Sr. Analyst, IM Service Delivery
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Purpose:
Responsible for strategy development and implementation of service delivery resources and oversight of operational facilities; responsible for IT service delivery governance. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct including procedures covering the selection of suppliers, tendering and procurement.
Identifies and manages resources needed for the planning, development and delivery of
specified information and communications systems services and products. Influences senior level customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.
Maintains a broad understanding of the commercial IT environment, how the organization
sources, deploys and manages external partners and when it is appropriate to use in-house
resources. Contributes to the development and management of agreements with suppliers to meet key performance indicators and agreed targets. Is responsible for the liaison between the user organization and designated suppliers.
Leads the design, implementation and governance of scalable, secure, and compliant solutions for an organization using Microsoft 365 services. This role involves working closely with business stakeholders, IT teams, etc. to ensure optimal use of Microsoft technologies such as Exchange, SharePoint, Teams, OneDrive, and others.
Qualifications:
• 3 plus years of experience delivering operational excellence for Microsoft O365 messaging and IM.
• 3 plus years of experience delivering operational excellence for enterprise mobility
management.
• Experience delivering operational excellence for scan, print and fax services.
• Experience delivering operational excellence for Mainframe interactive and print services.
• Experience delivering operational excellence for Identity Governance and Administration.
• Experience delivering operational excellence for SSO federation and authentication solutions.
• Experience with SOX, PCI, GDPR compliance controls.
Candidate Education:
Bachelor’s Degree or Masters Degree (preferred) Computer Science, Information Systems,
Engineering, or other related field. Or equivalent work experience.
Additional Role Requirements:
ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. Certification may be required for some positions
Business Acumen: Completion of prescribed foundation eLearning courses ( Principles of
Accounting and Finance for Non-financial Professionals) is required for all positions.
Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA,SOX, SOD, DR, BCAP, etc…)
Domain Specifics
Open Systems Interconnection (OSI) model, Wired and Wireless Networks, LANs / WANs /
VPNs, Switches / Routers / Load Balancers / Firewalls, Security, Capacity and Performance
Management
Voice Services
Analog vs Digital Voice, Legacy Telephony, Ability to translate end user requirements into
global solutions, features, functionality, Toll Free , etc…
Processing Services
Data Center Facilities Operations, Data Center Networking, Operating Systems, Storage
Technologies, Virtualization Concepts and Implementations including Cloud, IT Services
Continuity / Disaster Recovery / High Availability, IT Asset Management, Capacity and
Performance Management, etc…
Messaging Services
Internet Mail Architecture, Message Routing, Mail Protocols, Microsoft Exchange / Active
Directory / DNS, Mail Encryption, Anti-Virus / Anti-Spam, Remote Access / Mobile Devices,
Third Party Integrations