Xerox Business Analyst in Guatemala, Guatemala

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

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• Responsible for Customer Business Operations &Administration activities including billing, order entry, customer inquiry management & credit / collections.



Support Labor Claim process SOW in support of the Channels Partners/customers (responsibilities, known today, are below) per documented guidelines.

Operational Support

• Ability to consistently deliver on statement of work (SOW)

o Labor Claims

o TOF orders

• Deliver operational excellence

• Direct communications with internal customer and external customer/Channels Partners/CAs in team

• Effective, efficient resolution of problems/issues, leveraging internal/external resources

• Validate problem/claim dispute information to determine accuracy and/or needed action for Partner/customer to resubmit

Provide Partner Service support to include:

• Focal point training the FTEs (most important task)

• Processing of labor claims via Open Time (M5)

• SME with the Labor Claim the Process (most important task)

o Support the FTEs with Business process assistance

o Report back to management process change recommendations

o Support team to meet SLA targets

• The ability to read and interpret the problem resolution submitted by the ASP partner technician

• Focal point for labor claim process from ASP Partner

• Liaison between ASP partner and Xerox

• Labor claims to be processed within 15 days

• Processing the Service Delivery Partners Invoices via the Invoice Authorization Tool within 7 days from submission

• Process Training Order Forms submitted via KANA- within 2 business days of submission

• Datasheet processing of new technicians or admins via KANA- processed within 2 business days of submission

Systems Knowledge & Use

• Oracle

• M5 – new Open Up Time

• Impartner

• Sales Force Dot Com (SFDC)

• Invoice Authorization Tool

• Partner Service Tool & Resources




• Docushare site / Sharepoint site


Minimum Associate’s Degree

Preferred 2-3 yrs of experience in similar role

Skills, Knowledge andAbilities

Minimum Strong Communication skills - Read, write and follow English (professional and to incl. customer/Partner communications)

Minimum Strong customer service skills / Customer relation skills; interpersonal skills

Minimum Use of Computer (Intermediate level): Email, MS Word, Excel, PowerPoint, Access

Minimum Ability to manage multiple tasks

Minimum Perform duties with minimal supervision

Minimum Detail oriented / analytical

Minimum Strong critical thinking / problem resolution skills; Demonstrate effective ‘self-thought’

Minimum Ability to read about a technician’s/Partner’s problem, & suggested resolution, to determine if a valid claim per guidelines; ability to determine if details provided are accurate.

Minimum Strong organizational skills

Preferred Ability to read/interpret labor claim details from the partner

Preferred Knowledge/experience with Open time

Preferred Deliver requirements under time constraints and pressure

Preferred Use initiative and independent action

Preferred Ability to support multiple managers or teams

Preferred Writing ability/Strong typing skills – sending out customer emails will be frequent

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Business Analyst

Location: Guatemala-Guatemala-Guatemala City

Requisition ID: 18003005