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

What You will do:

Technical Requirements: Work with Product engineers and technical SMEs to understand, define and implement new services support requirements for Lenovo products.

Data Analysis: 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.

Data Monitoring: 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.

Business Intelligence (BI) Dashboards: Design and create interactive BI dashboards that provide real-time data visualization and insights to stakeholders, enabling informed decision-making.

Executive Presentations: Prepare and deliver executive-level presentations that summarize key findings, strategic recommendations, and the impact of proposed actions on business performance.

Correlation Analysis: 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.
• Bachelor’s 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.