[LPS] Service Request Management Analyst **General Information** Req # WD00078240 Career area: Information Technology Country/Region: Singapore State: Central Singapore City: SINGAPORE Date: Friday, February 7, 2025 Working time: Full-time **Additional Locations** : * Singapore - Central Singapore - Singapore * Singapore - Central Singapore - SINGAPORE **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$57 billion revenue global technology powerhouse, ranked #248 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 ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Job Summary** The **Service Request Analyst** is responsible for processing and managing IT service requests in line with organizational policies and SLAs. This role involves logging, tracking, and coordinating service requests while ensuring timely fulfillment. The analyst works closely with IT teams, end users, and vendors to support smooth operations and enhance user satisfaction. **Key Responsibilities** **Service Request Processing** + Receive, log, and track IT service requests through the ITSM system (e.g., ServiceNow). + Verify request details, approvals, and required documentation. + Assign and coordinate service requests with the relevant IT teams. + Ensure timely fulfillment of requests while adhering to SLAs. + Communicate request status updates to users and stakeholders. **Service Request Fulfillment & Coordination** + Work with IT teams and vendors to ensure smooth request execution. + Escalate unresolved or complex requests to the appropriate support teams. + Assist users with guidance on available IT services and request procedures. **Documentation & Reporting** + Maintain accurate records of service requests and fulfillment actions. + Generate reports on request volumes, trends, and SLA compliance. + Identify common service request issues and suggest improvements. **Process Improvement & Compliance** + Follow ITIL best practices and company policies for service request management. + Contribute to process optimization efforts to improve efficiency. + Support automation initiatives for repetitive service requests. **Required Skills & Qualifications** + Diploma/Degree in IT, Computer Science, or related field. + 1+ years of experience in IT service management, IT support, or related roles. + Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management. + Basic understanding of ITIL service management principles. + Strong communication, problem-solving, and organizational skills. + Customer-focused mindset with attention to detail. **Preferred Certifications** + ITIL v4 Foundation (preferred but not required). + ServiceNow Certified System Administrator (optional but beneficial). \#LPS **Additional Locations** : * Singapore - Central Singapore - Singapore * Singapore - Central Singapore - SINGAPORE * Singapore * Singapore - Central Singapore * Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE