CX Consumer Computers & Accessories Specialist | Grade 14

Umowa

• Umowa o pracę

Poziom

• Grade 14

Wymagania

• ITIL

• ServiceNow

• Vendor Management

• Asset Management

• Data Quality Management

• Procurement

• Demand Forecasting

• Stakeholder Management

• Communication Skills

• Reporting

• Analytics

• Automation

Zdalna praca

• Nie

Wykształcenie

• A bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Information Technology, or related field is required.

Zakres obowiązków

• Manage and govern the end-to-end consumer computers & accessories lifecycle.

• Ensure data quality of part numbers and models in ServiceNow.

• Lead the selection and management of the computers and accessories portfolio.

• Shape and deploy automation to improve service delivery.

• Coordinate with global partners on stock and service enhancements.

• Define and improve SLAs, XLAs, and KPIs for service performance.

• Drive sustainability outcomes in device management.

Stanowisko to podlega

• Manage and govern the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal).

• Ensure data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog.

• Lead the selection and management of the computers and accessories portfolio (Dell, Lenovo, etc.), ensuring the best fit for ABB by adapting to varying requirements across user profiles and countries.

• Shape and deploy automation (ServiceNow flows, user criteria, delivery options, stock rules) to improve speed, reliability, and sustainability.

• Coordinate with global partners and suppliers on stock, delivery, device management, and service enhancements; proactively manage escalations.

• Define, maintain, and continuously improve SLAs, XLAs, OLAs, KPIs, and corresponding service monitoring metrics to ensure service availability and performance, analyze service performance and trends, driving continual service improvements.

• Drive sustainability outcomes (repairability, reuse, longer lifecycle, responsible disposal).

• Act as backup for peers across demand management, SLM, vendor management, asset management, EOL replacement and device management processes.

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Information Technology, or related field.

• Additional certifications in IT service management (e.g., ITIL), ServiceNow Administration (CSA), or vendor management are a plus.

• Proven experience managing vendors and ensuring timely, high-quality delivery of IT hardware and accessories in a multinational environment.

• Minimum 5 years of experience in IT service delivery or relevant corporate experience managing vendors and IS services.

• Strong knowledge of ITIL, service operations, asset & catalog management; experience defining & improving SLAs/XLAs and KPIs.

• Hands-on experience with ServiceNow (including the HAM module) and reporting/analytics (Excel, Power BI); ability to translate business needs to SN workflows and automation.

• Proven vendor and stakeholder management, including OEM negotiations and managed service providers; comfortable driving decisions in governance forums.

• Excellent English communication skills; able to write clear documentation and present to senior stakeholders.

• Skilled in leveraging AI tools and LLMs for practical business solutions.

Opis

W firmie ABB pomagamy przedsiębiorstwom działać sprawniej i czyściej – i każdy człowiek w naszej firmie się do tego przyczynia. Będziesz mieć możliwość przewodzenia, otrzymasz wsparcie w rozwoju i poczujesz dumę z wpływu, jaki wspólnie wywieramy. Dołącz do nas i pomóż zarządzać tym, co napędza świat.Stanowisko to podlega:IS Service Owner__Your role and responsibilitiesIn this role, you will have the opportunity to support the organization’s vision and strategic direction. Each day, you will apply IT knowledge and expertise to help solve complex technical or professional activities. You will also showcase your expertise by being a key resource, a definitive source of knowledge about services and solutions, to contribute your expertise to enhance organizational efficiency.The work model for the role is: #Li_hybridYou will be mainly accountable for:Manage and govern the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal). Ensure data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog. Lead the selection and management of the computers and accessories portfolio (Dell, Lenovo, etc.), ensuring the best fit for ABB by adapting to varying requirements across user profiles and countries. Shape and deploy automation (ServiceNow flows, user criteria, delivery options, stock rules) to improve speed, reliability, and sustainability. Coordinate with global partners and suppliers on stock, delivery, device management, and service enhancements; proactively manage escalations. Define, maintain, and continuously improve SLAs, XLAs, OLAs, KPIs, and corresponding service monitoring metrics to ensure service availability and performance, analyze service performance and trends, driving continual service improvements. Drive sustainability outcomes (repairability, reuse, longer lifecycle, responsible disposal). Act as backup for peers across demand management, SLM, vendor management, asset management, EOL replacement and device management processes.Qualifications for the roleBachelor’s degree in Business Administration, Supply Chain Management, Logistics, Information Technology, or related field. Additional certifications in IT service management (e.g., ITIL), ServiceNow Administration (CSA), or vendor management are a plus. Proven experience managing vendors and ensuring timely, high-quality delivery of IT hardware and accessories in a multinational environment. Minimum 5 years of experience in IT service delivery or relevant corporate experience managing vendors and IS services. Strong knowledge of ITIL, service operations, asset & catalog management; experience defining & improving SLAs/XLAs and KPIs. Hands-on experience with ServiceNow (including the HAM module) and reporting/analytics (Excel, Power BI); ability to translate business needs to SN workflows and automation. Proven vendor and stakeholder management, including OEM negotiations and managed service providers; comfortable driving decisions in governance forums. Excellent English communication skills; able to write clear documentation and present to senior stakeholders. Skilled in leveraging AI tools and LLMs for practical business solutions.More about usOur mission in ABB IS (Information Systems) is to harness the power of information technology to deliver valuable, reliable, and competitive IS services for ABB. If you have a strong technical skills, analytical mind, and the drive to help us stay ahead of the competition, you are the one we are looking for.Aby zbudować czystszą, mądrzejszą przyszłość, potrzebne są różne umysły: ciekawe, odważne i kreatywne. Dlatego witamy ludzi z każdego środowiska i o różnych doświadczeniach. Chcesz wywrzeć wpływ? Aplikuj już dzisiaj lub odwiedź stronę https://www.abb.com, aby dowiedzieć się więcej o wpływie naszych rozwiązań na całym świecie. Pełny etat