Process Analyst

#DiscoverYourMark and Be part of our highly dynamic team to enjoy the following benefits:

• HMO coverage from day 1 of employment for you and your dependents with Maternity coverage

• Expanded Medical Benefit

• Accident and life insurance

• Dental and optical reimbursements

• Free medical consultation with Lexmark's in-house doctors

• Employee privilege access to lactating, gaming, music and sleeping room

• Health and wellness activities

• Work-life balance

• Semi flex schedule and alternative work arrangements

• Dress down Friday and Shift Allowance

• Company-sponsored team bonding activities

• Career advancement opportunities

• Unlimited access to online learning

eligibility guidelines apply

JOB PURPOSE/MISSION/SUMMARY:
The Onboarding to Resolution (O2R) Operational Process Analyst is responsible for 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 O2R 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 works closely 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.

• Drive key projects and manage changes 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.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
TECHNICAL SKILLS

• Advanced Microsoft (MS) Excel skills are required.

• Proficiency in other MS Office programs (Word, PowerPoint, and Visio) is required; experience with Power BI is preferred.

• Proficiency in the use of Siebel, D365, Power BI, Analytics, and SAP Business Objects reporting tools, and other related industry tools and systems.

• Ability to map processes using business mapping tools and methodology.

• Excellent understanding of Lexmark's business.

• Strong project management skills; certification is a plus.

EDUCATION, EXPERIENCE AND BASIC CERTIFICATION REQUIREMENTS:

• BA/BS degree in Business Management, Engineering, Computer Science, IT or equivalent.

• Master's 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.