IT Hardware Asset Management (HAM) Administrator, III

Say hello to Hagerty

Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving. Ready to get in the driver’s seat? Join us!

As an IT Hardware Asset Management (HAM) Administrator, III you will be a senior individual contributor and subject matter expert who owns the full-stack delivery of hardware asset management at Hagerty. This includes ServiceNow HAM Pro platform configuration and lifecycle process design, depot operations, data quality, KPI reporting, and stakeholder engagement. This role is accountable for outcomes, not just activities. Every recommendation is grounded in data, every vendor conversation is backed by metrics, and delivery is managed through Agile practices.

What you’ll do

ServiceNow HAM Pro Platform Ownership

• Own HAM Pro configuration: asset classes, models, lifecycle states, workflows, and normalization rules aligned to ITAM best practices

• Scale out-of-the-box HAM Pro processes to meet enterprise lifecycle needs without accumulating unnecessary customization or upgrade debt

• Own the HAM Pro product backlog and Agile delivery cadence — prioritized epics, user stories, and technical debt with clear acceptance criteria; two-week sprints for platform, process, and reporting work; stakeholder demos; and reporting on velocity, cycle time, and backlog health

• Conduct regular data quality audits, reconciliation runs, and CMDB alignment checks; resolve discrepancies with documented root cause and corrective action

• Define and enforce data governance standards for hardware asset records, including roles, permissions, and separation of duties for asset data changes

• Own HAM Pro release readiness — evaluate new capabilities each ServiceNow family release, with regression testing, user acceptance testing, and remediation

• Be familiar with ServiceNow Discovery, Microsoft Intune, Jamf, and procurement system connectors

Hardware Lifecycle Management & Depot Operations

• Design and own the hardware asset lifecycle framework — request → procurement → receiving → deployment → maintenance → redeployment → retirement — across the full hardware estate: laptops, desktops, mobile devices, peripherals, conference room AV, and data center equipment

• Own the hardware request experience in the ServiceNow Service Catalog — catalog items, fulfillment workflows, approvals, and request-to-delivery cycle time

• Lead depot operations governance: partner with external depot and stockroom vendors to define and enforce SLAs, receiving workflows, check-in/check-out, repair tracking, and warranty management — including the Fit for Use standard for device working order, with tracking and remediation of devices that fall out of specification

• Own ITAD compliance: secure disposal, certificates of destruction, and chain-of-custody documentation

• Manage the process for refresh, redeployment, and the loaner and spare device pool using asset age, warranty status, and utilization data

• Own the process for hardware provisioning for onboarding and equipment recovery for offboarding, including shipping logistics for remote employees and return compliance

• Analyze hardware utilization and drive cost reduction through consolidation, standardization, and reallocation of underutilized assets

• Reconcile purchase orders against received assets and coordinate physical inventory and cycle counts across stockrooms and depot locations; document variances and escalate vendor discrepancies with evidence

• Maintain hardware vendor relationships to track product roadmaps, model refresh cycles, and industry trends that affect refresh planning

• Own device warranty and maintenance contract data in ServiceNow — coverage dates, entitlements, and renewal exposure — and partner with Procurement to source hardware, negotiate pricing and renewals, and ensure cost-effective purchasing at enterprise scale

• Maintain hardware asset management process and procedure documentation, including end-of-life records; surface end-of-support risk to leadership proactively

Data-Driven KPIs, Metrics & Reporting

• Own the HAM KPI and metrics framework — define, build, and maintain leading and lagging indicators across lifecycle health, depot performance, compliance posture, and spend efficiency

• Core KPIs include: asset accuracy rate, Discovery coverage, lifecycle SLA adherence, depot vendor performance, refresh forecast accuracy, spend variance, unreconciled asset rate, EOL/EOS exposure, and redeployment rate

• Own hardware cost data in partnership with Finance — Total Cost of Ownership by asset class and model, plus asset cost, useful life, and depreciation schedules reconciled against the fixed asset register; use cost data to inform standardization and refresh decisions

• Build and maintain ServiceNow dashboards for IT leadership, Finance, and Procurement, and deliver recurring reporting — weekly operational metrics, monthly trend analysis, and quarterly asset health summaries

• Conduct ad hoc analysis supporting budget forecasting, audit preparation, refresh planning, and vendor negotiations

• Surface anomalies, trends, and risks proactively — bring findings with recommended actions, not just data

Stakeholder Engagement & Subject Matter Expertise

• Serve as the primary HAM point of contact for IT Operations, Procurement, Finance, Security, and external depot vendors, and as the senior escalation point for complex hardware incidents and requests from the service desk

• Translate technical HAM findings into business language — cost exposure, risk posture, and recommended action

• Lead HAM steering conversations with IT Ops leadership using KPI dashboards and trend data

• Partner with the software asset management team to align hardware and software asset lifecycle data across the CMDB

• Engage Security and Compliance on hardware-related audit findings and regulatory requirements

• Develop and deliver training for IT staff, end users, and depot personnel on HAM Pro workflows and compliance

Compliance, Security & Audit Readiness

• Maintain continuous audit readiness — asset data should be accurate enough to pass an audit on any given day

• Ensure ITAD processes comply with regulatory disposal standards; maintain permanent audit artifacts

• Collaborate with Security to enforce hardware-level controls including unauthorized device detection and encrypted storage compliance

• Maintain current knowledge of NYDFS §500.13, ISO 27001, and NIST CSF requirements as they relate to hardware asset management

This might describe you

• 5+ years in IT hardware asset management with demonstrated ownership of outcomes

• Advanced proficiency in ServiceNow HAM Pro — configuration, workflows, model management, and integrations

• Agile delivery experience — backlog management, sprint execution, and stakeholder demos

• Strong CMDB and Discovery knowledge; experience with Intune and Jamf integrations

• ITIL and ITAM framework fluency — practical application, not just familiarity

• Strong analytical and problem-solving skills, including the ability to reach a defensible conclusion from incomplete data, and to communicate it effectively in writing and verbally at all organizational levels

• Strong working knowledge of hardware components, specifications, and the vendor product landscape

Preferred

• ServiceNow SAM Pro experience — ability to align hardware and software asset domains

• Hands-on experience with ServiceNow Catalog Builder, Flow Designer and Integration Hub

• Experience presenting ITAM metrics and recommendations to IT leadership or CIO level

• Prior experience in an insurance, financial services, or regulated industry environment

• Bachelor's degree in Information Technology, Business Administration, or equivalent experience

Certifications

• ServiceNow HAM Pro Certification or Accredited Badge

• Latest ITIL Foundation Certification

• IAITAM - Certified Hardware Asset Management Professional (CHAMP)

• IAITAM - Certified Asset Management Professional (CAMP)

Other things to note

· This position is open to U.S. remote work. However, team members who reside within 20 miles of the Traverse City headquarters will follow a hybrid schedule, working from the office three days per week.

· May require travel for quarterly events.

· Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Washington, British Columbia, Canada please email [email protected] for compensation, comprehensive benefits and the perks that set us apart.

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference. We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!