CX Consumer Computers & Accessories Senior Specialist

Overview

Manage lifecycle of consumer computers & accessories, ensuring data quality, vendor coordination.

Key Responsibilities

• data quality
• servicenow
• portfolio management
• lifecycle management
• automation
• supplier coordination

Tasks

-Ensure data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog. -Act as backup for peers across demand management, SLM, vendor management, asset management, EOL replacement and device management processes. -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. -Drive sustainability outcomes (repairability, reuse, longer lifecycle, responsible disposal). -Manage and govern the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal). -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. -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.

Requirements

• itil
• servicenow
• vendor management
• 5+ years
• bachelor's
• ai tools

What You Bring

-Additional certifications in IT service management (e.g., ITIL), ServiceNow Administration (CSA), or vendor management are a plus. -Strong knowledge of ITIL, service operations, asset & catalog management; experience defining & improving SLAs/XLAs and KPIs. -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. -Proven vendor and stakeholder management, including OEM negotiations and managed service providers; comfortable driving decisions in governance forums. -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. -Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Information Technology, or related field. -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.

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About Abb

-A global technology leader with a rich history of innovation. -Focuses on electrification, automation, robotics, and digitalization for global industries. -Delivers solutions to improve productivity, energy efficiency, and sustainability. -A key player in sectors like utilities, transportation, manufacturing, and infrastructure. -Notable projects include electrification of rail networks, automation in factories, and energy-efficient grid solutions. -Continues to lead in integrating cutting-edge technologies, combining the digital and physical worlds.

Sector Specialisms