Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size.

Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

Service Delivery Analyst

Key member of ACS’ HRS Service Delivery Management function, which provides support to ACS’ Operational functions.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Gathers, analyses and reports data related to SLA/KPI or other performance measures. Measures performance against process requirements, aligning improvement projects to close performance shortfalls.

Provides administrative and analytical support to ensure that Change Requests are estimated and approved in line with the needs of the business.

Uses MSExcel to develop, implement, analyse and administer complex data analytics.

Provides functional expertise in SLA Measurement.

Analyses the root cause of Operational Incidents.

SME on one or more SDM responsibilities. Point of Contact for Client on areas of responsibility.

Benchmarks ACS requirements and performance against internal and industry standards.

Analyses, plans and implements process improvement (such as Six Sigma initiative) needs.

Produces new process improvement techniques and services.

Develops metrics that provide data for process management and indicators for future improvement opportunities.

All other duties as assigned.

PROFESSIONAL EXPERIENCE AND PERSONAL REQUIREMENTS:

Bachelors degree

2+ years experience in an HR Outsource or BPO environment

Experience of interfacing with Senior Client Management

Advanced competence in Microsoft Excel

Excellent Presentation and Communication skills

Excellent time management skills

Aptitude for Creative Problem solving and process improvement

Languages: Excellent English required

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance.  People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com.