Employee Referral - Tech. Support Professionals required for Xerox Litigation Services.

Employee Referral Opportunities                                                                                                            Date: 13th March 2012                                                                                                        ACS, A Xerox Company has following immediate requirement for various positions.    Inviting applications from all interested Employees for various openings as given below
Requisition	ACS Job Title	Positions	Qualifications	General Role:
12006076	Application Support Analyst	2	1. 3-5 years’ experience working as an Application Support Analyst for web-based or desktop applications. 2. Outstanding communication skills and ability to professionally interact with customers. 3. Proven, detailed technical knowledge of Windows Operating Systems and Internet Explorer. 4. Excellent troubleshooting skills with regards to Windows OS, IE, MS Office etc. 5. The ability to work cross-functionally and interface with other departments to accomplish a task. 6. Excellent documentation skills. 7. Bachelor’s degree in Computer Science or related field desired.	The Application Support Analyst will become a key contributor to high customer satisfaction for XLS as the OmniX application continues to be used by more and more customers on varying PC platforms.   The main job function is to accept, log, and resolve application support emails and calls from client managers and customers.  Some types of application support calls expected based on previous history are items like:   Issues viewing, downloading, and printing of documents from the OmniX application Certain functionality within the site not working on user desktop due to IE version and settings. OmniX application is slow or experiencing a degradation in performance.   Job Responsibilities Provide timely and expert technical support of the OmniX platform. Provide application support remotely via email, phone, and WebEx for end users of the XLS OmniX platform. Completely own customer issues, including 1) diagnosing and fixing issues that end-users are experiencing; 2) escalating issues with other parts of the organization such as development, Oracle, and IT to resolve the issue. Maintain a thorough understanding of the OmniX platform. Record detailed information of issues for future references.
12006177	Database Support Analyst	4	1.    3-5 years of experience working on Oracle 10g platform in an UNIX environment. 2.    Basic understanding of Oracle architecture. 3.    Basic SQL, PL/SQL skills. 4.    Basic Unix/Linux and shell script skills. 5.    Basic understanding of database backend web based application architecture. 6.    Excellent troubleshooting, problem solving skills. 7.    BA/BS Degree in IT, CS, or a related field a plus but not required. 8.    Outstanding communication skills and ability to professionally interact with customers. 9.    The ability to work cross-functionally and interface with other departments to accomplish a task. 10.Excellent documentation skills.	The Database Support Analyst will become a key contributor to high customer satisfaction for XLS as the OmniX application continues to grow in terms of amount of data processed and accessed by our clients.   The main job function is to support all Oracle database related parts of the OmniX application.  Resolve any database performance related issues directly or through working with other teams like Development, Oracle, and IT.  Interface with internal and external customer is needed.   Job Responsibilities   1.    Provide timely and expert support for all database related aspect of our application. 2.    Resolve database performance issues directly or by collaborating with other teams. 3.    Maintain a thorough understanding of the current system. 4.    Work with the team to identify areas for process improvement. 5.    Monitor performance of end user database transactions, identify slow transactions and resolve them. 6.    Perform other related duties as assigned.
12006173	Support Manager	1	1.   Multiple years of managing a team of support professionals in a fast-paced environment. 2.   5 + years previous experience as a support professional, preferably in a SAAS environment. 3.   Strong trouble shooting skills in a 3 tier web environment. 4.   Bachelor’s degree in technical field, Masters preferred. 5.   Proven strong communication and interpersonal skills (customer facing).  Ability to communicate to different technical level of audiences. 6.   Ability to work on multiple tasks at once.  Self-driven and flexible with working hours. 7.   The ability to work cross-functionally and interface with other departments to get to a resolution on customer issues. 8.    Leadership skills such as mentor members of the team and execute performance appraisals is required. 9.   Must be able to quickly and effectively make daily decisions regarding priorities, processes, and people.	This position manages a team of support professionals for the OmniX application.  The Off-shore Support Manager has full responsibility for resolving customer issues in a timely fashion and to the customer’s satisfaction.  Support issues may arrive as email or phone calls.  Support team will either provide resolution or work with other parts of organization such as development, Oracle, IT etc to provide a resolution to customer issues.   The position will manage 5-10 employees, some of which are focused on database support and others application support.   This position reports to the Director of Database and Support, will be working with the US counter-part of database support and application support.Job Responsibilities   Daily management of a 24x7 customer facing application and database support team. Act as the sole escalation point for critical issues. Establish best-in-class support practices and processes. Periodic performance assessments of employees. Record and report on support metrics. Accurate and timely escalation of issues to Development, Oracle, IT that support cannot fix, i.e. software bugs, server, database issues etc. Pro-active monitoring of the OmniX application in the area of site performance, processes and capabilities.  Act on issues as discovered.
Please send mail replies to – Swati Gupta – swati.gupta@acs-inc.com
Internal Job Posting Process Who can apply?            Employees who have completed one year in ACS and have above skills for this position can only apply for this position Pl. send your resume along with an approval from your reporting manager to email ID of concerned Recruiter as mentioned above. And upload your application against above mentioned requisition accordingly; Infobank -> HR Self Service -> Staffing Self Service -> Taleo Internal Career Opportunities>   Last date of receiving applications -   Referral Method • Log in to Info Bank. • Select HR Self Service from the Home Page. • Select Staffing Self Service. • Click Taleo Internal Career Opportunities. • Search for jobs selecting the appropriate criteria • Click once into the Job Title that you would like to refer a friend to • Click once   Please visit NamasteACS for detailed documentation of the referral program & policy document [My ACS >> Human Resources >> Employee Referral  Policy]   Talent Acquisition & Staffing