Service Operations Analyst - Data-Driven & Process Expert

Lenovo; Bogotá; Híbrido; COP 33.480.000 - 55.800.000; Jornada completa

Descripción de la vacante

Lenovo is seeking a Services Analyst in Bogotá, Colombia, to support service operations and provide process and technical support to stakeholders. You will help ensure timely case resolution, SLA and KPI compliance, and contribute to data analysis and continuous improvement initiatives.

In this hybrid role, you will collaborate with Sales, Logistics, Billing and external partners to drive issue resolution and maintain quality standards across service procedures and systems.

Formación

• Interest in technology and customer support operations.
• Strong analytical and problem-solving skills.
• Intermediate Excel skills focusing on Pivot Tables, XLOOKUP, VLOOKUP, and data validation.

Responsabilidades

• Monitor service cases and ensure SLA/KPI compliance.
• Analyze issues and initiate resolution; escalate when needed.
• Support service operations including returns, replacements, refunds, and warranty validation.
• Prepare reports, track performance metrics, analyze trends, and conduct root cause investigations.
• Coordinate with Sales, Logistics, Billing and partners to ensure smooth service delivery.
• Lead continuous process improvement initiatives.

Conocimientos

Analytical thinking

Problem solving

Excel skills

Pivot Tables

XLOOKUP

VLOOKUP

Educación

Engineering

Computer Science

Information Technology

Herramientas

MS Office

Data analysis tools

Descripción del empleo

Lenovo is seeking a Services Analyst in Bogotá, Colombia, to support service operations and provide process and technical support to stakeholders. You will help ensure timely case resolution, SLA and KPI compliance, and contribute to data analysis and continuous improvement initiatives.

In this hybrid role, you will collaborate with Sales, Logistics, Billing and external partners to drive issue resolution and maintain quality standards across service procedures and systems.