OTC CTC 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 CTC Analyst involves direct contact with new customers and collaboratively with the conversion team and Services Billing partners on existing customers converting to CTC. The role handles hybrid and complex processes in contract setup, tax and other back-office support. The role is a focal point for the support of CTC Specialists and other customer escalations.

Functional / Technical Competencies:

• Fluent English; clear written & verbal business communication; confident interactions with partners/customers.
• Strong communication, customer support, stakeholder engagement; team and action-oriented self-starter.
• Attention to detail; ability to manage multiple priorities and maintain performance under pressure.
• Critical thinking, problem solving, negotiation/mediation; data analysis capability.
• Proficiency in Microsoft Office (Excel, Outlook, Word); strong Excel/Access for operations, reporting, and MQ&P analysis.
• Oracle CTC knowledge; XSITE→CTC conversions; CTC/CMT application SME capability.
• Domain knowledge: Services Billing processes/contracts; tax data tools (MCKB, Way Cool Tool); CHI customer hierarchy.
• Leadership/coaching strength; ability to guide associates and drive process consistency as an MQ & Presentment focal/lead.
  
  

• Conversion & preferences: Support CTC conversion for billing/presentment/CTC CMT; research & select customer invoice preferences (new & existing contracts).
• Issue management: Resolve Oracle CTC issues; perform root cause analysis; handle elevations & ticket workflows (Backoffice DL / MPS BI feedback).
• Research & tooling: Investigate contracts/data; test theories/solutions; produce Oracle queries/data exports; streamline reporting.
• Tax & set up: Configure tax exemptions (incl. partial tax); ensure legal linkage of CHI Customer Numbers; capture Department/Attention references in CTC consumable fields; brief technical teams on tax requirements.
• CTC configuration: Complete set up for CLIN, Rate Cards, EDI, Client Data; lead workflow tasks (consolidated billing, bill by date, credits, additional billing).
• SME & collaboration: Act as CTC/CMT application SME; work closely with business partners/customers to define conversion requirements (Specialist—Exempt/Non-Exempt).
• Contract admin & MQ&P: Review/clear error messages; process corrections/transactions; complete message queue & presentment activities as needed; serve as focal for complex issue resolution; act as backup for FLMs.
• Prebilling controls: Disposition variable charges; collect/validate meter reads; prepare/submit accurate billing packages; maintain Billing & Reporting Data Repository.
• Documentation & compliance: Create/update SOPs; ensure audit compliance; drive best practice sharing & team engagement initiatives.
  
  

• Accurate contract/data/tax configurations in CTC; synchronized MCKB → CTC flows.
• Timely resolution of error messages/elevations; improved billing accuracy; fewer rejections.
• Validated meter reads and complete billing packages meeting customer/contract specs.
• Up to date SOPs/process documentation; streamlined reporting & stakeholder visibility.
• Audit compliant MQ & Presentment execution; consistent process adoption across teams.
• Enhanced invoice collectability and end to end operational efficiency across conversion and run operations.
  
  

• Revenue assurance via robust prebilling and contract/tax set up controls.
• Operational excellence through data integrity, automation, continuous improvement, and disciplined MQ&P execution.
• Compliance with billing policies, audit requirements, and contractual obligations.
• Customer satisfaction & retention through faster issue resolution and accurate presentment.
• People effectiveness by coaching, best practice sharing, and consistent execution across associates.
  
  

• Bachelor’s Degree (preferred)
• 3+ years billing experience in corporate or financial setting (desired)
• Strong MS Office skills (Excel, PowerPoint, Word)
  
  

• 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.
• Ability to manage complex processes and performance measures