Analista de Serviços Pl

Lenovo; São Paulo; On-site; BRL 90,000 - 130,000; Full time

Job summary

Lenovo is seeking a Mid-Level Service Analyst to support the Service Delivery Manager in delivering efficient DaaS/Managed Services. The role covers order management, account management, and service productivity improvements to enhance client satisfaction.

Ideal candidates have 1–2 years of project coordination, a Bachelor’s degree, fluent English, experience with ticketing tools (preferably ServiceNow), and strong Excel/reporting skills.

Qualifications

• 1-2 years project coordination experience
• Bachelor's degree completed
• Fluent in English
• Experience with ticketing tools (preferably ServiceNow)
• Skilled in Excel / Reporting
• Persistent, detail oriented, able to multitask
• Good attitude towards learning and implementing change

Responsibilities

• Process orders for new devices and re-deploy existing devices
• Support the device forecasting process
• Oversee order-to-install process and inventory levels
• Translate contract terms into operational deliverables
• Manage service lifecycle of deployed devices and invoice creation
• Handle incidents and requests from clients and document SLA performance
• Engage with clients to address queries and maximize satisfaction

Skills

Fluent English

Education

Bachelor's degree completed

Tools

ServiceNow

Excel

Job description

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

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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.

The Mid-Level Service Analyst (SMO) will support the Service Delivery Manager deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers.

We are seeking candidates ideally with experience in the following disciplines: -

Order Management

• Processing orders for new devices, and re-deploying existing devices
• Support the device forecasting process
• Order Management – Order to Install process
• Oversee configuration of Desktop, Laptop and Tablet devices
• Monitor and manage the inventory levels
• Utilize Order Management tools

Account Management

• Can translate contract terms into operational deliverables
• Manage the service lifecycle of deployed devices
• Creation of customer invoices
• Well versed in Purchase Order administration

Service Management Productivity Improvement

• Experience in an Account Operations environment
• Manage incidents and requests from clients
• Facilitate a resolution to any technical escalations
• Prepare documentation to track and report on SLA performance
• Identify and support initiatives to improve client service delivery
• Build solid working relationships with partners suppliers

Client Experience

• Interact with the clients
• Facilitate an answer to any queries associated with their aligned contract(s)
• Be on top of any issues within their customer environment
• Demonstrate an obsession to maximize client satisfaction levels

Position Requirements

• 1-2 years project coordination experience, ideally in a services environment
• Bachelor's degree completed
• Fluent in English
• Experience with ticketing tools (preferably ServiceNow)
• Skilled in Excel / Reporting
• Persistent, detail oriented, able to multitask
• Must have a good attitude towards learning, and implementing change

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.