Business Area Description:

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Key Objectives of Position:

Ensure optimal ServiceNow platform performance, governance, and adoption by delivering high-quality implementations, enhancements, and integrations that support IT service management processes, drive automation, and enable continuous service improvement

Day-To-Day Tasks:

• Design, configure, and implement ServiceNow solutions aligned with ITSM best practices and business requirements.
• Maintain and optimize ServiceNow modules (Incident, Problem, Change, Request, Knowledge) to ensure efficient service delivery and process standardization.
• Develop and enhance workflows, business rules, scripts, and integrations to automate processes and improve operational efficiency.
• Collaborate with stakeholders to gather requirements, translate them into technical specifications, and deliver scalable ServiceNow solutions.
• Drive Continuous Service Improvement (CSI) initiatives by identifying opportunities for automation, workflow optimization, and user experience enhancement.
• Promote adoption of ServiceNow capabilities across Service Desk and resolver teams to enhance end-to-end service delivery.
• Develop and automate workflows using ServiceNow capabilities, including Flow Designer, Integration Hub, and orchestration tools.
• Implement and enhance AI-driven capabilities such as ServiceNow Now Assist, Virtual Agent (chatbots), and predictive intelligence to improve service efficiency and user experience.
• Design and manage conversational workflows for ServiceNow Virtual Agent, enabling self-service, ticket deflection, and faster resolutions.
• Leverage AI and machine learning features to automate ticket categorization, prioritization, summarization, and knowledge suggestions.

Key Competencies Needed:

• Strong expertise in ServiceNow platform configuration, development, and administration.
• Solid knowledge of ITIL/ITSM processes and ServiceNow ITSM modules.
• Experience with scripting (JavaScript), APIs, and system integrations.
• Analytical mindset with the ability to translate business needs into technical solutions.
• Familiarity with performance analytics, reporting, and dashboard creation within ServiceNow.
• Understanding of data governance and system controls.
• Experience in continuous improvement, automation, and digital workflow optimization.
• Strong communication and stakeholder management skills.
• Ability to influence and drive process improvements across cross-functional teams.
• Advanced fluency in English. Spanish proficiency is desirable.

Key Performance Indicators / Metrics:

• Number of automated workflows and process optimizations delivered
• User adoption and satisfaction with ServiceNow
• Delivery of enhancements within agreed timelines

Candidate Pre-Requisites

Previous Experience:

• 3–5 years of experience working with ServiceNow platform (implementation, support, or development roles).
• Experience in IT service management environments and digital workflow transformation initiatives.

Qualifications:

• Diploma or Degree in an IT or Business-related discipline. Postgraduate degree or MBA is a plus.
• ITIL Foundations
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist (ITSM or other modules)
• Experience with integrations (REST/SOAP APIs)
• Knowledge of automation and workflow optimization
• Experience in Customer Experience and Digital Workplace environments