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$69 billion revenue global technology powerhouse, ranked #196 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 , 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

• Work with Product engineers and technical SMEs to understand, define and implement new services support requirements for Lenovo products.
• Handle extensive data sets, including raw MSD data, to develop comprehensive reports that support strategic business decision-making. This involves analyzing data to identify trends, patterns, and insights that inform proposed corrective actions.
• Track key performance indicators (KPIs) related to service tools like resolution time, customer satisfaction, resolution rate, and agent productivity. Identify discrepancies between current service delivery data and desired outcomes, pinpointing areas where tools are not meeting expectations. Study user behavior within service tools to identify pain points, usability issues, and areas for improvement in the user interface.
• Design and create interactive BI dashboards that provide real-time data visualization and insights to stakeholders, enabling informed decision-making.
• Prepare and deliver executive-level presentations that summarize key findings, strategic recommendations, and the impact of proposed actions on business performance.
• Conduct detailed correlation analysis between billing data and operational metrics to identify relationships and drive operational efficiency improvements.

Qualifications

• 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 We Can Offer You

• An international team with a high focus on Gender Diversity.
• Employee Assistance Program, e.g., for psychological, legal financial consultancy
• You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio.
• Access to training for personal development. -Internal E-learning Development Platform Available for Employees
• Mentorship program

VALID FOR SLOVAKIA ONLY: Base gross monthly salary from 2200EUR , depending on experience + variable part 12% of your annual earnings.

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.