Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.
When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Responsibilities :
JOB PURPOSE/MISSION/SUMMARY:
The Onboarding to Resolution (O2R) Operational Process Analyst is responsible in creating and managing efficient work processes in the essence of a successful business. The Operational Process Analyst role in Lexmark is focused on driving continuous improvement of their processes, including projects to drive efficiency or customer satisfaction. This role is also responsible for documenting procedures, systems, training, and audit controls for processes. This role continuously optimizes the report requirements that support the O2R process.
The GSS Operational Process Analyst will define and develop process key metrics and success criteria and actively monitor and measure the effectiveness and efficiency of the deployed processes, in order to support the O2R operations and other processes that will align. This role will also maintain and govern the headcount model to drive process efficiency projects and initiatives. Process analysis can be assisted by the use of a variety of modeling techniques and tools; including, but not limited to: Six Sigma, Lean, and others – any of which may be leveraged to create a defined and repeatable processes.
The O2R Operational Process Analyst works with the Sub-Process Owner, and coordinates closely with other Lexmark business functional teams and GBS end-to-end teams, and closely works with the operational execution teams.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
PROCESS IMPLEMENTATION
Supports the Sub-process Owner in defining performance metrics and business governances, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets and global process alignment.
Monitors implemented methodologies, processes, procedures and best practices for adoption and compliance.
Acts as the second level escalation for systems, process and data issues. Provides direction to the key user in developing business governances.
Drives key projects and manage change into the business for process improvements that add value to the customer.
Provides Root cause & corrective action for substantial or ongoing ops issues.
Validates and governs time studies and occurrences used in the headcount model to drive process efficiency projects
Owns the prioritization and management of continuous improvement projects
Works with the Centralized PAs and New Offers team for strategic projects to ensure designs and requirements are in sync with business needs
Helps drive functionality changes in system processes and works with IT on prioritization of changes for future system changes
Leads UAT/tests for new functionalities that are put in place
REPORTING
Recommends reporting enhancements to better support the business
Analyzes data and evaluates process performance for improvement initiatives
PROCESS DOCUMENTATION & AUDIT
Documents, maintains, and governs key processes, documents, process flow maps, and work instructions.
Helps drive/assist in functionality changes in system processes and work with Connected Technology for future system changes as needed.
Provides guidance and assists with content as needed for inclusion in training package and training deployment
Creates cross functional flowchart or workflow diagram in order to map end-to-end processes
Performs access validation and Assesses Separation of Duties (SOD) risks and implements controls
OTHER RELATIVE DUTIES ASSIGNED
Provides training to employees, as needed
Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience.
Others, as assigned
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
LEADERSHIP
Ability to influence global and multi-disciplined teams to adhere to the implementation of standard practices
Ability to delegate tasks to high potential employees in relation to their strengths, potential, and developmental goals
Can act and make decisions with minimal direction
Able to multi-task and adapt quickly to changes
Able to demonstrate confidence and positivity amidst challenges and rapid changes
Fully committed to the company’s mission and vision
CUSTOMER-FOCUS
Ability to enhance processes with the customer’s best interests in mind
Strong comprehension skills
Strong sense of urgency and commitment to problem resolution
Ability to work within schedules and deadlines
TECHNICAL SKILLS
Advanced Microsoft (MS) Excel skills is required
Proficiency in other MS Office programs (Word, PowerPoint, and Visio) is required; experience with PowerBI is preferred
Proficiency in the use of Siebel, D365, Power BI, Analytics, and SAP Business Objects reporting tool, and other related industry tools and systems.
Ability to map processes using the business mapping tools and methodology
Excellent understanding of Lexmark’s business
Strong project management skills; certification is a plus
COMMUNICATION SKILLS
Proficient in the use of various communication methods: email, chat, telephone, or other official communication tools
Establishes credibility and influence when conveying or presenting information, both written and verbal, to a global group of teams
Strong ability to teach/train multi-cultural groups
Strong meeting facilitation skills; commands attention
LANGUAGE SKILLS
Ability to present and demonstrate complex procedures to diverse groups with various skill sets
Excellent ability to write business correspondence
Strong ability to generate, analyze, and present reports
Ability to effectively present information and respond to questions and escalations from leadership groups, counterparts, and stakeholders
TEAMWORK
Works well with diverse teams
Has a positive attitude that can motivate and reinforce global teamwork
Mature and flexible; able to influence and work with different personalities and cultures
Collaborative when developing and testing new processes or changes to existing ones
PROBLEM -SOLVING
Strong analytical skills; ability to understand large data sets and their relevance or impact to the business process and operations
Has problem-solving and critical-thinking capabilities, where the use of LEAN principles is a must
Strong prioritization and risk-management skills
Ability to think “outside-the-box,” when dealing with complex issues
SECURITY COMPLIANCE
Employees are required to maintain compliance with LEXMARK safety, security, and privacy programs. Employees are responsible for being active participants in LEXMARK safety, security and privacy programs to protect LEXMARK’s business operations, facilities, and physical and intellectual property, and to ensure a safe and secure working environment for all LEXMARK’s employees.
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
BA/BS degree in Business Management, Engineering, Computer Science, IT or equivalent. Masters degree in Business Administration a plus.
Minimum of 3 years working experience preferred
Experience with transactional operations execution to defined service level agreements and quality
Preferred: Formal Training including, but not limited to; Project Management, Lean Process Design, Value Stream Mapping
AUTHORITY & DECISION RIGHTS:
Authorized to define and develop processes for O2R, subject to approval by the Sub-Process Owner and/or Site Process Lead
Empowered to decide on resolutions to escalations
Authorized to justify change requests or impacts and propose their prioritization
Empowered to decide on effectiveness of solutions designed from change requests or change impacts
Consults with immediate management chain and process experts on the execution of workarounds, when necessary
INTERFACES:
The Operational Process Analyst functionally reports directly to the Sub Process Owner.
He/She collaborates with other Operational Process Analysts, Central Process Analysts, Key Users, Business Analysts, IT experts, and any other team within the Lexmark organization who may need expert support in the management of O2R end-to-end processes. This role may also interact with specialists up to stakeholders.
WORKING CONDITIONS:
Shifting schedule for global scope and support
45 work hours per week but is subject to paid overtime as needed and pre-approved.
How to Apply ?
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