Xerox Global Document Outsourcing provides Strategic Document Outsourcing services to automate Document-Intensive Processes to cut costs and improve non-
core back-office processes. Our clients are mainly situated in the following sectors : Banking & Insurance, Financial Services, Pharmaceuticals & life sciences and Energy & Utilities.
Due to the success of the offering, we want to enforce the Workflow Management Practice team with a Business Analyst / Developer.
As member of the Workflow Management Practice team you will be the bridge between the developers and the users. Your main activities are : analyze and document user requirements, create and execute tests, create documentation, provide user training and support the users in the go-
live process. Secondary activities are : configure and develop software, analyze service data, create reports and support in the improvement of software quality by analyzing incidents and suggesting improvements (problem management).
We foresee an Intensive training program to enforce and improve your skills.
Work with the sales team supporting acquisition of customer requirements and acts as the key contributor of technical content to complex customer proposals.
Where required, liaise and agree with third party providers to find innovative ways to integrate component software to provide a complete design for the customer requirements.
Proactively support the sales process providing customised demonstration using customer’s own data / applications to provide observable proof of the integration of workflow within the customer environment.
Responsible for ensuring that all proposals have the correct proportion of support revenue specified.
Define customer acceptance testing criteria and manage the activity to ensure effective sign-off and transition to BAU.
Support the technical implementation (Xerox, 3 rd party and customer resources) to provide the agreed services ensuring customer expectations are met.
Manage 3 rd party Analyst engagements to ensure the correct solution implementation in agreement with terms and conditions.
Post Sales Responsibilities
Provide advanced levels of technical support during contract implementation and BAU phases of a contract.
Prompt response to escalated customer software & Product issues providing ownership and closed loop feedback to involved Xerox and / or 3 rd party teams.
Assume role of incident / problem owner in escalations; ensuring strict adherence to Xerox Escalation Policies and Procedures.
Maintain communication between all parties and ensure customers are kept aware as to the status of any on-going issues.
Resolve any connectivity issues (implementation or BAU) to support Xerox RTS strategy.
Maintain close working relationships with RTS and CTSC.
Follow the technical problem management and escalation procedure that ensure customer technical issues are resolved effectively with minimum impact to the customer and our contractual obligations.
Provide coaching and development for L1 Analysts
Potential to act as an SME for a particular solution or product group.
Maintain on-going customer relations, identifying and promoting any additional opportunities for applications and revenue growth.
Display a professional image in all interactions with customers to ensure that Xerox is perceived as the company of choice.
Responsible for own personal development plan by utilizing online and external resources. In addition to formal PDP, maintain up to date knowledge of recent industry standards and trends.
To effectively utilize and manage Xerox company assets while controlling costs.
Full compliance of relevant country business and safety standards.
Promote and adhere to Xerox Core Values at all times.
Excellent analytical and communication skills and a creative and problem-solving attitude
Ability to work independently but also as part of a team
Ability to articulate in an easy to understand manner’ complex technical capabilities to audiences with a variety of different levels of understanding
Reliable and well organized
An outstanding customer-oriented and service-minded attitude
Project-oriented, focused on quality and delivery
An excellent command of Dutch or French and the ability to communicate effectively in English, Dutch and French both verbally and in writing
Ability to develop and maintain a network of contacts both internally and externally
Willingness to invest in your personal development and learn other / new technologies
Knowledge of the following technolgies is a plus : GMC (or other workflow management tools)