General Information

Req #
WD00100345
Career area:
Information Technology
Country/Region:
Brazil
State:
São Paulo
City:
Sao Paulo
Date:
Tuesday, August 4, 2026
Working time:
Full-time
Additional Locations: 
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo

Why Work at Lenovo

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 #196 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

Position Summary
Analyze, design, and optimize IT service and operational processes to improve efficiency, service quality, and user satisfaction. This role drives process standardization, continuous improvement, and operational excellence across Digital Workplace and IT service management functions.

Key Responsibilities
  • Analyze and optimize end-to-end IT service processes, including Incident, Request, and Problem Management.
  • Identify process inefficiencies, bottlenecks, and recurring issues, recommending improvements through standardization, automation, and best practices.
  • Support initiatives that reduce incident recurrence and improve operational performance.
  • Document, maintain, and govern IT processes, procedures, standards, and supporting documentation.
  • Collaborate with Service Delivery, Operations, and business stakeholders to design scalable and efficient workflows.
  • Participate in governance meetings, operational reviews, and continuous improvement initiatives.
  • Monitor process performance and recommend enhancements based on service metrics, operational data, and stakeholder feedback.
  • Promote ITIL best practices and process consistency across the organization.

Key Competencies
  • Strong process analysis, process mapping, and continuous improvement skills.
  • Knowledge of ITIL/ITSM processes and service management best practices.
  • Experience with process optimization methodologies such as Lean, Six Sigma, or similar frameworks.
  • Ability to translate business and operational requirements into standardized processes and workflows.
  • Understanding of Service Desk, End User Computing, and Digital Workplace operations.
  • Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  • Excellent written and verbal communication skills.
  • Ability to influence cross-functional stakeholders and drive change without direct authority.

Key Performance Indicators (KPIs)
  • Reduction in recurring incidents and process inefficiencies.
  • Delivery and impact of process improvement initiatives.
  • Process compliance and documentation quality.
  • Operational efficiency and workflow standardization.
  • Service performance improvements (SLA, MTTR, First Contact Resolution, etc.).
  • Stakeholder satisfaction with process improvements.

Candidate Requirements

Experience
  • 3–5 years of experience in IT service operations, service delivery, reporting, or data analysis.
  • Experience as a Process Analyst, Business Analyst, or Continuous Improvement Specialist.
  • Proven experience leading process optimization and operational improvement initiatives.
  • Experience working within ITIL-based service management environments.

Qualifications
  • Bachelor's degree in Information Technology, Business, Engineering, or a related field.
  • ITIL Foundation certification.

Preferred Certifications
  • Lean Six Sigma (Green Belt or higher)
  • ITIL Intermediate or ITIL 4 Specialist certifications
  • Business Process Management (BPM) certifications
  • Agile, Scrum, or other continuous improvement certifications

Additional Locations: 
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo
* Brazil
* Brazil - São Paulo
* Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo
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