Xerox Business Process Consultant in Lisbon, Portugal
Business Process Consultant
Department: Quality Assurance
Date: Tuesday, September 21, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Quality Assurance
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
PURPOSE OF ROLE:
Responsible for the analysis and measure of the effectiveness of existing business processes. Designs and implements re-engineering business processes to address user requirements to achieve Contracted SLA's Determines how new information technologies can support re-engineering business processes.
Success Measures: Response OLA; Accurate Documentation; ITIL alignment; Contractual alignment to SLA.
SCOPE OF ROLE:
The Process Consultant supports the Global Delivery Service Desk Teams, responsible for Customer Support within EPS, XPS/XPPS and Base Business. The role may also support technology transformation initiatives cross-functionally within Service Delivery.
Service Desk Process and Procedures:
Ensure processes are consistently defined, deployed, and measured for effectiveness and that appropriate governance is followed to provide high quality products and services.
Maintain/Document processes according to standards required to achieve customer requirements.
User Acceptance Testing to ensure process viable for Service desk Implementations
Engage in product and new service or technology launches to align Service Desk Process as needed.
Proactively identify areas for efficiency Improvement utilizing CRM or other technology ie RPA
Quality Monitoring Assessments.
Service Design & Transition:
New Account and Service Onboarding- Participate in the implementation and transition of new accounts into the Service Desk streamlining Account Specific processes and ensuring all exceptions are documented and aligned to global standards.
New Solutions / Project Implementations - Assess project requirements before implementation and providing input to the project teams. Create the required documentation and conduct handoff to training team
Engage in Consultations with Stakeholders external to Service Desk where Service Desk Process forms part of an overall Business Process to ensure closed loop and alignment (sales/customers; billing; supplies; etc.)
Change Control Management
Management of all Service Desk Processes & Procedures Documents change requests utilizing the Process Engagement Form (PEF) Process and following prioritization of work according to Nature of Change note IWS only
Administration of the Process Engagement SharePoint site
Work closely with Process Stakeholders to ensure actions are completed within required SLA’s
Obtain documented approvals for Process Changes from Process Manager, Business Manager and Process Stakeholders.
Communicate all process change to all stakeholders.
Ensure documentation (process flowcharts, process books, manual, user guides, etc.) used by Service Desk Teams is properly developed, formatted, approved, active and located where needed.
Process and Procedures Information & Knowledge Management
Collect and maintain knowledge crucial to Service Desk teams to carry out Global Delivery Services.
Conduct Common alignment sessions with Process Coaches and others as needed.
Document Maintenance version control.
Administration of Process Repository sites ensuring appropriate rights access.
Escalations and Queries .Manage Escalations and process related queries.
BACKGROUND, EXPERIENCE AND QUALIFICATIONS
12 months experience within Xerox.
Experience of Technical Support & Consumables call handling systems and processes.
Advanced IT Skills, including the use of Microsoft Office and Visio.
High level of fluency in English.
Consistent history of reaching/exceeding quality check results/targets.
Proven experience in coaching/mentoring Service Desk agents.
Strong problem-solving abilities.
Demonstrated history of taking initiative in projects/strong independent working skills.
Very strong communication skills, both written and spoken.
ISO/Quality Management training/experience.
Knowledge of Business Resumption Planning and disaster recovery.
ITIL v3 Foundations Certificate.
Knowledge of analyzing/acting on data from reports.
Process Analyst experience, System Analysis experience.
Lean Six Sigma Yellow Belt Certification.
Awareness of Quality Standards (e.g., ISO) and Industry Best Practices (e.g., ITIL).
Skills & Knowledge:
Experience with Xerox service desk processes and systems.
The ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance.
Able to organize own workload.
Excellent listening skills.
The ability to obtain and effectively use information, including the ability to identify the information needed, seek the information from a variety of sources, and skilfully extract and report the information for business benefit.
The ability to analyse issues and to find resolution to problems by using a rational, systematic approach.
Able to work under pressure and deal positively with difficult situations.
Aptitude for understanding and solving problems.
Able to convey sensitivity and a positive approach to both customers’ and colleagues’ needs.
The ability to challenge current ways of doing things (conventional practices), adapt established methods to new situations, pursue ongoing process improvements, create and evaluate new solutions and ideas.
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 or expression, 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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! 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.
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