Application Support Analyst - O2C | Hybrid

Lexmark Research & Development Corporation; Cebu City; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Lexmark Research & Development Corporation seeks an experienced Application Support Analyst to oversee production operations and service delivery for Order to Cash systems across US and Canada, ensuring reliability and performance of billing, invoicing, and financial processes.

The role requires strong technical operations background, experience with Siebel CRM, Oracle EBS, OBIA, Cognos, and mainframe/hybrid environments, plus leadership in cross-functional teams and vendor management.

Qualifications

• Bachelor's degree in Computer Science or Information Technology is required.
• 8+ 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, 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.

Responsibilities

• 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.
• Ensure accurate and timely processing of billing, invoicing, collections, and financial reporting.
• Act as the Production Gatekeeper for changes, releases, and deployments, ensuring production readiness.
• Manage incidents, problems, and change management using ITSM tools (e.g., ServiceNow).
• Define, monitor, and report on SLA/KPI metrics, driving performance across internal teams and vendors.

Skills

IT Service Delivery

Application Support

Leadership

Stakeholder Engagement

Vendor Management

SLA Governance

Education

Bachelor's degree in Computer Science / Information Technology

Master's degree preferred

Tools

Siebel CRM

Oracle EBS

OBIA

Cognos

Teradata

PeopleSoft

Mainframe (z/OS)

SQL/PLSQL

ServiceNow

ITSM tools

Job description

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact-across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work-on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB SUMMARY

We are seeking an experiencedApplication Support Analystto overseeProduction Operations and Service DeliveryforOrder to Cash (O2C)systems andcritical enterprise/legacy applicationsacross 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 bothtechnical operationsandfinancial systems, ensuring seamless support across platforms such asSiebel 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 RESPONSIBILTIES

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

• Ensureaccurateandtimelyprocessing of billing, invoicing, collections, and financial reporting, especially forYearly Launch and Restatementprocesses.

Governance, Compliance & SLA Management

• Act as theProduction Gatekeeperfor all changes, releases, and deployments, ensuring production readiness.

• Manageincidents,problems, and change management processes usingITSM 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 incidentsimpactingcritical 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'spreferred).

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

• Provenexpertisein managing enterprise and legacy applications acrossWindows, Linux (Solaris/RedHat), Mainframe, Azure hybrid environments.

• Deep experience withSiebel CRM, Oracle EBS, OBIA, Collections, Cognos,TeraData, Mainframe Finance, and related tools.

• Strong understanding ofOrder to Cash (O2C)business processes and financial operations.

• Solid background inapplication development, integration, anddatabase technologies(Oracle, SQL/PLSQL).

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

• Strong vendor management, SLA governance, and incident/problem managementexpertise.

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

Preferred Tools & Technologies:

• ServiceNow or other ITSM platforms

• Oracle EBS, Siebel CRM

• Mainframe (z/OS), Solaris, RedHat

• SQL/PLSQL, Cognos, OBIA,TeraData

• PeopleSoft, iProcurement, Lockbox,Hadius