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 :
JOB PURPOSE/MISSION/SUMMARY
The Services Onboarding Setup Analyst's primary objective is to ensure that the Customer and Partner contracts are in place and stipulations are in the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
Customer Setup process involves New Account setup in Siebel/Microsoft Dynamics and the creation of Configurable Part Numbers (CPNs) in SAP that, upon release in production, triggers the MPS Order to Cash process & Revenue Recognition, Allocation and Recording of respective Hardware Assets, Annuities, Consumables and Adhoc/Toner Reconciliations.
Partner Setup process involves New Partner setup in Microsoft Dynamics where it starts with the submission of the Partner Setup request form up until pricing is also setup to allow Partner Payments to run smoothly in the background.
During Customer Setup, the Analyst works closely with respective Onboarding to Resolution teams (Asset Management, Consumable Management, Toner Reconciliation), Geo Internal Customers (Business Operations Manager-BOM, Customer Operation Manager-COM, Customer Operation Specialist-COS, Deployment Project Coordinator), Accounting (MPS Revenue & Recognition Team) and other cross-functional teams/process experts in bridging/surfacing identified gaps in the process and communicating these to stakeholders and Country counterparts in a timely manner.
While during Partner Setup, the Analyst closely work with the Partner Manager/Vendor Manager, Central Process Architects, Partner Payment Process Analyst, MDM and Partner Payment team in bridging/surfacing identified gaps in the process and communicating these to stakeholders and Country counterparts in a timely manner.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
CUSTOMER SETUP
E2E Customer Setup Activities
Setup customer information in required Lexmark systems including but not limited to Siebel, SAP, Microsoft Dynamics, and Toner Reconciliation Admin tool.
Enable proactive consumables management and hardware ordering.
Analyze pricing details from the signed contract & Accounting File and translate it into CRM Systems.
Read and understand the content of the Customer Data Worksheet (CDW), CPN Request Template, and translate it into the CRM Systems (Siebel, MS Dynamics, SAP).
Create, modify, update, and delete customer User ID profile and its access in Lexmark Global Services (LGS) Portal.
Review and execute post setup validation using the available post validation tools (e.g., Macro Checker, Setup Checklist, Reports, etc.) and other reference materials.
Work, manage, & track requests through work management tools (e.g., Kofax Total Agility, World Wide Ticketing Tool, ServiceNow, Emails, etc.)
Setup Accuracy
Analyze the nature of request by following specific E2E setup process.
Conduct a preliminary review of existing setup prior to the execution of the new request.
Validate the setup pricing details in the system by exporting reports and comparing it with the contract.
Review the information in the system using the available post validation tools.
Seek to confirm with the requester should confusion arise from the ticket/case.
Exception Process and Other activities
Answer inquiries from different cross-functional teams and/or internal customers.
Investigate Customer Setup related issues such as but not limited to Service Request issue, Consumable supply, Hardware ordering, Pricing concerns, etc.
Provide issue resolution using different Problem-solving techniques such as RCA.
Liaise system related issues that hinder customer setup to the Subject Matter Expert (e.g., Key User & Team Lead).
Channel non-setup inquiries to the designated cross-functional teams.
Provide response and resolution in accordance with the established Service Level Agreement.
Follow-up open request/tickets/items and use the team’s escalation path when necessary.
Participate and/or lead Services Onboarding Setup engagement activities and initiatives.
Recommend and/or submit ideas for continuous improvement.
PARTNER SETUP
Process Partner Set-up requests in the system.
Monitor daily fallouts in the system and apply specific instructions to resolve issue.
Address problem, issue, or request through appropriate communication channels.
Conducts process trainings as needed.
Acts as a go to person for questions or problems within area of expertise.
Participates in the creation and maintenance of process documentation.
Interacts with Partner Managers, Key Contacts and downstream processes to ensure inputs are considered when conducting process changes.
Support the implementation of strategic execution of plans as cascaded by the Global Process Owners.
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES
Analysis & Problem-Solving
Demonstrates ability to resolve diverse issues/problems and understand the impact of the End-to-End setup processes to the downstream teams.
Possesses the ability to comprehensively analyze and interpret contract scenarios, policies, guidelines, procedure, and work instructions.
Possesses strong problem-solving skills to develop innovative solutions to complex issues, establish short term and long-term solutions.
Discover new opportunities and solutions for problems by looking beyond current practices and using innovative thinking.
Strong analytical skills using various problem-solving methods.
Provide/establish creative and innovative solutions to issues/queries from requestors regarding the End-to-end Setup and other exceptions.
Makes decisions in instances that affect revenue recognition (e.g. The need to order Consumable/Hardware, usage of Financial Part Number, etc.)
Understand the impact on the financial part numbers to the downstream teams (e.g. Accounting, Invoicing).
Understand the impact of the Customer Setup process to the downstream processes
Computer Technology and Skills
Proficiency Level
System and Tools
Intermediate to Advance
MS Dynamics, Siebel, SAP (ECC & CRM), TREC DB, and Customer Portal
Intermediate to Advance
WW Ticketing Tool, Kofax, and Service Now
Basic
Reporting (SAP HANA, PowerBI, Business Intelligence)
Advance to Expert
Office 365 Tool (Outlook, Teams, SharePoint, OneDrive, Planner, etc.)
Advance to Expert
Excel, PowerPoint
Internal Controls
Understands the expected outcome and impact of having an internal control in place:
Ensure to comply with the setup processes/guidelines
Compliance with the policies, contracts, rules, and regulations.
Safeguarding customer information and company assets
Efficient use of resources
Able to accomplish objectives and goals for the operations.
Behavioral
Manifest the five Lexmark Design Behavior (i.e. proactive and empowered, Creative, Accountable, Collaborative, Customer-focused)
Challenges the status quo, asks questions, suggests ideas, makes comments on things beyond the scope of the day to day tasks.
Takes full responsibility for all work activities and personal actions. Follows through on commitments; Acknowledges and learns from mistakes without blaming others. Reach out to the right people in the organization for help when needed.
Ability to establish and maintain cooperative working relationship with co-workers.
Can articulate his/her thoughts and must be open, approachable, know how to accept constructive criticism and listen, to have a two-way communication.
Can cascade information to the team in a clear and concise manner.
More flexible and adaptable to organizational change.
Able to exercise emotional intelligence and can maintain or shift focus in accordance to the operation’s changing priorities (e.g. change of shift schedules, support rotation, etc.).
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
Bachelor’s degree in IT, Computer Science, Engineering, Finance/Accountancy, or other relevant fields
3-5 Years work experience with knowledge in 2 or more areas e.g. Business analysis, Information Technology, Financial Services, Manage Print Services, and other related business.
Willing to work in any shift (1st, 2nd or 3rd ) as deemed appropriate.
How to Apply ?
Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!
Global Privacy Notice
Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice.
