About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Overview:
The CTC Analyst is responsible for supporting customer conversions to CTC and providing back-office support for contract setup, tax configuration, billing, and presentment processes. This role works directly with new customers and collaborates with conversion teams and Services Billing partners supporting existing customer conversions. The CTC Analyst also serves as a focal point for complex issue resolution and escalations while ensuring accurate billing configurations, prebilling controls, process documentation, and compliance.
Why Join This Team:
- Gain hands-on experience in CTC conversion, Services Billing, contract setup, and prebilling operations
- Work closely with customers, conversion teams, Services Billing partners, and cross-functional stakeholders
- Develop expertise in billing processes, contract administration, tax configuration, and customer data
- Handle complex operational issues and contribute to root cause analysis and process improvements
- Strengthen analytical, problem-solving, communication, and stakeholder management skills
- Contribute to billing accuracy, revenue assurance, compliance, and operational efficiency
What You Will Do:
- Support CTC conversion for billing, presentment, and CTC-CMT processes for new and existing customers
- Research and select customer invoice preferences for new and existing contracts
- Resolve Oracle CTC issues through investigation, root cause analysis, escalations, and ticket workflows
- Investigate contracts and customer data, test potential solutions, and produce Oracle queries and data exports
- Configure tax exemptions, including partial tax requirements
- Ensure proper legal linkage of CHI Customer Numbers and accurate customer information in CTC
- Complete CTC setup requirements for CLIN, Rate Cards, EDI, and Client Data
- Lead workflow activities related to consolidated billing, bill-by-date, credits, and additional billing
- Act as a CTC/CMT application SME and work with business partners and customers to define conversion requirements
- Review and clear error messages, process corrections and transactions, and support Message Queue and Presentment activities
- Serve as a focal point for complex issue resolution and provide backup support for FLMs
- Support prebilling controls by reviewing variable charges and collecting and validating meter reads
- Prepare and submit accurate billing packages based on customer and contract requirements
- Maintain the Billing & Reporting Data Repository
- Create and update SOPs and process documentation
- Support audit compliance and participate in best-practice sharing and team engagement initiatives
What You Need to Succeed:
- Bachelor's degree preferred
- 3+ years of billing experience in a corporate or financial setting is desired
- Strong Microsoft Office skills, particularly Excel, PowerPoint, and Word
- Fluent English with strong written and verbal business communication skills
- Strong customer support and stakeholder engagement skills
- Ability to communicate confidently with customers, partners, and internal stakeholders
- Strong attention to detail and ability to manage multiple priorities under pressure
- Strong critical thinking, problem-solving, negotiation, and mediation skills
- Data analysis capability and experience supporting operational reporting
- Knowledge of Oracle CTC, CTC/CMT applications, or XSITE-to-CTC conversions is an advantage
- Knowledge of Services Billing processes, contracts, tax data tools, and customer hierarchy is an advantage
- Strong teamwork and ability to take initiative in a fast-paced operational environment
- Ability to guide associates and promote process consistency
- Ability to manage complex processes and performance measures
- Willingness to support North America/US time zones and holidays
- Flexibility to work varying schedules based on business needs
How We Set You Up for Success:
- Hands-on exposure to CTC conversion, Services Billing, contract administration, and prebilling processes
- Opportunities to develop expertise in billing and customer-facing operational processes
- Exposure to complex billing and customer issues requiring analytical problem-solving
- Opportunities to collaborate with cross-functional teams and business partners
- Experience supporting revenue assurance, billing accuracy, compliance, and operational excellence
- Opportunities to contribute to process documentation, best-practice sharing, and continuous improvement
- Supportive environment focused on collaboration, learning, and consistent process execution
