IT Hardware Asset Management (HAM) Administrator, III

Hagerty

3d•Hybrid

About The Position

As an IT Hardware Asset Management (HAM) Administrator, III, you will be a senior individual contributor and subject matter expert who owns the full-stack delivery of hardware asset management at Hagerty. This includes ServiceNow HAM Pro platform configuration and lifecycle process design, depot operations, data quality, KPI reporting, and stakeholder engagement. This role is accountable for outcomes, not just activities. Every recommendation is grounded in data, every vendor conversation is backed by metrics, and delivery is managed through Agile practices.

Requirements

5+ years in IT hardware asset management with demonstrated ownership of outcomes
Advanced proficiency in ServiceNow HAM Pro — configuration, workflows, model management, and integrations
Agile delivery experience — backlog management, sprint execution, and stakeholder demos
Strong CMDB and Discovery knowledge; experience with Intune and Jamf integrations
ITIL and ITAM framework fluency — practical application, not just familiarity
Strong analytical and problem-solving skills, including the ability to reach a defensible conclusion from incomplete data, and to communicate it effectively in writing and verbally at all organizational levels
Strong working knowledge of hardware components, specifications, and the vendor product landscape

Nice To Haves

ServiceNow SAM Pro experience — ability to align hardware and software asset domains
Hands-on experience with ServiceNow Catalog Builder, Flow Designer and Integration Hub
Experience presenting ITAM metrics and recommendations to IT leadership or CIO level
Prior experience in an insurance, financial services, or regulated industry environment
Bachelor's degree in Information Technology, Business Administration, or equivalent experience
ServiceNow HAM Pro Certification or Accredited Badge
Latest ITIL Foundation Certification
IAITAM - Certified Hardware Asset Management Professional (CHAMP)
IAITAM - Certified Asset Management Professional (CAMP)
Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

Responsibilities

Own HAM Pro configuration: asset classes, models, lifecycle states, workflows, and normalization rules aligned to ITAM best practices
Scale out-of-the-box HAM Pro processes to meet enterprise lifecycle needs without accumulating unnecessary customization or upgrade debt
Own the HAM Pro product backlog and Agile delivery cadence — prioritized epics, user stories, and technical debt with clear acceptance criteria; two-week sprints for platform, process, and reporting work; stakeholder demos; and reporting on velocity, cycle time, and backlog health
Conduct regular data quality audits, reconciliation runs, and CMDB alignment checks; resolve discrepancies with documented root cause and corrective action
Define and enforce data governance standards for hardware asset records, including roles, permissions, and separation of duties for asset data changes
Own HAM Pro release readiness — evaluate new capabilities each ServiceNow family release, with regression testing, user acceptance testing, and remediation
Be familiar with ServiceNow Discovery, Microsoft Intune, Jamf, and procurement system connectors
Design and own the hardware asset lifecycle framework — request → procurement → receiving → deployment → maintenance → redeployment → retirement — across the full hardware estate: laptops, desktops, mobile devices, peripherals, conference room AV, and data center equipment
Own the hardware request experience in the ServiceNow Service Catalog — catalog items, fulfillment workflows, approvals, and request-to-delivery cycle time
Lead depot operations governance: partner with external depot and stockroom vendors to define and enforce SLAs, receiving workflows, check-in/check-out, repair tracking, and warranty management — including the Fit for Use standard for device working order, with tracking and remediation of devices that fall out of specification
Own ITAD compliance: secure disposal, certificates of destruction, and chain-of-custody documentation
Manage the process for refresh, redeployment, and the loaner and spare device pool using asset age, warranty status, and utilization data
Own the process for hardware provisioning for onboarding and equipment recovery for offboarding, including shipping logistics for remote employees and return compliance
Analyze hardware utilization and drive cost reduction through consolidation, standardization, and reallocation of underutilized assets
Reconcile purchase orders against received assets and coordinate physical inventory and cycle counts across stockrooms and depot locations; document variances and escalate vendor discrepancies with evidence
Maintain hardware vendor relationships to track product roadmaps, model refresh cycles, and industry trends that affect refresh planning
Own device warranty and maintenance contract data in ServiceNow — coverage dates, entitlements, and renewal exposure — and partner with Procurement to source hardware, negotiate pricing and renewals, and ensure cost-effective purchasing at enterprise scale
Maintain hardware asset management process and procedure documentation, including end-of-life records; surface end-of-support risk to leadership proactively
Own the HAM KPI and metrics framework — define, build, and maintain leading and lagging indicators across lifecycle health, depot performance, compliance posture, and spend efficiency
Own hardware cost data in partnership with Finance — Total Cost of Ownership by asset class and model, plus asset cost, useful life, and depreciation schedules reconciled against the fixed asset register; use cost data to inform standardization and refresh decisions
Build and maintain ServiceNow dashboards for IT leadership, Finance, and Procurement, and deliver recurring reporting — weekly operational metrics, monthly trend analysis, and quarterly asset health summaries
Conduct ad hoc analysis supporting budget forecasting, audit preparation, refresh planning, and vendor negotiations
Surface anomalies, trends, and risks proactively — bring findings with recommended actions, not just data
Serve as the primary HAM point of contact for IT Operations, Procurement, Finance, Security, and external depot vendors, and as the senior escalation point for complex hardware incidents and requests from the service desk
Translate technical HAM findings into business language — cost exposure, risk posture, and recommended action
Lead HAM steering conversations with IT Ops leadership using KPI dashboards and trend data
Partner with the software asset management team to align hardware and software asset lifecycle data across the CMDB
Engage Security and Compliance on hardware-related audit findings and regulatory requirements
Develop and deliver training for IT staff, end users, and depot personnel on HAM Pro workflows and compliance
Maintain continuous audit readiness — asset data should be accurate enough to pass an audit on any given day
Ensure ITAD processes comply with regulatory disposal standards; maintain permanent audit artifacts
Collaborate with Security to enforce hardware-level controls including unauthorized device detection and encrypted storage compliance
Maintain current knowledge of NYDFS §500.13, ISO 27001, and NIST CSF requirements as they relate to hardware asset management