Customer Setup Process Analyst

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB PURPOSE/MISSION/SUMMARY:

The 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 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
  
  

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,

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