Database Specialist

Company Overview

With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide.

The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.

For more information and to see our current vacancies, go to www.xerox.ro, http://xeroxservices.jobs/.

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The role

We are looking for a Database Specialist to join our team. The candidate will be a self-starter, driven, independent thinker with commitment to quality and continuous improvement and results oriented.

Primary Duties and Responsibilities

Key Responsibilities
- Management of XOS (MPS) tool suit including key processes e.g. MACD, Proactive and reactive call processes.
- Use XOS management information to control operation proactively e.g. High/Low use devices and reoccurring problems.
- Track the performance against SLAs and KPIs (e.g. value add, cost savings, rationalisation and consolidation)
- Carry out quality checks to ensure quality standards are maintained.
- Involvement in issue resolution for Xerox and external client issues
- Participate in local MPS programme and support establishing best practice.
Billing and Invoicing
- Set up of common and consistent process for billing
- Centre of competence on billing
- Supporting all new accounts – training, process documentation, adhoc billing requirements
- Completion of month end billing for nominated accounts only
- Managing escalation and resolution of common issues
- Managing relationship with the central billing team, arranging support, managing escalations
XOS Tool Suite
- Centre of competence on XDM, XSM and XRM
- Management of assets within tool suite for nominated accounts only
- Initial XSM set up tasks for locally managed contracts
MI reporting
- Set up of MI template
- Support and coaching for consistent MI across region
- Completion of MI pack for nominated accounts only
MACD process
- Set up of common and consistent processes involving MACD Management of common issues and escalations within region
- Management of MACD for nominated accounts only
- Asset management – keeping asset database & Mercury up to date following change


Critical Technical & Behavioral Skills/Qualifications:

- Ability to negotiate and work with internal and external customers
- Familiarity with relevant service offers
- Ability to convey concepts and ideas effectively to a variety of audiences
- A successful proven track record gained within a service delivery / customer contact environment.
- Service exposure to Xerox or 3rd Party MFD, printers, copiers and fax.
- Good analytical skills with intermediate to advanced Excel skills, with an ability to analyse relevant information to make quality decisions.
- Good presentation, customer service and effective communication skills
- Methodical, organised, good time management skills.
- Able to show initiative and creativity with all tasks .