Lenovo

Key Objectives of Position

Improve Digital Employee Experience (DEX) by simplifying user journeys and enhancing self-service adoption through effective communication

Day-To-Day Tasks

• Design clear, consistent, and user-centric content that enables seamless digital interactions across Service Desk channels
• Ensure high-quality knowledge content for users, chatbots, and AI-driven interactions, reducing dependency on human support
• Support automation and Generative AI initiatives by creating optimized content, prompts, and conversational flows
• Create, review, and maintain user-facing content for knowledge bases, portals, and self-service platforms
• Write and optimize conversational flows for chatbots and AI-based support systems
• Translate technical procedures into simple, intuitive, and user-friendly instructions
• Support the definition and optimization of prompts for Generative AI, ensuring high-quality and reliable responses

Key Competencies Needed

• Excellent verbal and written communication skills
• Strong UX writing and content design skills, with focus on clarity, simplicity, and usability
• Understanding of user behavior, journey mapping, and digital experience optimization
• Solid understanding of ITIL/ITSM processes and service performance metrics
• Familiarity with AI/GenAI content optimization (prompt design, response validation)
• Knowledge of data governance, data quality, and data management principles
• Understanding of Service Desk, End User Computing, and Digital Workplace environments
• Ability to influence stakeholders and drive insights-based decisions without direct authority

Previous Experience

• 3–5 years of experience in IT service operations, reporting, data analysis, or service delivery environments
• Experience as a UX Writer, Content Designer, or Technical Writer in digital platforms
• Proven experience creating content for self-service portals, help centers, or chatbots
• Exposure to AI-driven interfaces or conversational platforms is a strong advantage

Qualifications

• Diploma or Degree in an IT or Business-related discipline
• ITIL Foundations Certifications

Preferred:

• Certifications in UX writing, content design, or user experience
• DEX tools experience (Systrack, Nexthink, Control-Up)