Business Process Analyst - Global Infrastructure Asset Management & Reporting, IT Engineering

Company:

Qualcomm Intl Inc., Mexico Branch Office

Job Area:

Information Technology Group, Information Technology Group > IT Engineering

General Summary:

As a global technology leader, Qualcomm enables intelligent computing everywhere from smartphones and PCs to automotive, IoT, networking, and edge AI platforms. Our innovations in high-performance, low-power computing, connectivity, and on-device artificial intelligence (AI) power the products and services shaping the future of technology.

Come join the Engineering & Infrastructure Services (EIS) organization at Qualcomm IT. EIS plays a critical role in enabling Qualcomm's business by delivering the infrastructure, platforms, analytics, and services that support engineering innovation, global operations, and enterprise scale. Our teams ensure that Qualcomm employees and partners operate on secure, reliable, and modern infrastructure across on-premises, cloud, and hybrid environments.

GENERAL SUMMARY

Qualcomm is seeking a Business Process Analyst to support Global Infrastructure Asset Management. Strong Power BI, reporting, and analytical skills are essential, while experience with IT asset management and ServiceNow Hardware Asset Management (HAM) Pro is preferred. The analyst will own the reporting and analytics function, building and maintaining dashboards and metrics for asset lifecycle status, retirement progress, ticket aging, and data-quality exceptions. The role will translate these insights into actionable recommendations that improve data accuracy, operational performance, adoption, and compliance.

Based within EIS IT Infrastructure Asset Management (ITAM), this role will evaluate the asset lifecycle end to end, identify breakdowns and sources of manual rework, and drive practical process improvements. The analyst will partner with business, finance, platform, operations, logistics, and regional IT teams across the Americas, EMEA, and APAC. Success requires sound analytical judgment, clear communication, and the ability to influence outcomes across functions, teams, and time zones.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Reporting, Dashboards and Analytics

• Design, build and maintain advanced Power BI dashboards and ServiceNow reports covering asset lifecycle status, retirement and repurpose tracking, ticket aging, stockroom inventory and data-quality exceptions.

• Model data from multiple sources, write efficient DAX and queries, and build reliable, well-documented reports that support recurring management reviews without manual reconstruction each cycle.

• Define and track operational metrics with the manager and partner teams, iterate on dashboards in response to stakeholder feedback, and document the logic behind each view so reports survive a handover.

• Turn recurring manual reporting into repeatable, automated processes, and present findings and trends clearly to both technical and non-technical audiences.

Asset Lifecycle and Data Integrity

• Support infrastructure asset lifecycle processes in ServiceNow, including maintaining asset and installed-asset records, validating retired configuration items, managing stockroom ownership data, and coordinating asset uploads.

• Use an analytical, curious, and persistent approach to investigate and resolve data-quality issues such as duplicate serial numbers, incorrect department and ownership mapping, and records that fail to move to the correct lifecycle state.

• Own, manage, and audit the queue of incidents and service requests assigned to the infrastructure asset administration group, coordinating follow-ups and driving aging retirement and decommission tasks with the responsible teams through closure.

• Maintain runbooks, upload templates, checklists and use-case documentation so that processes are repeatable across regions.

• Maintain the team's SharePoint sites and document libraries, keeping templates, checklists, and runbooks organized, current, and accessible to partner teams.

Collaboration and Delivery

• Collaborate across a globally distributed group of asset administrators, platform owners, data-center and logistics teams, and regional IT contacts, influencing outcomes and driving issues through closure with partners who do not report to this role.

• Communicate status clearly in writing and in meetings, including ticket updates, handover notes and dashboard walkthroughs for management.

• Remain organized and composed in a fast-paced environment with short delivery cycles, competing priorities, and firm deadlines, balancing scheduled reporting commitments with escalations and ensuring timely follow-through on both.

• Share knowledge with and provide informal training to colleagues taking on asset management tasks in other regions.

Process Analysis and Improvement

• Map the current infrastructure asset lifecycle—from request and receipt through deployment, repurpose, retirement, and disposal—and document how the process operates in practice.

• Identify bottlenecks, handoff gaps, and sources of manual rework; use reporting and operational data to quantify their impact; and recommend improvements to processes, workflows, or ServiceNow configuration in partnership with the appropriate owners.

• Gather requirements from stakeholders across regions, translate them into clear process definitions, dashboard requirements, metric definitions, and workflow specifications, and partner with platform and business teams to support implementation, validation, and adoption.

• Support the team's transition to ServiceNow Hardware Asset Management (HAM) Pro by contributing to requirements and design discussions, validating data and process changes, coordinating user acceptance testing, and supporting cutover readiness and post-launch adoption.

• Represent the asset management team's operational and reporting needs in discussions with ServiceNow platform owners and vendor partners, providing process knowledge and data-driven insights to inform roadmap, configuration, and prioritization decisions.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Analytics, or a related field, or equivalent practical experience.

• 3+ years of experience in business process analysis, business intelligence, or reporting and analytics within an IT service management, IT operations, or related environment.

• Demonstrated hands-on Power BI experience, including data modeling, Power Query, DAX, integrating multiple data sources, and developing operational dashboards.

• Advanced Excel skills, including pivot tables, lookups, data reconciliation, and analysis of large datasets.

• Experience gathering business requirements, documenting current- and future-state processes, identifying process gaps, and translating business needs into reporting or workflow specifications.

• Ability to analyze operational data, identify trends and exceptions, and present clear, actionable insights to technical and nontechnical stakeholders.

• Strong written and verbal communication skills in English.

• Demonstrated ability to collaborate with global, cross-functional teams across regions and time zones.

• Strong documentation, organizational, and problem-solving skills, with the ability to manage multiple priorities and follow issues through to resolution.

PREFERRED QUALIFICATIONS

• IT asset management or infrastructure asset lifecycle experience

• ServiceNow platform experience, including one or more of the following areas: HAM Pro, CMDB, incident management, request management, or reporting.

• Experience maintaining SharePoint sites, document libraries, templates, and operational documentation.

• ITIL knowledge

• Experience using SQL, PowerShell, or Python for data extraction, validation, reconciliation, or reporting automation.

• English proficiency

• Experience in a large global enterprise

WORK ARRANGEMENT AND ELIGIBILITY

• This is an onsite position based at Qualcomm's Mexico City site. The successful candidate is expected to work onsite five days per week in accordance with the site's standard schedule; remote and hybrid work arrangements are not available for this role.

• Relocation assistance is not offered for this position.Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting company business processes and operations. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems to be solved with automated systems. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set. 

Minimum Qualifications:

• 3+ years of IT-related work experience with a Bachelor's degree.
OR
5+ years of IT-related work experience without a Bachelor’s degree.

*Completed advanced degrees in a relevant field may be substituted for up to two years (Master’s = one year, Doctorate = two years) of work experience.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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If you would like more information about this role, please contact Qualcomm Careers.