to identify trends, gaps, and corrective actions

• Experience working in regulated environments with audit and compliance requirements

• Ability to work cross-functionally and influence without direct authority

Preferred Qualifications

• Experience with ServiceNow HAM Pro / SAM Pro modules

• Familiarity with software licensing models (Microsoft, Adobe, etc.) and compliance requirements

• Experience supporting internal/external audits (SOX, regulatory, vendor audits)

• ITIL certification or experience working within ITIL-aligned processes

• Experience with procurement and vendor management tools (e.g., Ariba)

• Familiarity with Microsoft Intune and Microsoft Configuration Manager reporting

• Strong process documentation and governance framework experience

Key Characteristics

• Detail-oriented with strong ownership mindset over data accuracy and process execution

• Comfortable operating in ambiguous environments and driving structure

• Strong communicator, able to translate asset data into actionable insights

• Proactive in identifying risks, control gaps, and improvement opportunities

• Operates with audit readiness and regulatory awareness at all times. #LI_DNI