Break Fix Management Process Analyst | Hybrid

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.

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 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 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 of escalation for systems, process and data issues. Provides direction to the key user in developing business governances.

• 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

• 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

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