CX Consumer Computers & Accessories Senior Specialist

Your role and responsibilitiesIn this role, you will have the opportunity to support the organizations 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.