Xerox Metrics and Reporting Analyst in Raleigh, North Carolina
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.
Learn more at www.xerox.com and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity
Primary Job Functions:
Oversee and govern all XDX IT service metrics (CPIs andKPIs) and reporting across multiple service providers
Monitor associated SLAs and metrics, working with ServiceProviders to address any shortfalls. Work with XDX leaders to validateaccurate reporting of CPIs/KPIs Ensure IT service metrics and reports arepublished by suppliers on time and per contracted schedules
Responsible for publishing monthly/quarterly performancemetrics to support regular business processes including, but not limited to,the XDX Bluebook and Enterprise Risk Management.
Facilitate weekly/monthly/quarterly IT service managementmeetings with suppliers and XDX leaders
Analyze performance data as required to ensure accuratereporting, identify issues, determine trends etc.
Focal point for all questions, issues, feedback regardingIT service metrics and reporting
Govern Continual Service Improvement for metrics andreporting and drive it across Service Providers
Establish and maintain strong, productive andcollaborative relationships with the Service Providers
Provide subject matter expertise and leadership in ITservice metrics and reporting
Work collaboratively with XDX team members and businessleadership to gather requirements and deliver needed reporting/dashboards usingITSM platform (ServiceNow) and other tools (e.g. SharePoint, Excel) as required
Work closely with XDX leadership to understandrequirements for IT service metrics and reporting.
Bachelor’s degree in Information Technology, InformationSystems, or related field
Minimum of 5 years work experience in IT servicemanagement or data analytics
ITIL v3 Foundation or greater certification desired
Strong data analytics capabilities with a data-drivenmindset of service excellence and customer satisfaction
Experience with ServiceNow, SharePoint, Excel and MSAccess
Skilled at working collaboratively in a complex environmentand driving process improvements
Successful teamwork experience and demonstratedleadership abilities
Excellent verbal and written communication capabilitieswith the ability to interact at all levels of the organization.
Strong problem solving skills and the ability tologically break down a problem into smaller manageable parts to solve
Works well under pressure and demonstrates flexibility toeasily adjust to changing business demands
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: Metrics and Reporting Analyst
Location: North Carolina-Raleigh
Requisition ID: 19004087