Technical Analyst

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JOB FUNCTION / SUMMARY:

Works directly with technology in the review, installation, and maintenance of distributed systems hardware and software. Provides technical assistance and training on applications for end users and contributes to project execution under the guidance of senior leadership. Provides Tier 2+ support as necessary.

Additional Job Functions / Summary:

Supports the administration and execution of Information Technology Asset Management (ITAM), Software Asset Management (SAM), and Hardware Asset Management (HAM) programs at Hancock Whitney. Maintains ITAM asset lifecycle processes, license compliance, inventory accuracy, and asset governance using ServiceNow SAM Pro, HAM Pro, and Snow License Manager. Partners with technology and business teams to support audit readiness, software optimization, reporting, and process improvement initiatives while providing Tier 2+ support and contributing to project delivery and operational excellence.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Assists in the implementation and support of distributed infrastructure solutions based on design and specifications provided by senior leadership.
• Assists in developing documentation for ongoing support and maintenance of distributed systems.
• Proactively monitor, optimize, and manage vulnerability for applications used across the organization.
• Supports the implementation of 3rd party technology resources as needed, under the direction of senior leadership.
• Contributes to meeting service level agreements by ensuring timely and effective delivery of support tasks.
• Provides guidance, training, and mentoring to other technology associates as needed.

Additional Duties & Responsibilities

• IT Asset Management
  • Manage the lifecycle of hardware and software assets from procurement through retirement, ensuring asset records remain accurate and compliant.
  • Maintain inventory integrity by reconciling asset, configuration, procurement, and deployment data across multiple technology platforms.
  • Perform regular audits and validations of hardware and software inventories to identify discrepancies and improve data quality.
  • Collaborate with procurement, finance, information security, and technology teams to support asset governance and lifecycle processes.
  • Develop and maintain asset management standards, procedures, and process documentation.
  • Support hardware refresh initiatives, technology deployments, and asset disposition processes.
  • Software Asset Management
    • Administer software asset management tools to maintain software inventories, license entitlements, and compliance positions.
    • Analyze software usage, license consumption, and entitlement data to identify optimization and cost-saving opportunities.
    • Conduct software compliance assessments and support internal and external software audits.
    • Assist in software publisher true-ups, license renewals, and contract reviews.
    • Monitor software metering and usage trends to recommend license reclamation and optimization strategies.
    • Maintain software license entitlement repositories and ensure supporting documentation is complete and accurate.
  • ServiceNow & Snow Administration
    • Support the administration, configuration, and continuous improvement of ServiceNow SAM Pro and HAM Pro modules.
    • Utilize Snow License Manager and ServiceNow discovery data to reconcile software installations, hardware assets, and license entitlements.
    • Assist with the development and maintenance of dashboards, reports, workflows, and automated processes within ITAM platforms.
    • Investigate and resolve asset and licensing data discrepancies across ServiceNow, Snow, procurement systems, and discovery tools.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Associate's degree or equivalent from a two-year college or technical school or equivalent combination of education and experience.
• Two years of related technology experience.

Preferred Experience and Knowledge

• Two to five years of experience in IT Asset Management, Software Asset Management, Asset Governance, or related technology disciplines.
• ServiceNow Certified Implementation Specialist (CIS) - SAM or HAM preferred.
• Certified Software Asset Manager (CSAM), Certified Hardware Asset Management Professional (CHAMP), or equivalent asset management certifications preferred.
• Experience administering or supporting ServiceNow SAM Pro and HAM Pro.
• Experience using Snow License Manager or similar Software Asset Management solutions.
• Experience performing software license compliance reviews and remediation activities.
• Experience with software publishers such as Microsoft, Adobe, Oracle, IBM, VMware, Cisco, or SAP.
• Experience working with software contracts, maintenance renewals, and license entitlement documentation.
• Experience generating reports and dashboards utilizing asset management and business intelligence tools.

• Strong understanding of IT Asset Management (ITAM), Software Asset Management (SAM), and Hardware Asset Management (HAM) best practices.
• Working knowledge of software licensing models, including subscription, perpetual, SaaS, user-based, device-based, and consumption-based licensing.
• Understanding of software compliance, audit readiness, and license optimization methodologies.
• Knowledge of Configuration Management Database (CMDB) concepts and asset lifecycle management processes.
• Familiarity with software discovery and inventory technologies.
• Understanding of ITIL processes, including Incident, Change, Problem, Configuration, and Asset Management.
• Strong analytical and data reconciliation skills with the ability to identify trends, exceptions, and compliance risks.
• Proficiency with Microsoft Excel, Power BI, and reporting tools for data analysis and presentation.

Equal Opportunity/Affirmative Action Employers.  All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.