Job expirat
he Capacity and Reporting Analyst will be responsible for reviewing, analysing and
evaluating performance of systems platforms and generating reports whilst working with operational personnel to determine optimum configuration of the client infrastructure. This role will be required to communicate with the service delivery manager, technical account manager and the client to implement a capacity plan and make forecast recommendations for capacity requirements. In addition responsibility for reporting on all aspects of the client will be required.
DUTIES & RESPONSIBILITIES
The Capacity and Reporting Analyst shall provide the following to the customer;
* Achievement of high customer satisfaction;
* Be helpful and consistent in their support to nominated customers;
* Keep up to date with all relevant processes. Understand the service being provided against the SLA, to ensure compliance. Escalate any degradation of service or areas of customer dissatisfaction to the Service Support Manager and Service Delivery Manager;
* Demonstrate a good understanding and appreciation of the technical products and environments in use and maintain awareness of new developments;
* Communicate with Internal and External resolver groups;
* Be an ambassador of Xerox at all times;
* All other duties as assigned;
* To translate business needs and plans into capacity and performance requirements for services and IT infrastructure, and to ensure that future capacity and performance needs can be fulfilled.
* To manage, control and predict the performance and capacity of operational services. This includes initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets;
* Process Objective: To manage, control and predict the performance, utilization and capacity of IT resources and individual IT components:
o Provide monthly reports on the above together with trend analysis
* Modelling capacity forecasts using systems and business metrics;
* Managing workload assignments across environment achieving optimal performance;
* Performing second level problem determination using monitoring and data collection tools in capacity related disciplines;
* Analysing performance data identifying bottlenecks and recommending alternative resolutions;
* Producing ad hoc resource usage reports and analysis;
* Working closely with applications teams.
A broad understanding of technology is expected with a further expectation that the individual will have worked in an IT role for at least 2 years prior to taking up this role.
Strong skills and experience in the following areas, preferably with associated vendor certifications:
* Advanced experience with Microsoft Excel and able to manipulate data using Excel commands;
* Experience in Capacity planning;
* Knowledge of Nimsoft desirable;
* Awareness of web based technologies
BEHAVIOURS
* Attention to Detail: Successfully completes tasks requiring deep attention to a high volume of detailed information; able to build quality process into one’s own work, such as knowing when to obtain a review of one’s work prior to final delivery; reviews work with focus on attention to detail to identify errors, omissions, and inaccuracies;
* Interpersonal, communication (written and verbal) and presentation skills: Effectively and efficiently gathers, understands, and clearly articulates both customer and internal requirements and expectations to desired outcomes; and effectively deal with a wide variety of personalities and work styles;
* Organization: efficiently manages time based on continual evaluation of priorities; meets deadlines with high quality deliverables reflecting complete understanding of expectations; able to multi-task;
* Character: Strong desire for accountability and responsibility; commitment and willingness to challenge self and to learn and develop; takes initiative to propose ideas and solutions to problems; passionate about one’s work and takes pride in one’s work; understands the importance of teamwork;
* Demeanour: Consistently maintains calm demeanour in a fast-pasted, high pressure environment; able to maintain control with confidence and ease, while remaining flexible amongst the changes in a growing business;
* Intellectual Curiosity: Strong desires to learn the business; highly motivated and takes initiative to develop self professionally; seeks and recognizes the value of constructive feedback;
* Passion for in depth data analysis and desire to query anomalies to identify a cause of said anomalies;
* Excellent customer skills;
* Possess broad technical knowledge;
* Proven experience of developing and maintaining customer relationships;
* Flexible in their hours of work in order to provide the required high level of service to the customers;
* Highly motivated, and committed to achieving goals;
* Tenacious;
* Ability to apply acquired job skills and company policies and procedures to complete assigned tasks;
* Ability to completes tasks in resourceful and effective way.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
