IT Asset Management Service Owner

International Paper•Memphis, TN

4d•Onsite

About The Position

Key Responsibility Areas End‑to‑End Ownership of IT Asset Management Services Own and be accountable for the IT Asset Management (ITAM) service across the enterprise, ensuring reliability, transparency, and audit readiness Ensure data accuracy and integrity for all hardware, software, and contract assets within ServiceNow ITAM Act as the single point of accountability for ITAM service health across the enterprise ServiceNow Platform Ownership (HAM, SAM, Contracts) Own functional accountability for ITAM capabilities within ServiceNow, including: Hardware Asset Management (HAM) Asset lifecycle management (request → procure → deploy → maintain → retire/dispose) Software Asset Management (SAM) Software entitlement, assignment, and compliance ServiceNow Contract Management Contract visibility, renewals, and linkage to assets and entitlements Ensure proper configuration, use, and governance of ServiceNow ITAM modules to support operational, financial, and compliance requirements IT Asset Disposal & Vendor Management Own the IT Asset Disposal (ITAD) process, including oversight of the current disposal vendor (e.g., Dynamic) Be accountable for: Vendor performance and service quality Certificate of destruction and data security compliance Accurate and timely invoicing Contractual service delivery expectations Ensure retired assets are properly reflected in ServiceNow and downstream financial systems IT Store & Procurement Enablement Own the IT Store experience within ServiceNow, including: Hardware and software catalog items End‑to‑end request lifecycle from request → quote → procurement → fulfillment → assignment Serve as the ITAM owner for reseller and sourcing relationships, including vendors such as: CDW Proscan SoftwareOne SHI Ensure catalog items are accurate, governed, cost‑transparent, and aligned with sourcing and procurement processes Software Assignment & Vendor Portal Management Accountable for accurate software assignment to end users and devices Oversee ITAM management of key vendor portals, including (but not limited to): Microsoft 365 / Microsoft portals Adobe Minitab Ensure software provisioning, reclamation, and entitlement usage are auditable and aligned with license terms Software & Contract Renewal Ownership Own accountability for defined strategic contract renewals, including (as applicable): Microsoft MPSA / EA Adobe ELA Autodesk Minitab Ensure renewals are: Data‑driven Timely In alignment with actual usage, entitlements, and business need Partner with Sourcing and VMO while retaining ITAM ownership of the underlying data and compliance position Financial Accountability & Invoice Reconciliation Support Accountable for ensuring ITAM‑supported invoices are accurate, validated, and paid Partner closely with Finance AP to: Support invoice reconciliation and exception handling Ensure credits and rebates are allocated correctly Ensure ITAM data enables audit‑defensible financial outcomes Reporting, Visibility, & Risk Management Own ITAM reporting and executive visibility, including key metrics such as: Lost and stolen assets Lifecycle status Assignment accuracy Compliance and usage Ensure stakeholders have reliable, actionable insight into IT asset risk and spend ITAM Policy, Governance, & Compliance Own the IT Asset Management policy framework, including standards, governance models, and controls Ensure IT service providers comply with ITAM policies and established asset lifecycle rules Provide feedback and guidance to IT teams to improve compliance and operational alignment Build training and awareness to educate both IT and business partners on ITAM policy Continuous Service Improvement Lead continuous improvement of the ITAM service, processes, and tooling. Identify inefficiencies, gaps, and risks related to: Data quality Processes Integrations Vendor performance User experience Drive improvements that enhance service stability, audit readiness, and cost control Demand, Backlog & Roadmap Ownership Own and manage the ITAM product backlog Intake, evaluate, and prioritize new demands impacting ITAM Balance operational stability with strategic enhancements by prioritizing the most critical initiatives Managed Services & Team Direction Serve as the primary ITAM interface to the Managed Service Provider (MSP) Direct ITAM operational priorities and expectations within the managed services model Ensure clear accountability and effective collaboration between internal resources and managed services partners

