U.S. Operations Support Specialist

U.S. Operations Support Specialist

Title: U.S. Operations Support Specialist
Location: United States-New York-Webster

This position is a key contributor in the education, support, process improvement, understanding XPS_US Delivery model, Audit requirements, Xerox back-office systems and any unique client requirements in order to implement and deliver a sustainable and cost effective solution. This position is also the key escalation point for the CAM's and works with the IDM's to address process and training concerns for future CAM's

The role holder provides process supervision and expertise to the CAM team in the implementation to management of the XPS solution including but not limited to:
* Oversee CAM On-boarding and Training
* Escalation point for CAMs
* Primary Support and interface for Implementation Manager/s during deployment phase, further providing feedback
* Audit of data input by CAMs to Xerox Service Manager (XSM) using subscribed reporting established within the Xerox Report Manger (XRM) tool
* Providing backup to CAMs during vacation periods
Operations Support Specialist is focused on:
Primary CAM support during the implementation to manage stage, while coordinating with Implementation manager/s, including:
· Assuring compliance of corporate audit guidelines through coordination with internal control representatives
· Acting as liaison to Xerox Services organization during on site Asset Tagging process and final review
· Xerox Report Manager configuration and subscription management
· Supporting service transition into live service delivery(KPI: time to revenue and service availability)
Acting as a reference point to optimize the solution as necessary based on changing client requirements and sale partners need for information and consulting




The Operations Support Specialist is accountable for providing the CAMS with the tools to provide a comprehensive, end-to-end XPS solution implementation to manage experience while increase the process capacity of the position.


· Inspection -Spot check and validate submitted CAM reports and documentation and other duties as required-15%
· Solution Management- Provide CAMs with support to obtain solution support for internal and external technical issues- 5%
· Reporting Management- Provide management detailed reporting on health of fleet, as well as provide comprehensive reporting from the monthly billing output>5%
· Customer Focal Point Back-up- Escalation point for CAMs when dealing with customer issues above and beyond the daily activities ->5%
· Solution Optimization- Maintain and drive process improvement. Accountable for the XPS solution implementation and management controlling scope acceptable expense structure -20%
· Billing Support -Problem resolution relating to the billing reports, XSM supporting process and Customer Asset Manager education and issue escalation>5%
· CAM Education -Facilitate new to position CAM training courses, monitor and edit process documentation -30%
· Process Relevant Escalation -Initial escalation point for open and escalated CAM issues -5%
· Process Documentation Improvement -Understand CAM roles and responsibilities, forecast future program developments, and process improve tasks that enable the expansion of the number of contracts CAM's can support -15%

· Strong training acumen with clear and logical talk tracks and string agenda discipline
· Minimum AAS degree in business, supervisory experience and 5 years work experience in an operational environment
· A proven track record in technology based outsourced business
· Experience in contributing to the implementation of technology based services and solutions in response to clients' key business drivers
· Demonstrates strong communication and interpersonal skills - verbal and written
· Demonstrates strong PC system and application skills including Word, Excel, PowerPoint, Visio
· High energy, self-motivated, ability to work independently & solve problems
· Strong client communication skills
· Strong organizational skills, and ability to multi-task
· Strong analytical skills combined with the ability to apply critical thinking
· Ability to function well in a team and matrixed work environment
· Understand contract language, duration, scope and financial implications of contracts, statements of work and related contract documents
· XPS process subject matter expertise with in-depth understanding of go-live, billing, MACD and service and supply processes
· Participation and program representation to various teams and meetings
Job: Client Relationship Management / Service Delivery