Application Support Analyst (EDI)

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

We are seeking a highly skilled Application Support Analyst with deep expertise in Electronic Data Interchange (EDI) to oversee the stability, performance, and integration of business-critical systems within Channels Operations for Corporate and Commercial Solutions. This role is responsible for managing end-to-end production support, driving operational improvements, and ensuring seamless data exchange between systems and external trading partners.

The ideal candidate will have significant hands-on experience with EDI platforms (OpenText VAN), multi-format document integrations, and supporting complex enterprise applications, including Order to Collection systems, Finance platforms, Agent Reporting Tool (ART), Call Management Systems, RPA initiatives, and containerized cloud deployments on platforms like IFS Cloud. This role requires a strong combination of technical proficiency, vendor management, incident response, and a deep understanding of EDI ecosystems.

Key Responsibilities:

EDI Operations & Integration Management

• Lead and manage all EDI operations via OpenText VAN, supporting data exchanges with over 36 trading partners using multiple EDI document formats (e.g., 810, 850, 856, 997).
• Ensure reliable, secure, and timely system-to-system data integration between internal platforms and external partners.
• Collaborate with trading partners, technical teams, and vendors to onboard new connections, resolve mapping issues, and maintain EDI compliance.
• Monitor and troubleshoot EDI message failures, transmission delays, and partner connectivity issues to ensure minimal disruption.

Enterprise Application Support

• Oversee daily operations and support for key business applications, including:
• Order to Collection and Finance systems
• Agent Reporting Tool (MS Access / SQL Server)
• ColdFusion-based Call Management Systems (Oracle DB)
• Invoice printing systems and RPA workflows
• Ensure operational continuity for containerized applications hosted on IFS Cloud Platform, managing releases and scalability initiatives.

Incident & Change Management

• Manage all incidents, service requests, and change activities via ServiceNow, ensuring resolution within SLA targets.
• Lead root cause analysis for critical production issues, particularly those related to EDI failures, integrations, or data inconsistencies.
• Coordinate with infrastructure and development teams to deploy fixes and enhancements with minimal impact to business operations.

Financial Close & Automation Support

• Support month-end and quarter-end financial close activities, ensuring accuracy and timely processing of reports, reconciliations, and batch jobs.
• Partner with business and IT teams to design, deploy, and optimize RPA (Robotic Process Automation) solutions that streamline operational processes across systems.

Cross-Functional Collaboration & Governance

• Act as liaison between IT, business stakeholders, and external vendors, translating business requirements into technical solutions and ensuring alignment with enterprise goals.
• Maintain and update knowledge repositories, SOPs, and operational documentation to facilitate cross-training and knowledge transfer.
• Ensure compliance with internal audit, security, and governance requirements across all supported platforms and integrations.

Qualifications & Expertise:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 7+ years of experience in enterprise application support, with 3+ years focused on EDI operations and integrations.
• Demonstrated experience managing:
• OpenText VAN or similar EDI platforms (SPS Commerce, IBM Sterling, etc.)
• Multiple EDI formats (EDI X12, EDIFACT, XML, etc.)
• Internal applications integrating with EDI systems (e.g., ERP, finance, order processing)
• Strong hands-on knowledge of MS Access, SQL Server, Oracle, ColdFusion, and applications hosted on IFS Cloud or containerized platforms.
• Experience supporting financial systems, close processes, and enterprise reporting environments.
• Proficiency in ITSM tools like ServiceNow for ticketing, change control, and SLA tracking.
• Excellent analytical, troubleshooting, and cross-functional communication skills.

Preferred Skills:

• Experience with EDI partner onboarding, mapping tools, and VAN connectivity troubleshooting.
• Exposure to document automation, print management systems, and automated workflow platforms.
• Knowledge of RPA tools (e.g., UiPath, Automation Anywhere) and how they integrate into ERP and financial operations.
• Familiarity with data governance, audit compliance, and secure data transmission best practices.