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Business Area: Cebu Global Customer Services

Job Summary:

The global process analyst is responsible for creating and improving the global Pre-Sales to Contract Process and Systems. The analyst will work with our global teams to gather requirements, improve ideas and define and test approaches to advance the pre-sales process and supporting systems– improving cycle time, efficiency and accuracy of process.

The role is focused on defining, developing, documenting, testing and evaluating operational processes, identifying gaps and implementing corrective actions to continually optimize the processes.  The process analyst will be required to document processes, procedures, process flows, and system needs and ensure the processes are optimized and delivered against expected results.  The analyst will develop and create training materials, training plans and deliver training, as well as support change management plans when needed. 

To ensure excellence in execution of our global processes, the analyst will define and develop key metrics/success criteria and actively monitor and measure the effectiveness and efficiency of the processes, ensuring alignment to Lexmark’s philosophy and corporate guidelines. The global process analyst will lead projects, and support geography and central operations teams as a Subject Matter Expert.  

Key Roles and Responsibilities: Analyzes and gather customer data, information, and needs Writes business documentation which include process maps, desk procedures and training manuals Develops performance metrics for the measurement of key processes, identifies, develops and implements improvement strategies that continuously improve performance against key metrics Benchmarks Lexmark performance against competitive providers to ensure Lexmark’s position as a best-in-class provider Interviews and gather inputs from key stakeholders and customers including management, functional owners and geography participants to clearly identify and define process changes and process gaps; continually streamlines and optimizes the process to ensure it is supporting the market / customer need Determines areas of non-conformance to standard and create actions plans to implement corrective measures Drives standardization and simplification of existing processes and ways of working; identify and implement new approaches and solutions to process management issues identified through analysis of process, observations and interviews or feedback Develops and maintains knowledge of Lexmark offerings; ensures processes align Demonstrates subject matter expertise in defining, developing and improving processes Troubleshoot issues; respond to inquiries; ensure accuracy of data on all reports and metrics. The ideal candidate must possess the following skills: Must speak, read and understand English language fluently Strong Visio and MS Office experience. Must have strong Excel, Word, PowerPoint, and Project skills – use and understanding of macros preferred Systems and Tools experience with SalesForce, DealDesk, Anaplan, SAP, and Siebel Experience in developing and documenting processes, creating process and procedure documents such as process flows, policies/business rule documents; desk procedures, standard work, job aids and job instructions Education, Experience & Certifications Basic Requirements: BA / BS Undergraduate degree from accredited university required; or equivalent experience Formal Training including, but not limited to; Lean Process Design, Value Stream Mapping, Total Quality Management

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

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