Xerox Support and Operations Analyst in GB, United Kingdom
Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.
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Working within the Assessments & Analytics team to provide level 4 support, acting as a buffer between the level 1 – 3 support team & the Software Engineering Team.
Support cases vary in complexity from simple how-to questions to issues around advanced functionality. This role will require working closely with the software engineering teams to define live bugs reported by users, work towards getting them resolved and providing workarounds when necessary. The role entails full responsibility for a support case, from the moment it is escalated from L3 to when it is resolved. You will be required to become the subject matter expert of the applications we support.
This role will also have the opportunity to work with other members of the team such as the Product Owner & Scrum Master and develop skills in these areas.
Investigate, troubleshoot and take ownership of resolution all customer support queries escalated to L4 around Asset DB, Rapid Assessment, User Analytics and other supported applications.
Responsible for Release & Major Incident Communications
Manage all new and renewed licenses, including providing quotes
Support the documentation & training team to update user documentation
Operational reporting on license numbers, application usage and SLA metrics
Assist with maintaining L1 – L3 support team’s knowledge of applications & train them on new features & products.
Assist the Product Owner in building out requirements
Assist the Scrum Master especially with continuous improvement projects, both process and tools
Assisting the Software Engineering team with Software Testing allowing first-hand experience of new and latest functionality
Support the SRM (Supplier Relationship Management) process by placing orders, raising PO’s (Purchase Orders) & confirming when goods or services have been received.
o Experience within a customer support and/or training role
o ITIL understanding (ITIL foundation)
o Excellent problem solving and analytical skills
o Excellent communication skills (verbal and written).
o Motivated and confident to work as part of a team as well as independently with a self-starter attitude.
o Able to deliver under tight timelines
o Process orientated with an analytical, fact-based approach to problem solving.
o Excellent communication skills in English
o A 2 nd language would be preferable
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Title: Support and Operations Analyst
Requisition ID: 19003185