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.

Position Summary

Ensure the performance, governance, and adoption of the ServiceNow platform by delivering scalable implementations, enhancements, integrations, and automation that support ITSM processes and drive continuous service improvement.

Key Responsibilities

• Design, configure, and implement ServiceNow solutions aligned with ITSM best practices and business requirements.
• Administer and optimize core ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
• Develop workflows, business rules, scripts, and integrations to automate processes and improve operational efficiency.
• Partner with stakeholders to gather requirements and translate business needs into scalable technical solutions.
• Lead Continuous Service Improvement (CSI) initiatives through workflow optimization, automation, and platform enhancements.
• Drive adoption of ServiceNow capabilities across Service Desk and resolver teams.
• Build automated workflows using Flow Designer, Integration Hub, and orchestration tools.
• Implement AI-powered capabilities, including Now Assist, Virtual Agent, and Predictive Intelligence, to improve self-service, ticket resolution, and user experience.
• Design conversational workflows and leverage AI for ticket categorization, prioritization, summarization, and knowledge recommendations.

Key Competencies

• Strong experience configuring, developing, and administering the ServiceNow platform.
• Deep understanding of ITIL/ITSM processes and ServiceNow ITSM modules.
• Proficiency with JavaScript, REST/SOAP APIs, integrations, and automation.
• Experience with ServiceNow reporting, dashboards, and Performance Analytics.
• Knowledge of data governance, platform controls, and digital workflow optimization.
• Strong analytical, communication, and stakeholder management skills.
• Ability to drive cross-functional process improvements and platform adoption.
• Fluent English required; Spanish is a plus.

Key Performance Indicators (KPIs)

• Delivery of ServiceNow enhancements within agreed timelines.
• Number and impact of automated workflows and process improvements.
• ServiceNow user adoption and customer satisfaction.
• Platform performance, stability, and service quality.

Candidate Requirements

Experience:

• 3–5 years of hands-on ServiceNow experience in implementation, development, or administration.
• Experience supporting ITSM environments and digital workflow transformation initiatives.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field (postgraduate degree or MBA preferred).
• ITIL Foundation certification.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Implementation Specialist certification (ITSM or related module preferred).
• Experience with REST/SOAP API integrations and workflow automation.
• Experience supporting Customer Experience and Digital Workplace environments is preferred.