Overview

The Global SME & Software Support Analyst role is a technical leadership position involving the support of software, including Xerox Workplace Cloud Suite, Next Gen offerings and surrounding technologies. The incumbent will aid in the support of internal and external Clients, Partners & end users of the tools, business processes, and procedures.

The incumbent will use expertise and IT knowledge to resolve complex and/or time-consuming issues then create new knowledge articles for repeatable solutions in the Xerox Knowledgebase used by the SEC / CEC and external clients. Where applicable, also disseminate solutions and urgent technical alerts within SSG and all tiers globally within the support process. The incumbent will play a lead role in the creation, review, evaluation, and on-going maintenance of content associated with the program.

Key Responsibilities

• Support Americas and EMEA regions to facilitate a 24-hour support model– ability to work pre-scheduled work weeks during any hours including 9pm EST to 7am EST across the 7 days of the week
• Focal for Knowledge Management – facilitate the population & upkeep of the centralized model for KB authoring for internal and external audiences. Utilize, document and maintain Knowledge Base content for internal and external use
• Manage incoming & existing calls and tickets with a sense of urgency & ownership - Prioritize, Action, Resolve issues according to Client temperature and Service Level Agreements (SLA’s)
• Be able to review log files and/or use monitoring tools to analyze & assess system performance.Determine appropriate action in problem situations.
• Support Clients, Xerox Field Personnel and Partners
• Participate and facilitate daily/weekly/monthly status meetings.
• Participate in on-call support of applications, as required.
• Work closely with the technology teams within the organization to help ensure implemented changes to the software suite meet business needs.

RELEVANT SKILLS & KNOWLEDGE PERTAINING TO POSITION:

• Prioritization & Time Management – Ability to determine most critical areas quickly and diplomatically navigate. Manage own workload and availability to meet business needs
• Mathematics – Knowledge of basic statistical analysis and algebra
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Troubleshooting — Determining causes of operating errors and deciding what to do about it.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Systems Evaluation — Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Operations Analysis — Analyzing needs and product requirements to create a design. Basic organizational and communication skills.
• Virtual Support - This role is US based however also involved with clients & team members outside of the home country.
• Experience with connectivity & scanning support along with the following application solutions is preferred:
• Xerox Workplace Cloud
• Xerox Workplace Suite
• Xerox Device Manager
• Xerox Services Manager
• Xerox Report Manager
• Xerox Services Portal
• Xerox Fleet Management Portal

REQUIRED:

• Ability to complete analysis and develop actionable insights on the business
• Ability to prioritize with strong time management skills
• Strong communication skills – listening, verbal and written
• Self-starter with drive and urgency; a bias for action
• Ability to function well in a team environment.
• Ability to function well on virtual teams
• Experience in Print Output Management
• General protocol and networking skills
• Experience with relational database concepts
• Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio
• Strong knowledge of Microsoft operating systems (10, Server)

QUALIFICATION REQUIREMENTS

• Bachelor’s degree in computer science or equivalent experience
• Remote Desktop experience, LogMeIn experience
• ITIL Fundamentals Certified or willing to complete
• CompTIA – Certified on path to become Certified: (A ; Network ; Server ; Cloud )
• Related discipline or equivalent technical work experience will be considered with an equivalent of (5) years minimum experience.
• Minimum (3) years of Information Technology experience
• Minimum (1) year experience in Application Administration

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