IT Asset Management Service Owner

International Paper•Memphis, TN

9d•$101,000 - $134,600•Onsite

About The Position

The IT Asset Management Service Owner will have end-to-end ownership of the IT Asset Management (ITAM) service across the enterprise, ensuring reliability, transparency, and audit readiness. This role is accountable for data accuracy and integrity for all hardware, software, and contract assets within ServiceNow ITAM. The owner will also manage ServiceNow capabilities (HAM, SAM, Contracts), IT Asset Disposal (ITAD) processes, the IT Store experience, software assignment, vendor portal management, software and contract renewals, financial accountability, reporting, policy governance, continuous service improvement, and managed services direction.

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), Software Asset Management (SAM), and ServiceNow Contract Management.
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, vendor performance, certificate of destruction and data security compliance, accurate and timely invoicing, and 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 and the end-to-end request lifecycle.
Serve as the ITAM owner for reseller and sourcing relationships.
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 Microsoft 365 / Microsoft portals, Adobe, and Minitab.
Ensure software provisioning, reclamation, and entitlement usage are auditable and aligned with license terms.
Own accountability for defined strategic contract renewals, including Microsoft MPSA / EA, Adobe ELA, Autodesk, and Minitab.
Ensure renewals are data-driven, timely, and 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, and 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, and 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.