Services Automation Business Analyst

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

We are looking for an experienced Services Automation Business Analyst. Join us and work within Services support tool automation team - Smarter Support - to enable automated support for non-x86 technologies/platforms.

What You Will Do

• Leverages data analysis techniques to optimize and improve the efficiency of service delivery tools, focuses on identifying areas for improvement, analyzes usage patterns, and recommends solutions to enhance the overall customer experience and operational effectiveness of automated service tools and systems.
• Tracks key performance indicators (KPIs) related to service tools like resolution time, customer satisfaction, resolution rate, and agent productivity.
• Identifies discrepancies between current service delivery and desired outcomes, pinpointing areas where tools are not meeting expectations.
• Studies user behavior within service tools to identify pain points, usability issues, and areas for improvement in the user interface.
• Creates clear and concise reports with data visualizations to communicate findings to management and key decision-makers.
• Supports implementation of new service tools or updates to existing ones, ensuring user adoption and training.
• Conduct detailed correlation analysis between billing data and operational metrics to identify relationships and drive operational efficiency improvements.
  
  

Qualifications

• 8+ years of relevant industry experience.
• Bachelors Degree in Technical discipline.
• 2+ years experience in Server troubleshooting, diagnosing, and case resolution/5+ years of data analysis, process modeling, project management, and reporting.
• Advance Microsoft Excel and SQL for querying databases and extracting relevant data.
• Excellent analytical skills to interpret data, identify trends, and provide actionable insights.
• Ability to break down complex problems into manageable components for thorough analysis.
• Deep understanding of business operations and the ability to align technical solutions with strategic business goals. Ability to make informed decisions that drive business success and improve operational efficiency.
• Strong critical thinking skills to evaluate complex situations, identifies potential problems, and develops effective solutions.
  
  

What Lenovo Can Offer You

• Opportunities for career development growth
• Access to various training
• Performance-based rewards
• Flexible working environment (combination of working from home/office)
• An open and stimulating environment within one of the most forward-thinking IT companies.
• Flat structures and fast decision-making processes.
• An international team with a high focus on Gender Diversity.
  
  

You will report to SSG (Solutions Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.