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Service Management Specialist II

Product Support

Riverside, Rhode Island

Req. Number: 219317

Full/Part Time: F

Shift: 1st Shift


The Endpoint Services PC Depot Analyst plays a critical role in support of the computing needs of our colleagues across the Enterprise by enabling the processes required to ensure the timely and quality delivery of desktop compute solutions.

Job Responsibilities:

  • Responsible for demand management of all desktop compute related hardware
  • Process shipping requests, including production of FedEx labels, Initial Logon Instructions, and return labels to be shipped with laptops
  • Develop Asset Management performance metrics and reporting using ServiceNow
  • Document / maintain inventory reports, inventory counts, discrepancies, and other required statistical data
  • Place inventory orders, track shipments, and perform regular inventory reconciliation
  • Report inventory statistics to management and suggest improvements to inventory control
  • Manage ServiceNow Request Fulfillment queue and prioritization
  • Manage leased equipment inventory and track returns to associated suppliers
  • Monitor PC Depot mailbox and MS Teams chat communication channels.  Address escalations and status requests as needed
  • Focus on equipment returns, retrieving terminated user equipment and updating inventory status in ServiceNow
  • Ensure proper reporting regarding the decommissioning of equipment
  • Manage and find issues in the environment and effectively communicate issues to both peers and management


  • Excellent communication and organizational skills
  • Strong analytical, time management, and problem-solving skills
  • Experience with ServiceNow and the development of related reports and dashboards
  • Experience with KPI's. Metrics and associated performance reporting
  • Excellent attention to detail and multi-tasking skills
  • Proficient with Microsoft 0365 and Excel
  • Experience with IT Asset Inventory management a definite plus


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Awards We've Received


Human Rights Campaign Best Places to Work for LGBTQ Equality


Dave Thomas Foundation Best Adoption-friendly Workplace


Noteworthy Company for Diversity


Military Friendly Employer