SW OPERATIONS PROCESS ANALYST

Business Area: Onboarding to Resolution - Customer Data Management

Job 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 using 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 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:

  • 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 governance.
    • Drives key projects and manages 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.
  • 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.
    • 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.

Education, Experience & Certifications Basic Requirements:

  • Accounting, Engineering or (industrial engineer) for PA role.
  • At least 2 years' relevant work experience.

You may send your application to recruitment@lexmark.com.