Enterprise Technical Support Specialist (Technology Asset Management)
About The Position
The City of Toronto’s Technology Services Division is seeking an experienced, driven IT Asset Management professional to take on the role of Enterprise Technical Support Specialist – Technology Asset Management. This role is critical to managing and optimizing the lifecycle of IT assets, ensuring accurate tracking, compliance, cost efficiency, and alignment with organizational needs, while driving continuous service improvement aligned with ITIL Asset Management best practices. Reporting to the Management Consultant (Team Lead) in the Asset Management unit, you will support the implementation, administration, and ongoing enhancement of processes and tools within the Technology Asset Management function. You will contribute to the effective governance and lifecycle management of software and technology hardware assets across the organization. As an Enterprise Technical Support Specialist, you will support the day-to-day management of hardware and software assets across the enterprise. You will work closely with cross-functional teams to contribute to technical projects, gather and document business and technical requirements, and maintain accurate asset management data, ensuring asset data integrity across systems and supporting reporting and audit activities. You will also review and evaluate hardware and software assets to ensure asset compliance is maintained throughout all stages of the asset lifecycle across the enterprise.
Requirements
- Post Secondary education in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
- Considerable experience in hardware and software asset management, including asset management processes, lifecycle management, governance, and controls.
- Considerable experience using ServiceNow, including asset management modules (HAM/SAM) and asset management reporting capabilities.
- Considerable experience creating and analyzing asset reports, investigating discrepancies, and supporting resolution activities.
- Considerable experience gathering, documenting, and coordinating business and technical requirements, and supporting system enhancements in collaboration with technical teams.
- Experience reconciling asset data across systems (e.g., discovery tools, CMDB, and asset inventories), identifying discrepancies, and taking corrective actions to ensure data accuracy and consistency.
- Ability to work under time constraints and meet deadlines.
Nice To Haves
- ITIL and/or Asset Management (HAM, SAM) certification is an asset.
- Excellent interpersonal skills with the ability to establish and maintain effective working relationships with all levels of staff and external contractors.
- Excellent verbal and written communication skills in order to communicate detailed technical information to a variety of audiences.
- Ability to work independently and cooperatively in a team environment.
Responsibilities
- Perform analysis of enterprise and divisional hardware & software assets, including license type and discovery data. Monitor compliance and perform reconciliations against various agreements and contracts including software licenses, support agreements, and vendor documentation.
- Conducts proactive asset management activities, liaising with divisional staff to ensure accurate asset data and compliance with applicable terms and conditions of enterprise and divisional hardware & software assets. Identify and document key contractual and lifecycle attributes for tracking.
- Support the planning, assessment, procurement, deployment, and disposal of hardware and software assets.
- Maintain and administer Technology Asset Management records and reporting by ensuring accurate asset data entry and upkeep of hardware and software inventories, generating regular reports and dashboards to support compliance and cost optimization, and coordinating the timely resolution of asset-related issues to support service quality and operational efficiency.
- Conduct research and evaluation of hardware & software asset data as part of the ongoing audit and make recommendations on compliance.
- Ensure the timely and effective resolution of asset-related issues, leveraging Technology Asset Management expertise to maintain service quality and efficiency.
- Participate in continuous improvement initiatives within asset management processes and operations.
- Maintain compliance schedule for enterprise and divisional hardware & software assets throughout their lifecycle. Liaise with hardware and software owners and support daily operational activities, including generating usage and compliance reports.
- Conduct regular inventory audits and assist in developing and improving processes and procedures to ensure asset data accuracy.
- Monitor Technology Asset Management Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), and take appropriate actions to maintain target performance, address variances, and support continuous improvement.
- Interface with other IT processes and teams, including the ServiceNow platform team, to ensure alignment and integrity of asset data.
- Respond to user inquiries, investigate and analyze issues, and develop resolutions and/or action plans.
- Provide support to users on asset management processes and tools.
- Review and update asset management documentation, manuals, standards, and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
