Xerox

JOB PURPOSE/MISSION/SUMMARY:

The Operations Process Analyst is responsible for creating and enhancing sub-area processes and systems. This role involves collaborating with global teams to gather requirements, identify improvement opportunities, and define and test approaches to advance processes and supporting systems. The goal is to improve cycle time, efficiency, and accuracy.

The key responsibilities of an analyst include defining, developing, documenting, testing, and evaluating operational processes; identifying gaps and implementing corrective actions; documenting processes, procedures, process flows, and system needs to ensure optimization and expected results; supporting change management and continuous improvement initiatives; defining and developing key metrics and success criteria; actively monitoring and measuring process effectiveness and efficiency; and ensuring alignment with GBS strategy and priorities. The main objectives of the role are to enhance hardware processes and systems, improve cycle time, efficiency, and accuracy, ensure processes are optimized and deliver expected results, and support global process excellence.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

BUSINESS PROCESS MAPPING

• Works closely with the business and documents business processes, workflows.
• Analyzes business processes and workflows
• Designs, and develops optimal process workflows by integrating process and technology systems.
• Provides inputs in the design of quality monitoring formats and quality standards.
• Designs to-be process, and leads process redesign workshops

BUSINESS PROCESS RE-ENGINEERING

• Seeks opportunities for improvement and/or automation
• Recommends solutions basing on operational data to improve operational performance.
• Identifies key performance indicators (kpis) that can measure enhanced performance and productivity value
• Communicates findings to appropriate parties, including different levels of management and or process stakeholders in regular intervals or as requested.
• Works closely with the business, IT teams, D2V to documents business processes, workflows.
• Provide framework of the headcount model leveraging SIPOC

CHANGE MANAGEMENT

• Identifies key organizational change management issues and training needs that recommended process redesign will have on business unit.
• Monitors implemented methodologies, processes, procedures and best practices for adoption and compliance.
• Recommends optimal organizational design and definition of roles and responsibilities to support process changes
• Creates a change management strategy
• Partners with GPL/SPL/process owners/managers/GEL/other O2R process analysts or stakeholders ( business - customer ops, service delivery, IT or D2V ) to deliver sustainable business process change
• Assures compliance to appropriate lexmark and customer regulations related to legal, financial, ethics, government policies.
• Facilitates process trainings and workshop to ensure up-to-date knowledge on the process
• Identifies key organizational change management issues and training needs that recommended process redesign will have on business unit.
• Monitors implemented methodologies, processes, procedures and best practices for adoption and compliance.
• Recommends optimal organizational design and definition of roles and responsibilities to support process changes
• Creates a change management strategy
• Partners with GPL/GSPL/process owners/managers or stakeholders to deliver sustainable business process change
• Assures compliance to appropriate lexmark and customer regulations related to legal, financial, ethics, government policies."

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Leadership Skills

Business Acumen

Functional Knowledge

Process Documentation Skills

Resource Coordination

Technical Inclination

Agile Problem Solving

Critical Thinking

Communication Skills

THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING SKILLS:

• Experience leading Projects; creating and executing project plan
• Experience working face-to-face with customers and facilitating meetings
• 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
• 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

PREFERRED:

• Experience in defining, developing, monitoring and reporting key metrics
• Experience in gathering and soliciting business/process/customer requirements
• Experience in deploying new processes or process changes; Experience implementing business process improvements
• Experience off-shoring processes or transitioning processes to a central/alternative team
• Demonstrated experience using modeling techniques/approaches
• Strong teaching and communication skills, ability to present and demonstrate complex procedures to diverse groups at various skill levels
• Demonstrated ability to apply a systematic approach to problem solving; including, but not limited to Lean / Six Sigma experience
• Strong meeting facilitation skills

PERSONAL CHARACTERISTICS Desired:

• High level of business acumen; ability to get along well with diverse personalities—flexible
• Ability to work alone or within a team; ability to work with multi-disciplined, global teams
• Ability to influence at a management level and/or in peer group settings
• Knows when, where and how to get help from other resources
• High levels of natural and intentional organization capabilities
• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering to a deadline
• Ability to effectively communicate complex ideas in effective, concise fashion in both verbal and written format
• Can act and make decisions with minimal direction
• Can demonstrate consistently a “Customer first" mentality
• Ability to multi-task and adapt to schedule changes; can effectively prioritize work on own; ability to work with a sense of urgency to meet deadlines and address competing priorities
• Can effectively lead meetings; commands attention and can change tactics midstream when something is not working
• Able to effectively debate position when challenged and debates position when it does not align with project objective

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• College/University degree in Industrial Engineering, Computer Engineering, Computer Science, Information Technology, or related courses; Master’s degree in any of these courses is a plus
• Experience in project management and use of its tools; certification is a plus
• Experience in leading projects that require working with multi-disciplined teams
• Experience in working with worldwide teams is preferred
• Experience in developing and documenting processes
• Supervisory experience is preferred
• Experience with using automation tools is a plus (e.g. Power BI, Power Automate, Power Apps)
• Minimum of two (2) years operational experience in data analysis and management and the delivery of operations through the use of technology is required