Mobile Asset Analyst

JOB SUMMARY
The Mobile Asset Analyst is responsible for managing the MTA's mobile device inventory, lifecycle management, procurement, and support. This role requires strong organizational skills, technical knowledge of mobile platforms, and the ability to work effectively with ServiceNow and related IT asset management tools. The Mobile Asset Analyst ensures mobile devices are tracked, deployed, maintained, and retired in accordance with organizational policies and security standards.
● Maintain comprehensive inventory of all mobile devices (smartphones, tablets, laptops) in the MTA environment using ServiceNow and mobile device management (MDM) systems.
● Track device assignments, ownership, deployment status, and location; ensure accurate records and resolve discrepancies.
Device Provisioning & Deployment
● Coordinate provisioning of new mobile devices, including configuration, imaging, and enrollment in MDM systems prior to deployment to end users.
● Manage complete device lifecycle from procurement through retirement, including upgrades, warranty management, and device disposal.
● Schedule and execute device refreshes and replacements; ensure proper data wiping and secure disposal of decommissioned devices.

ServiceNow Administration & Reporting
● Maintain mobile asset data in ServiceNow; create and manage custom reports, dashboards, and queries for asset tracking and utilization analysis.
● Generate regular reports on mobile fleet composition, costs, compliance status, and recommendations for optimization.
Ticket Management & User Support
● Process and resolve mobile device-related service requests and incidents in ServiceNow, including device requests, configuration issues, and technical support.
●Ensure mobile devices comply with MTA security policies, data protection standards, and regulatory requirements.
● Monitor security alerts, manage lost or stolen device response procedures, and enforce remote wipe and device deactivation as needed.

QUALIFICATIONS
● High school diploma or equivalent (GED); or equivalent combination of education and experience.
● 2-3 years of experience in mobile device management, IT asset management, or related technical field.
● Knowledge of iOS and Android platforms and device lifecycle management best practices.
● Proficiency with ServiceNow or similar IT Service Management (ITSM) platforms, particularly asset management modules.
● Strong organizational and multitasking abilities; ability to manage multiple device deployments and requests simultaneously.
● Excellent written and verbal communication skills; ability to document procedures and provide clear technical guidance to end users.
● Understanding of IT security principles and data protection compliance requirements.

CORE COMPETENCIES
● Organization & Attention to Detail – Ability to manage large-scale device inventories and track assets with precision.
● Technical Proficiency – Strong technical skills with mobile platforms, MDM systems, and IT service management tools.
● Problem Solving – Ability to diagnose and resolve device configuration, connectivity, and security issues.
● Communication – Clear communication with technical IT staff, end users, and external vendors.
● Compliance Awareness – Understanding of security policies, regulatory requirements, and data protection standards.
● Customer Service – Willingness to assist end users and provide technical guidance in a professional and patient manner.

PHYSICAL REQUIREMENTS
● Ability to sit for extended periods while working at a computer.
● Ability to lift and carry mobile devices and equipment weighing up to 20 pounds.
● Ability to communicate effectively via phone, email, and video conferencing.
Additional Skills and Information: Excel, Service Now