Analyst-Device Intake & Governance
About The Position
The Intake Analyst is part of the Connectivity Intake & Governance team and ensures requests entering the connectivity organization are captured, clarified, categorized, and routed. The role manages requests from submission through handover, maintaining documentation and communication throughout, and works with requesters, Stakeholder Representatives, and downstream teams such as Network Engineering, Architecture, Security, Operations, and MFG IT. The role also develops custom tools as needed. The position calls for strong attention to detail, excellent written and verbal communication, and the ability to manage multiple requests in a fast-paced environment. The ideal candidate is comfortable using ticketing and intake systems, enjoys process-driven work, and builds effective relationships with technical and business stakeholders.
Requirements
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent relevant experience.
- Experience with ticketing or intake systems such as JIRA or ServiceNow.
- Strong written and verbal communication skills.
- Excellent organizational skills and ability to manage multiple requests and priorities simultaneously.
- Demonstrated attention to detail and follow-through.
- Scripting or programming skills, such as Python, for network automation.
Nice To Haves
- Experience in a connectivity, telecom, wireless, MFG, or IoT environment.
- Prior experience in a business analysis or coordination role.
- Ability to work effectively with technical and non-technical stakeholders.
Responsibilities
- Receive, log, and acknowledge requests submitted through standardized intake forms, a portal, ServiceNow, or dedicated email.
- Create concise request summaries covering objectives, scope, stakeholders, and initial requirements.
- Check intake forms for completeness and follow up with requesters to obtain clarification or additional details.
- Build and maintain catalogued service offerings in the Network space.
- Establish AAA Wired MAB and 802.1x enforcement policies and guidelines.
- Develop and maintain tools and dashboards to improve customer experience.
- Categorize requests, assess urgency and potential impact, and conduct preliminary assessment and prioritization with input from a Stakeholder Representative, requester, and site owner.
- Determine the appropriate downstream team for each request.
- Facilitate handoffs to specialized connectivity teams, ensuring relevant documentation is attached.
- Coordinate handover meetings for complex projects and provide clear ticket documentation for simpler requests.
- Track requests until formally accepted by the downstream team.
- Provide requesters with ongoing status updates and act as a liaison during the initial phase of requests.
- Gather feedback on intake submissions to support continuous improvement.
- Manage and maintain the intake system or platform, such as JIRA, ServiceNow, or a custom portal.
- Identify process gaps and improvements.
Benefits
- Immediate medical, dental, vision, and prescription drug coverage.
- Paid parental leave, new parent ramp-up programs, and subsidized back-up child care.
- Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
- Vehicle discount program for employees and family members and management leases.
- Tuition assistance.
- Employee resource groups.
- Paid time off for individual and team community service.
- Vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
