Deskripsi Pekerjaan
We are seeking a highly analytical and process-oriented Direct Break Fix Process Analyst to join our team at Lexmark International. This hybrid role, based in Cebu City, offers the perfect balance of remote flexibility and office collaboration. As a key member of the Onboarding to Resolution (O2R) team, you will be instrumental in designing, managing, and optimizing the end-to-end break/fix processāensuring incidents are resolved quickly and efficiently while maintaining the highest standards of service quality.
In this position, you will dive deep into operational workflows, identify inefficiencies, and implement data-driven improvements that directly impact customer satisfaction and operational excellence. You will work closely with cross-functional teams to map processes, define key performance indicators, drive root cause analysis, and maintain comprehensive documentation. Your insights will help reduce downtime, enhance productivity, and support continuous improvement initiatives across the organization.
If you are passionate about process optimization, enjoy solving complex problems, and thrive in a hybrid work environment, this is an excellent opportunity to grow your career with a global leader in imaging and printing solutions.
Tanggung Jawab
- Analyze and optimize the end-to-end break/fix process to ensure timely incident resolution and minimal operational disruption.
- Document standard operating procedures, workflows, and process maps for the O2R lifecycle.
- Collaborate with IT, operations, and customer support teams to identify process gaps and implement effective solutions.
- Monitor key performance indicators and generate actionable reports on process efficiency, incident trends, and resolution times.
- Conduct root cause analysis on recurring issues and recommend preventive actions.
- Support the rollout of new processes and contribute to continuous improvement projects using Lean or Six Sigma methodologies.
- Facilitate training sessions to ensure team adherence to updated procedures and best practices.
- Serve as a point of contact for process-related escalations and drive stakeholder alignment.
Kualifikasi
- Bachelorās degree in Information Technology, Business Administration, Engineering, or a related field.
- At least 2 years of experience in process analysis, IT service management, or break/fix support roles.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Proficiency in process mapping tools (e.g., Visio, Lucidchart) and familiarity with process improvement frameworks (e.g., Lean, Six Sigma).
- Solid understanding of ITIL best practices is highly desirable.
- Excellent communication and interpersonal skills for effective collaboration across teams.
- Ability to work both independently and collaboratively in a hybrid setup.
- Experience with data analysis and reporting tools such as Microsoft Excel, Power BI, or Tableau.