About The Role

Provides Level 1–2 support for assigned business applications/systems (triage, troubleshoot, resolve, or escalate).
Monitors system health and helps address incidents, outages, and recurring issues (problem management).
Performs basic system administration tasks (user access requests, configuration changes, routine maintenance) following change control.
Documents issues and solutions (knowledge articles, SOPs, runbooks) and keeps records updated (often in ServiceNow/ITSM tools).
Coordinates with other IT teams/vendors (network, server, database, security, application owners) to drive resolution.
Supports testing and deployments (UAT support, regression checks, validating fixes, rollout support).
Analyzes data/logs to identify trends, root cause indicators, and improvement opportunities.
Ensures compliance with security and audit requirements (access controls, evidence gathering, standard procedures).
Inventory control & accuracy: Maintain accurate records of serial/service tag, model, location/site, owner/user, status , and custody changes in the asset repository (e.g., ServiceNow ITAM/CMDB , SCCM/Intune integrations).
Asset issuance & return: Coordinate issuance, transfers between sites, returns from leavers/resigned associates, and collection of unreturned assets; validate completeness (laptop, charger, headset, YubiKey, etc.).
Disposal/ITAD compliance: Ensure retired assets follow approved disposal processes (secure wipe, certificates of destruction, chain-of-custody, environmental compliance).
Asset lifecycle management: Track assets from purchase → receiving → deployment/assignment → moves/adds/changes → repair → return → disposal/ITAD .

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Systems Analyst I (PHL)

About The Role