job description
Join Lexmark International as a Direct Break Fix Process Analyst and play a pivotal role in optimizing operational workflows within our Onboarding to Resolution (O2R) framework. This hybrid position offers the flexibility to work across Bali’s vibrant tech hubs while driving efficiency and innovation in our global IT service delivery.
As a Process Analyst, you will analyze, design, and implement streamlined processes to enhance service resolution, reduce downtime, and improve customer satisfaction. Your expertise will bridge technical troubleshooting with process optimization, ensuring seamless operations in a dynamic, fast-paced environment.
Lexmark International is a leader in enterprise imaging and IT solutions, committed to fostering a culture of continuous improvement and professional growth. If you thrive in analytical roles and are passionate about process excellence, this is your opportunity to make a tangible impact.
Responsibility
- Analyze and document existing break-fix processes to identify inefficiencies and bottlenecks.
- Design and implement optimized workflows for incident resolution, onboarding, and service delivery.
- Collaborate with cross-functional teams (IT, support, operations) to standardize and improve process adherence.
- Develop and maintain process documentation, SOPs, and training materials for internal teams.
- Monitor KPIs (e.g., resolution time, customer satisfaction) and propose data-driven improvements.
- Facilitate root cause analysis (RCA) for recurring technical issues and recommend preventive measures.
- Support the deployment of automation tools to reduce manual intervention in break-fix scenarios.
- Provide training and mentorship to junior analysts on process best practices.
Qualifications
- Bachelor’s degree in Information Technology, Business Process Management, or a related field.
- Minimum 3 years of experience in IT service management, process analysis, or operational excellence.
- Strong understanding of ITIL frameworks and incident management processes.
- Proficient in process mapping tools (e.g., Visio, Lucidchart) and data analysis (Excel, Power BI).
- Excellent problem-solving skills with a focus on continuous improvement (Lean/Six Sigma certification is a plus).
- Ability to work in a hybrid environment with occasional on-site requirements in Bali.
- Strong communication skills to liaise with technical and non-technical stakeholders.
- Experience with service desk tools (e.g., ServiceNow, Jira) is highly desirable.