Business Process Analyst – Global Infrastructure Asset Management & Reporting

Technology, Data & Digital · Data, AI & Analytics · Business Intelligence · Data Analysis · IT Support

In short

Qualcomm seeks a Business Process Analyst in Mexico City to support Global Infrastructure Asset Management. This role requires strong Power BI, reporting, and analytical skills, with preferred experience in IT asset management and ServiceNow HAM Pro. The analyst will build dashboards, drive process improvements, and collaborate globally to enhance data accuracy and operational performance.

Responsibilities

Design, build, and maintain advanced Power BI dashboards and ServiceNow reports for asset lifecycle status, retirement progress, ticket aging, and data-quality exceptions.
Model data from multiple sources, write DAX and queries, and build reliable reports supporting recurring management reviews.
Define and track operational metrics, iterate on dashboards based on stakeholder feedback, and document report logic.
Automate recurring manual reporting processes and present findings clearly to diverse audiences.
Support infrastructure asset lifecycle processes in ServiceNow, including validation of retired configuration items and management of stockroom inventory.
Investigate and resolve data-quality issues like duplicate serial numbers and incorrect mapping.
Own, manage, and audit incident and service request queues for infrastructure asset administration.
Maintain runbooks, upload templates, checklists, and SharePoint documentation.
Collaborate with global asset administrators, platform owners, and regional IT teams to drive issue resolution.
Communicate status clearly in writing and in meetings.
Map the current infrastructure asset lifecycle and document practical operational procedures.
Identify process bottlenecks and manual rework, quantify their impact, and recommend improvements.
Gather stakeholder requirements and translate them into process definitions, dashboard requirements, and workflow specifications.
Support the transition to ServiceNow Hardware Asset Management (HAM) Pro, including requirements gathering and user acceptance testing.
Represent operational and reporting needs in discussions with ServiceNow platform owners and vendor partners.

Requirements

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 (pivot tables, lookups, data reconciliation, analysis of large datasets).
Experience gathering business requirements, documenting processes, identifying gaps, and translating business needs into reporting or workflow specifications.
Ability to analyze operational data, identify trends and exceptions, and present clear, actionable insights.
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.

Desired Qualifications

IT asset management or infrastructure asset lifecycle experience
ServiceNow platform experience (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

Benefits

Qualcomm is an equal opportunity employer.
Qualcomm is committed to providing an accessible process for individuals with disabilities.
Qualcomm is committed to making its workplace accessible for individuals with disabilities.