Business Analyst- Service Entitlement & Digital Transformation

Lenovo; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Lenovo is seeking a Digital Transformation Analyst to drive global post-sales service entitlement processes and bridge business with IT. The role focuses on CRM systems, warranty/install-base management, and delivering digital solutions across SAP CRM or Service Now environments.

The candidate will lead requirements, design processes, coordinate testing, and provide production support while liaising with global teams and stakeholders in English and Chinese.

Qualifications

• Bachelor degree in ERP/computer science or equivalent experience.
• 5+ years in Business Analysis designing processes and systems for operational efficiency.
• Strong CRM knowledge and cross-functional collaboration skills.
• Experience with SAP CRM or similar install-base capabilities preferred.

Responsibilities

• Drive Lenovo's global post-Sales service entitlement processes.
• Lead requirement analysis, design business solutions, and pass to IT for realization.
• Coordinate with global cross-functional teams to improve systems and resolve issues.
• Support ongoing digital transformation initiatives and system testing.
• Communicate effectively with stakeholders in English and Chinese.

Skills

Business Analysis

CRM systems

Stakeholder management

Problem solving

English & Chinese communication

Education

Bachelor degree in ERP/computer science

Tools

SAP CRM

Salesforce

ServiceNow Entitlement

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 .

Description and Requirements

Summary - This role is responsible for driving Lenovo’s global Post-Sales Service Entitlement and service processes, acting as a bridge between business and IT teams to design and deliver digital solutions. The position requires strong experience in business analysis, CRM systems (preferably SAP CRM or Service Now Entitlement knowledge), warranty and install base management, and post-sales service operations. The candidate will lead requirement analysis, business process design, system enhancement projects, testing, and production support, while collaborating with global cross-functional teams to improve systems, resolve critical issues, and support ongoing digital transformation initiatives. Strong communication, stakeholder management, problem-solving skills.

• Digital transformation analyst is working between business team and IT team, to make the solution that can support business and help IT to implement in the relative systems.
• Mange the Lenovo global post sales service entitlement processes.
• Responsible for Lenovo products (PC/Server/smart devices/mobile products) warranty / non-warranty install base solution in CRM systems, and support post sales service activities.
• Working as business partner to lead / support entitlement business requirement, analysis / clarify the requirement, design the business solution and pass to IT for realization.
• Driving / supporting Lenovo internal CRM system related projects, design the business process blue print / develop function spec / execute the system testing / post production support.
• Ability to work with multiple cross-functional teams to explore opportunities on systems / processes enhancement, hot issue solution, regulations change, product improvement, etc
• Handling system issues solution, giving the support with analysis skills to solve problems to close critical issues or customer complaint timely.

Qualifications/ Experience

• Bachelor degree in ERP/computer science or equivalent experience
• 5 years+ relative working experience in Business Analysis role in designing the process & systems on operational efficiency.
• Ownership and accountability sense to drive cross-functional team work and deliverables.
• Demonstrated problem-solving techniques in these areas: CRM system, install base system, Post sales process and post sales warranty solution.
• Strong written and oral communication skills in English and Chinese in both will be a big advantage.
• Ability to drive the communications and make alignments efficiently.
• Familiar with SAP CRM install base functionalities or equivalent background and experience.
• Have experience of digital transformation / business transformation / business analysis before.
• Working knowledge in the lifecycle management of service master data (including customer master data ,equipment master data, warranty master data…) will be a big advantage.
• Skillful on SAP CRMor Salesforce or other CRM business suite ,especially CRM master data related module , Experience in data processing is plus

If you require an accommodation to complete this application, please contact [e-mail]