PC Renewal Operations Lead Analyst

We made history and now we work to transform the future - for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

Enterprise Technology plays a critical part in shaping the future of mobility. If you're looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people's lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.

In this position...

This role is for a builder and an operator capable of taking complex asset lifecycle processes and driving improvements in speed, accuracy, compliance, and customer experience.

The Team Lead will work closely with the program's global managed service provider and other Ford Enterprise Technology teams to ensure services are executed effectively and consistently.

The PC Renewal (PCR) Operations Business Analyst Team Lead supports the daily operations of Ford's global PC Renewal Program, which manages the lifecycle of end-user computing hardware across the organization.

What you'll do....

• Track active PC assets currently in service as well as assets classified as inventory on hand.
• Create reports out of ServiceNow and other platforms
• Process ServiceNow request tickets to fulfill PC requests, and lead daily work distribution
• Resolve customer reported issues and mitigate escalation risk by driving issues to closure.
• Identify and promote process improvement opportunities; optimize planning, scheduling, and delivery processes associated with PC requests and deployments.
• Coordinate changes to PC Renewal or Global Service Desk processes to positively impact operational metrics.
• Report monthly operations using Microsoft Office applications, particularly PowerPoint and Excel.
• Coordinate security and compliance controls procedures.

What you'll do....

• Track active PC assets currently in service as well as assets classified as inventory on hand.
• Create reports out of ServiceNow and other platforms
• Process ServiceNow request tickets to fulfill PC requests, and lead daily work distribution
• Resolve customer reported issues and mitigate escalation risk by driving issues to closure.
• Identify and promote process improvement opportunities; optimize planning, scheduling, and delivery processes associated with PC requests and deployments.
• Coordinate changes to PC Renewal or Global Service Desk processes to positively impact operational metrics.
• Report monthly operations using Microsoft Office applications, particularly PowerPoint and Excel.
• Coordinate security and compliance controls procedures.