OTC COE Process Analyst

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.

Role Summary:

The COE Process Analyst is responsible for the management of internal & external projects and initiatives involving department or cross-functional teams focused on the delivery of projects/programs and/or initiatives into a finished state. Supports and represents the organization on behalf of the Operations Manager

Functional / Technical Competencies:

• Project/program leadership with the ability to manage cross functional initiatives to completion, adapting plans and priorities to address operational challenges.
• Quantitative and analytical capability (metric/scorecard management, financial variance analysis) and strong controllership mindset.
• Advanced MS Office—especially Excel (formulas, pivot tables, sort/filter) with strong documentation skills.
• Process expertise in mapping, reengineering, workshops, and training facilitation; agile problem solving and change management.
• Stakeholder communication—clear presentations; ability to collaborate with IT, business systems analysts, and operational teams.
• Customer driven orientation with active listening, ethical behavior, and team collaboration.
  
  

• Lead and deliver programs/projects from initiation through delivery; organize interdepartmental activities to meet schedule and budget.
• Own operational metrics & scorecards; produce reporting to monitor objectives; track initiatives for the respective COEs.
• Monitor financial plans and explain variances (headcount, expense allocations); establish and manage staffing models.
• Coordinate with IT/business analysts; ensure technical requirements are understood; direct project support staff and resource allocation.
• Support Management—performance and process management, ticket management, deep dives to improve efficiency; represent organization for Billing & Invoicing support.
• Document business processes & workflows; maintain an up-to-date document library; facilitate process trainings/workshops.
• Design to be processes; lead redesign workshops; recommend solutions using operational data; define metrics to measure performance.
• Develop business requirements and cases for automation aligned to digital transformation, coordinate with stakeholders for sustainable change.
  
  

• Timely completion of cross functional projects/programs within scope, schedule, and budget.
• Operational metric/scorecard reports and AOP initiative tracking; clear performance visibility for leadership.
• Documented processes and end to end workflows, maintained libraries, and training modules for consistent adoption.
• Comprehensive gap analyses with recommendations; improved business processes and productivity.
• Automation proposals and implemented improvements that enhance efficiency and control.
• Effective stakeholder communication and readiness (operational/functional reviews, cross team alignment).
  
  

• Operational productivity and process efficiency through continuous improvement and standardized practices.
• Alignment to strategic/AOP objectives and revenue assurance via disciplined program delivery and metric ownership.
• Digital transformation and automation that modernize O2C/Services Billing operations.
• Customer satisfaction and compliance through well managed change and documented, adopted.
  
  

• Bachelor’s degree (preferred)
• Lean Six Sigma or Project Management certification preferred.
• Experience with ERP/transactional operations delivered to defined SLAs and quality standards (preferred).
  
  

• Willing to support North America/ US Time and Holidays
• Flexibility of working schedules as the role will require on a per need basis
• Adaptability to resource/operational challenges and matrix collaboration across COE functions