Incident, Problem

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Lenovo is a US$69 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).

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Core Responsibilities

• Expert knowledge in Incident, Problem and Change management process in ITIL, procedures and standard operating work.
• Secondary skill in supporting Incident Problem management process, procedures and ITIL SOP.
• Own and conduct change management plan for project/activities, evaluate change impact to the project, identify change risk, to ensure change process adhere to the policy and change activities are completed accordingly with change procedures
• Chairperson of the Change Advisory Board (CAB)
• Identify areas of improvement in change process when change fails to complete within change windows
• Analyze, track, record, report and update regularly on change tickets
• Work with internal team to identify potential process, monitoring, resolution to improve on change management
• Prepare reporting as part of deliverables to the customer
• Ensure existing and future documentation process, sop, manual are compliant to the company ISO standard
• Participate and provide assistance for audit, ISO and general compliance and assurance activities

You Bring

• 2-5 years of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, Opentext, etc)
• Intermediate level of knowledge on Microsoft Office (Excel, Powerpoint and Word)
• Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role
• Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role
• Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus
• Demonstrated ability to build working relationships through respect integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders
• Demonstrated ability to lead high performance through leading by example initiative, continuous learning coaching, measuring, rewarding recognizing, customer service
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones
• Ability to work in shift as per roster or on call basis in a 24x7 operating environment. You will be compensated with shift allowance and time of for replacement leave working during public holidays
• Excellent communications skill in Cantonese and English

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.