OTC Process Analyst
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.
Responsibilities :
The COE Process Analyst is responsible for the management of internal & external projects and initiatives involving department or cross-functional teams focused on the delivery of projects/programs and/or initiatives into a finished state. Supports and represents the organization on behalf of the Operations Manager
DISPLAYS – The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed (Functional/Technical Competencies)
Project/program leadership with the ability to manage crossfunctional initiatives to completion, adapting plans and priorities to address operational challenges.
Quantitative and analytical capability (metric/scorecard management, financial variance analysis) and strong controllership mindset.
Advanced MS Office—especially Excel (formulas, pivot tables, sort/filter) with strong documentation skills.
Process expertise in mapping, reengineering, workshops, and training facilitation; agile problemsolving and change management.
Stakeholder communication—clear presentations; ability to collaborate with IT, business systems analysts, and operational teams.
Customer driven orientation with active listening, ethical behavior, and team collaboration.
DOES – The tasks/ responsibilities that the job performs to address requirements in Key Result Areas
Lead and deliver programs/projects from initiation through delivery; organize interdepartmental activities to meet schedule and budget.
Own operational metrics & scorecards; produce reporting to monitor objectives; track initiatives for the respective COEs.
Monitor financial plans and explain variances (headcount, expense allocations); establish and manage staffing models.
Coordinate with IT/business analysts; ensure technical requirements are understood; direct project support staff and resource allocation.
Support Management—performance and process management, ticket management, deep dives to improve efficiency; represent organization for Billing & Invoicing support.
Document business processes & workflows; maintain an uptodate document library; facilitate process trainings/workshops.
Design tobe processes; lead redesign workshops; recommend solutions using operational data; define metrics to measure performance.
Develop business requirements and cases for automation aligned to digital transformation, coordinate with stakeholders for sustainable change.
DELIVERS – The specific outputs/ tangible results produced by the role
Timely completion of crossfunctional projects/programs within scope, schedule, and budget.
Operational metric/scorecard reports and AOP initiative tracking; clear performance visibility for leadership.
Documented processes and endtoend workflows, maintained libraries, and training modules for consistent adoption.
Comprehensive gap analyses with recommendations; improved business processes and productivity.
Automation proposals and implemented improvements that enhance efficiency and control.
Effective stakeholder communication and readiness (operational/functional reviews, crossteam alignment).
DRIVES – The organizational strategies & objectives addressed by the role
Operational productivity and process efficiency through continuous improvement and standardized practices.
Alignment to strategic/AOP objectives and revenue assurance via disciplined program delivery and metric ownership.
Digital transformation and automation that modernize O2C/Services Billing operations.
Customer satisfaction and compliance through wellmanaged change and documented, adopted.
Relevant Credentials
Bachelor’s degree (preferred)
Lean Six Sigma or Project Management certification preferred.
Experience with ERP/transactional operations delivered to defined SLAs and quality standards (preferred).
Role Considerations
Willing to support North America/ US Time and Holidays
Flexibility of working schedules as the role will require on a per need basis
Adaptability to resource/operational challenges and matrix collaboration across COE functions
How to Apply ?
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