Senior Operations Analyst - Hardware & Software Asset Management
About Our Company
We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.
About the Role
The Senior Operations Analyst for Hardware and Software Asset Management (HAM/SAM) is responsible for governing the full lifecycle of end user computing assets and software entitlements across the enterprise. This role partners with Engineering, Procurement, Security, Finance, and Risk teams to ensure accurate asset tracking, license compliance, and adherence to internal policies and external regulatory requirements. This individual drives operational discipline across asset data integrity, lifecycle processes, audit readiness, and vendor governance.
Key Responsibilities
Own end-to-end lifecycle management of hardware assets (procurement, deployment, tracking, refresh, retirement, and disposal)
Ensure alignment between asset inventory systems (e.g., ServiceNow HAM, CMDB) and actual device estate
Partner with EUC Engineering and Deskside teams to enforce standard build, deployment, and recovery processes
Monitor asset aging, refresh cycles, and inventory accuracy; drive remediation for gaps
Serve as an audit function, for both data hygiene as well as process with a strong emphasis on global standardization
Drive policy adherence for asset tracking, software usage, and lifecycle controls
Required Qualifications
Bachelor’s degree or equivalent experience in IT, Business, or related field
5–7 years of experience in IT operations, asset management, or related discipline
Hands-on experience with asset management platforms (e.g., ServiceNow HAM/SAM, CMDB)
Strong understanding of endpoint environments (Windows, macOS) and enterprise deployment tools
Proven experience managing data quality, reporting, and audit support
Strong analytical skills with ability to identify trends, gaps, and corrective actions
Experience working in regulated environments with audit and compliance requirements
Ability to work cross-functionally and influence without direct authority
Preferred Qualifications
Experience with ServiceNow HAM Pro / SAM Pro modules
Familiarity with software licensing models (Microsoft, Adobe, etc.) and compliance requirements
Experience supporting internal/external audits (SOX, regulatory, vendor audits)
ITIL certification or experience working within ITIL-aligned processes
Familiarity with Microsoft Intune and Microsoft Configuration Manager reporting
Experience with procurement and vendor management tools (e.g., Ariba)
Familiarity with process documentation and governance framework experience
Key Characteristics
Detail-oriented with strong ownership mindset over data accuracy and process execution
Comfortable operating in ambiguous environments and driving structure
Strong communicator, able to translate asset data into actionable insights
Proactive in identifying risks, control gaps, and improvement opportunities
Operates with audit readiness and regulatory awareness at all times