Requirements

Bachelor's degree (preferably in computer science, business, or another technical field)
8+ years of related IT experience
3+ years project management or product delivery experience
Accountable for determining and executing appropriate solutions and actions within established operating policies and procedures
Demonstrates proficiency across all phases of technical analysis, development, and implementation of complex systems
Accountable for developing plans to meet desired business expectations and outcomes
Accountable for the uptime, maintenance, and support of all business applications, ensuring stable operations, service quality, and continuity in partnership with managed service provider (MSP)
Leads technical analysis, solution design, and implementation, applying advanced expertise to deliver reliable business outcomes through technology
Owns resolution of highly complex issues, driving root-cause analysis and corrective actions to restore service and prevent recurrence
Accountable for directing IT delivery through teams and professional / operational resources, including oversight of indirect reports as applicable
Holds the team accountable for performance, execution, and measurable outcomes
Owns the end-to-end planning and execution approach for advanced applications, systems, and technologies—from requirement to delivery / enablement
Customer Focus
Plans and Aligns
Directs Work
Decision Quality
Optimizes Work Processes
Communicates Effectively
Interpersonal Savvy
Manages Ambiguity
Action Oriented

Responsibilities

Own and be accountable for the IT Asset Management (ITAM) service across the enterprise, ensuring reliability, transparency, and audit readiness
Ensure data accuracy and integrity for all hardware, software, and contract assets within ServiceNow ITAM
Act as the single point of accountability for ITAM service health across the enterprise
Own functional accountability for ITAM capabilities within ServiceNow, including: Hardware Asset Management (HAM) Asset lifecycle management (request → procure → deploy → maintain → retire/dispose) Software Asset Management (SAM) Software entitlement, assignment, and compliance ServiceNow Contract Management Contract visibility, renewals, and linkage to assets and entitlements
Ensure proper configuration, use, and governance of ServiceNow ITAM modules to support operational, financial, and compliance requirements
Own the IT Asset Disposal (ITAD) process, including oversight of the current disposal vendor (e.g., Dynamic)
Be accountable for: Vendor performance and service quality Certificate of destruction and data security compliance Accurate and timely invoicing Contractual service delivery expectations
Ensure retired assets are properly reflected in ServiceNow and downstream financial systems
Own the IT Store experience within ServiceNow, including: Hardware and software catalog items End‑to‑end request lifecycle from request → quote → procurement → fulfillment → assignment
Serve as the ITAM owner for reseller and sourcing relationships, including vendors such as: CDW Proscan SoftwareOne SHI
Ensure catalog items are accurate, governed, cost‑transparent, and aligned with sourcing and procurement processes
Accountable for accurate software assignment to end users and devices
Oversee ITAM management of key vendor portals, including (but not limited to): Microsoft 365 / Microsoft portals Adobe Minitab
Ensure software provisioning, reclamation, and entitlement usage are auditable and aligned with license terms
Own accountability for defined strategic contract renewals, including (as applicable): Microsoft MPSA / EA Adobe ELA Autodesk Minitab
Ensure renewals are: Data‑driven Timely In alignment with actual usage, entitlements, and business need
Partner with Sourcing and VMO while retaining ITAM ownership of the underlying data and compliance position
Accountable for ensuring ITAM‑supported invoices are accurate, validated, and paid
Partner closely with Finance AP to: Support invoice reconciliation and exception handling Ensure credits and rebates are allocated correctly
Ensure ITAM data enables audit‑defensible financial outcomes
Own ITAM reporting and executive visibility, including key metrics such as: Lost and stolen assets Lifecycle status Assignment accuracy Compliance and usage
Ensure stakeholders have reliable, actionable insight into IT asset risk and spend
Own the IT Asset Management policy framework, including standards, governance models, and controls
Ensure IT service providers comply with ITAM policies and established asset lifecycle rules
Provide feedback and guidance to IT teams to improve compliance and operational alignment
Build training and awareness to educate both IT and business partners on ITAM policy
Lead continuous improvement of the ITAM service, processes, and tooling.
Identify inefficiencies, gaps, and risks related to: Data quality Processes Integrations Vendor performance User experience
Drive improvements that enhance service stability, audit readiness, and cost control
Own and manage the ITAM product backlog
Intake, evaluate, and prioritize new demands impacting ITAM
Balance operational stability with strategic enhancements by prioritizing the most critical initiatives
Serve as the primary ITAM interface to the Managed Service Provider (MSP)
Direct ITAM operational priorities and expectations within the managed services model
Ensure clear accountability and effective collaboration between internal resources and managed services partners