CX Consumer Computers & Accessories Senior Specialist

Your role and responsibilities

In this role, you will have the opportunity to support the team's goals and daily service delivery. Each day, you will apply your IT knowledge and experience to help address technical and operational tasks. You will also contribute to overall organizational efficiency by serving as a reliable resource and sharing your understanding of our IT services and solutions.

The work model for the role is: #Li_hybrid

You will be mainly accountable for:

• Support the end-to-end consumer computers & accessories lifecycle (portfolio, catalog, demand forecasting, procurement, deployment, maintenance, refresh/EOL, and disposal).
• Maintain data quality of part numbers, models, and model designations in ServiceNow, maintaining accuracy and consistency across the device catalog.
• Assist in 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.
• Contribute to the deployment of 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.
• Monitor and track SLAs, XLAs, OLAs, KPIs, and corresponding service metrics to ensure service availability and performance, and support continual service improvement initiatives.
• Support 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 role

• 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.
• Experience collaborating with vendors to help ensure 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 supporting vendors and IS services.
• Solid understanding of ITIL, service operations, asset & catalog management experience tracking and working with SLAs/XLAs and KPIs.
• Hands-on experience with ServiceNow (including the HAM module) and reporting/analytics (Excel, Power BI) ability to help translate business needs to SN workflows and automation.
• Experience supporting vendor and stakeholder relationships, including working with managed service providers comfortable participating in governance forums.
• Excellent English communication skills able to write clear documentation and present to team members and managementFamiliartiy with leveraging AI tools and LLMs for practical business solutions.

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