Hardware Engineer @ Infinite Computer Solutions

Job description

Lead Hardware Asset Management Engineer - Level 3 (Onsite)

Role Level Experience

L3 / Onsite HAM Lead 8+ years

Role Summary

The L3 Onsite HAM Lead directs the physical workstream of the MUSC Hardware Asset Management stand-up. The role translates approved HAM standards into executable site plans, leads the L2 onsite engineer and supporting field participants, governs physical inventory and tagging quality, owns onsite pilot and rollout coordination, and provides defensible evidence for reconciliation and hand back. The role leads onsite execution, not the LATAM remote CMDB or ServiceNow build team.

Key Responsibilities

• Own the onsite HAM execution plan for Charleston and designated South Carolina locations, including site sequencing, access requirements, staffing, daily targets, clinical-area constraints and completion criteria.
• Translate approved asset policy, tagging methodology, critical attribute list and lifecycle standards into field procedures, checklists, inventory templates and quality controls.
• Lead physical discovery and verification of the approximately 37,000-endpoint scope through planned waves, representative sampling, exception-based follow-up and evidence-based completion reporting.
• Plan and lead the representative-hub pilot with Field Engineering participation; validate the practicality of receiving, tagging, assignment, transfer, IMAC, refresh, storage, loan and disposal workflows.
• Assign work to onsite HAM engineers and participating Field Engineers; conduct daily briefings, safety reviews, quality checks, coaching and workload rebalancing.
• Approve onsite evidence packages and discrepancy logs before submission to the authorized reconciliation team; ensure each exception has an asset identifier, location, evidence, owner and disposition path.
• Drive resolution of inaccessible locations, disputed ownership, duplicate tags, missing assets, unknown devices, retired equipment, stock-room variance and chain-of-custody concerns.
• Coordinate with MUSC project management, HAM architecture, Field Engineering, Endpoint Engineering, facilities, security, procurement, receiving and disposal stakeholders for onsite dependencies.
• Ensure asset attributes required by policy are collected consistently, including asset tag, serial number, model, assigned user or location, building, building description, location code, floor, asset description, cost center and lifecycle state.
• Provide onsite requirements and validated physical evidence to the ServiceNow HAM/CMDB and discovery-integration teams without assuming ownership of remote configuration, coding or data architecture.
• Define and monitor onsite KPIs such as inventory coverage, first-pass verification rate, exception rate, untagged-asset rate, location accuracy, stock variance, revisit rate and evidence acceptance rate.
• Prepare weekly onsite status, risks, issues, dependencies and forecast-to-complete reporting; escalate access, quality, staffing and schedule risks through project governance.
• Support phase-gate reviews and deliverable acceptance by supplying pilot results, reconciliation evidence, asset-field completeness findings, lessons learned and readiness recommendations.
• Lead onsite training, practical demonstrations and knowledge transfer to Field Engineering for ongoing tagging, inventory and lifecycle-execution responsibilities after project hand back.
• Confirm that physical workflows and runbooks are operationally usable before recommending onsite workstream hand back and closure.

Required Skills and Qualifications

• 8+ years of hardware asset management, IT asset lifecycle, enterprise inventory, depot, field services or technology logistics experience, including 2+ years leading onsite teams or projects.
• Proven leadership of physical IT asset inventories, tagging programs, reconciliation initiatives or enterprise endpoint lifecycle projects across multiple sites.
• Deep practical understanding of receiving, tagging, assignment, IMAC, refresh, storage, loan, return, stock-room controls, chain of custody, retirement and disposal.
• Operational experience with ServiceNow ITAM/HAM and CMDB, plus familiarity with discovery sources such as SCCM/MECM, JAMF and Intune sufficient to interpret reconciliation inputs and exceptions.
• Experience defining inventory sampling, quality assurance, exception workflows, evidence requirements and auditable completion criteria.
• Strong project controls skills, including work plans, RAID logs, progress metrics, issue escalation, phase gates, pilot reporting and hand-back readiness.
• Ability to coordinate activity in hospitals and regulated environments while protecting patient care, privacy, security, safety and infection-control requirements.
• Strong stakeholder communication, team leadership, technical writing and executive-ready reporting skills.
• Bachelor degree or equivalent experience. IAITAM CITAM/CHAMP/CHAM, ITIL 4, ServiceNow HAM, PMP or equivalent certifications preferred.

Leadership and Performance Expectations

• Deliver complete, traceable onsite coverage against the approved site and population plan.
• Maintain high evidence acceptance and first-pass verification quality while minimizing revisits and clinical disruption.
• Surface access, scope, data-quality and chain-of-custody risks early with accountable owners and recovery dates.
• Ensure onsite procedures are documented, repeatable and successfully transferred to Field Engineering before hand back.
• Maintain a clear boundary between onsite physical HAM execution and remote ServiceNow/CMDB engineering responsibilities.