PC Renewal Operations Analyst

Job Description:

Position Description:

The PC Renewal Operations Analyst supports daily operations of the global PC Renewal Program, working closely with global managed service providers and Ford IT Operations to ensure consistent, effective delivery of computer services.

Skills Required:

Customer Service

Skills Preferred:

Project Planning

Experience Required:

• ServiceNow knowledge, including ServiceNow Operations Management, Hardware Asset Management.
• Understanding of PC hardware, warranties, asset lifecycle, and inventory management, including Break/Fix and repair processes.
• Ability to analyze vendor repair quotes and perform repair-vs-replacement cost analysis.
• Strong analytical, problem-solving, and attention-to-detail skills, with a focus on data accuracy.
• Excellent customer service and communication skills, with the ability to prioritize multiple requests and manage workload against SLAs.
• Ability to work both independently and collaboratively with internal teams and external vendors.
• Strong Microsoft Excel and Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience as a liaison, in vendor management, or customer support.
• Self-motivated, results-driven professional with strong prioritization and time-management skills.
• Quick learner, able to grasp and articulate new technology concepts.

Experience Preferred:

• ServiceNow ticket request processing.
• Project management experience.
• IT Asset Management.
• Experience with asset/PC technology renewal cycles.
• Reporting and data analysis.

Education Required:

Not Applicable

Hybrid, on-site in Dearborn Monday through Thursday, with remote work on Fridays at Ford Road Offices 15575 Lundy Pkwy, Dearborn, MI 48126, United States.

Additional Information :

• Processing ServiceNow ticket requests to fulfill computer requests.
• Resolving customer issues and driving them to closure to mitigate escalation risk.
• Identifying process improvement opportunities to optimize planning, scheduling, and delivery of PC requests and deployments.
• Supporting data analysis and reporting needs using MS Office applications.
• Manage hardware service ticket requests for computers end-to-end from submission and validation through routing, fulfillment, resolution, and closure.
• Review Break/Fix requests and vendor repair quotes for accuracy, completeness, and proper assignment.
• Validate computer warranty status and evaluate repair vs. replacement decisions based on cost, asset age, lifecycle, and business needs.
• Approve or decline repairs as authorized, following established guidelines.
• Coordinate with vendors on part quotes and escalate delays.
• Validate and reconcile asset data across ServiceNow, CMDB, inventory, and vendor inventory systems, resolving discrepancies in serial numbers, ownership, location, and lifecycle status.
• Maintain accurate documentation of decisions, approvals, and closures.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click