Application Support Analyst O2C

Xerox

Cebu City

On-site

PHP 1,200,000 - 2,000,000

Full time

4 days ago

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Job summary

Xerox in Cebu City, Philippines is seeking an experienced Application Support Analyst to oversee production operations and service delivery for Order to Cash systems across the US and Canada. You will lead cross-functional teams, manage vendor relationships, and ensure reliability of financial applications in hybrid environments.

The role requires a strong background in technical operations and financial systems, including Siebel CRM, Oracle EBS, OBIA, Cognos, and mainframe-to-cloud

Qualifications

10+ years of IT Service Delivery or Application Support experience.
Degree in Computer Science, IT, or related field (Master's preferred).
Experience with enterprise/legacy apps across Windows, Linux, Mainframe, and Azure hybrid environments.
Strong vendor management and ITIL knowledge.

Responsibilities

Lead end-to-end production operations for O2C systems and legacy apps.
Oversee daily support for billing, invoicing, collections, and reporting.
Manage incidents, problems, and changes using ITSM tools like ServiceNow.
Define and monitor SLA/CPI/KPI metrics; ensure governance and security compliance.
Coordinate with internal IT, business units, and service providers.

Skills

IT Service Delivery

Application Support

Vendor Management

Siebel CRM

Oracle EBS

OBIA

Cognos

TeraData

Mainframe (z/OS)

SQL/PLSQL

ITIL

Leadership

Education

Bachelor's degree in Computer Science/Information Technology

Master's degree preferred

Tools

ServiceNow

Oracle EBS

Siebel CRM

Mainframe z/OS

Solaris

RedHat

SQL/PLSQL

Cognos

OBIA

TeraData

PeopleSoft

iProcurement

Lockbox

Hadius

Job description

Job Description:

Description & Requirements

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.

Position Summary:

We are seeking an experienced Application Support Analyst to oversee Production Operations and Service Delivery for Order to Cash (O2C) systems and critical enterprise/legacy applications across US and Canada. 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 financial systems, ensuring seamless support across platforms such as Siebel CRM, Oracle EBS, OBIA, Cognos Reporting, TeraData, PeopleSoft, Mainframe systems, 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 (XTRC, XCL).
Oversee daily support for platforms including:
Oracle EBS (Service Contracts, Billing and Presentment)
Siebel CRM, OBIA, Cognos, Collections
FAS Billing Tool, Lockbox, Hadius (ACH payments), PeopleSoft, iProcurement, RFP systems
Mainframe Finance, Oracle Legacy Applications, TeraData
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).
10+ years of IT Service Delivery or Application Support experience
Proven expertise in managing enterprise and legacy applications across Windows, Linux (Solaris/RedHat), Mainframe, Azure hybrid environments.
Deep experience with Siebel CRM, Oracle EBS, OBIA, Collections, Cognos, TeraData, Mainframe Finance, and related tools.
Strong understanding of Order to Cash (O2C) business processes and financial operations.
Solid background in application development, integration, and database technologies (Oracle, SQL/PLSQL).
Familiarity with ITIL practices; ITIL certification is a plus.
Strong vendor management, SLA governance, and incident/problem management expertise.
Excellent communication, leadership, and stakeholder engagement skills in global, multi-vendor environments.

Preferred Tools & Technologies: