Business Application Support 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.

We are seeking an experienced Business Application Support Analyst to oversee Production Operations and Service Delivery for Order to Cash (O2C) systems and critical enterprise/legacy applications across North America, EMEA and the Asia Pacific. This role ensures the reliability, stability, and performance of applications supporting billing, invoicing, collections, and other financial processes, while leading cross-functional teams and managing vendor relationships.

The successful candidate will have a strong background in both technical operations and CRM systems, ensuring seamless support across platforms such as SAP/S4 HANA, Siebel, PowerBI Reporting, PeopleSoft, and other legacy and cloud-based applications in hybrid environments (Azure, on-prem, mainframe, and distributed platforms).

Key Responsibilities:

Operational & Application Support

• Lead end-to-end production operations for Order to Cash systems and enterprise legacy applications.

• Oversee daily support for platforms including:

• SAP/S4 HANA, Siebel
• Ensure accurate and timely processing of billing, invoicing, collections, and financial reporting, especially for Yearly Launch and Restatement processes.

Governance, Compliance & SLA Management

• Act as the Production Gatekeeper for all changes, releases, and deployments, ensuring production readiness.

• Manage incident, problem, and change management processes using ITSM tools (e.g., ServiceNow).

• Define, monitor, and report on SLA/CPI/KPI metrics, driving performance improvements across internal teams and third-party vendors.

• Ensure full compliance with IT governance, security, and audit standards.

Vendor & Stakeholder Management

• Lead coordination across internal IT, business units, and multiple service providers.

• Manage vendor relationships and software portfolios, ensuring contractual and service obligations are met.

• Collaborate with Finance and business stakeholders to capture requirements, address service gaps, and implement process enhancements.

Leadership & Continuous Improvement

• Drive operational readiness and support for system upgrades, integrations, and application modernization initiatives.

• Resolve high-priority incidents impacting critical financial or business systems, including cross-platform issues (e.g., mainframe to cloud).

• Promote a culture of continuous service improvement and innovation in service delivery.

• Lead, coach, and mentor technical teams, fostering collaboration and excellence in a high-pressure, revenue-critical environment.

Qualifications & Expertise:

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).

• 5+ years of IT Service Delivery or Application Support experience

• Proven expertise in managing enterprise and legacy applications

• Deep experience with SAP/S4 HANA, Siebel, Collections, , and related tools.

• Strong understanding of Order to Cash (O2C) business processes and related financial operations.

• Solid background in application development, integration, and database technologies.

• Familiarity with ITIL practices; ITIL certification is a plus.

• Strong stakeholder management, SLA governance, and incident/problem management expertise.

• Excellent communication, leadership, and stakeholder engagement skills in global, multi-functional area environments.

Preferred Tools & Technologies:

• ServiceNow or other ITSM platforms

• SAP/S4 HANA, Siebel