Analista de Qualidade de TI I

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 #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

Role Summary

Lead the Knowledge Management function within the Digital Workplace Services (DWS) environment by ensuring knowledge is accurate, accessible, and reusable. This role drives knowledge governance, supports ITIL best practices, and promotes self-service and shift-left strategies to improve service efficiency, first contact resolution, and customer satisfaction.

Key Responsibilities

• Govern the Knowledge Management process in alignment with ITIL/ITSM best practices.
• Create, review, approve, publish, and maintain high-quality knowledge articles throughout the knowledge lifecycle.
• Establish and enforce knowledge standards, templates, and governance processes.
• Partner with Service Desk, Incident, Problem, Change, and resolver teams to capture and maintain operational knowledge.
• Analyze incident, request, and problem data to identify knowledge gaps and improvement opportunities.
• Monitor knowledge performance metrics, including article usage, effectiveness, reuse, and user feedback.
• Identify and remediate outdated, duplicate, or low-value knowledge content.
• Develop and maintain standard operating procedures (SOPs), work instructions, and supporting documentation.
• Collaborate with Problem Management to document known errors and workarounds, and with Change Management to ensure knowledge remains current following approved changes.
• Drive self-service adoption and shift-left initiatives through effective knowledge management.
• Escalate risks, process gaps, and continuous improvement opportunities related to Knowledge Management.

Key Competencies

• Strong written and verbal communication skills with the ability to simplify technical concepts for end users.
• Solid understanding of ITIL/ITSM processes, particularly Knowledge Management and Service Desk operations.
• Experience developing and governing enterprise knowledge bases.
• Strong analytical skills with the ability to identify trends and knowledge gaps using operational data.
• Working knowledge of enterprise IT environments, including hardware, software, and end-user support.
• Excellent organizational skills and attention to detail.
• Ability to collaborate with and influence technical and non-technical stakeholders.
• Passion for continuous improvement and knowledge-sharing best practices.

Key Performance Indicators (KPIs)

• Knowledge article quality, accuracy, and freshness.
• Knowledge reuse and self-service adoption rates.
• First Contact Resolution (FCR) improvement.
• Reduction in repeat incidents and service desk escalations.
• Knowledge base coverage and article effectiveness.
• Customer Satisfaction (CSAT) related to knowledge and self-service.

Candidate Requirements

Experience

• 3–5 years of experience in Digital Workplace Services, IT Service Management, or Knowledge Management within internal or outsourced environments.
• Experience supporting Service Desk operations and ITIL-based service management processes.
• Experience with Knowledge-Centered Service (KCS) practices is preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; or
• Technical diploma with relevant IT certifications and equivalent professional experience.

Required Certification

• ITIL Foundation

Preferred Certifications

• Knowledge-Centered Service (KCS)
• ISO 20000 Foundation
• Additional ITSM or Service Management certifications