OTC Order Management SME & Lead

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.

Overview

The Order Management Analyst – SME/Lead ensures high-quality, policy-compliant processing of customer orders across the Order-to-Cash (O2C) lifecycle. This role serves as the subject matter expert and first-level escalation point for complex or high-impact transactions, including pricing configurations, product mapping, and tables management.

Working closely with Sales, Pricing, Finance, Supply Chain, and downstream teams, this position protects revenue, strengthens data integrity, and ensures seamless order execution from intake through fulfillment and billing readiness.

• Competitive compensation and performance incentives
• Flexible work arrangements supporting work-life balance
• 401(k)/RRSP matching (where applicable)
• Professional development and internal mobility opportunities
• Inclusive culture grounded in Diversity, Inclusion & Belonging

What You’ll Do:

• Process and validate complex customer orders, including installations, modifications, cancellations, and financial updates
• Perform advanced pricing verification, product mapping validation, and contract alignment reviews
• Maintain and validate critical tables (e.g., MAPIII, SSB, SOE, APEX, JIT, CMS Pricing) to ensure system and billing readiness
• Lead troubleshooting and root-cause analysis for high-value or escalated orders
• Coach team members, support onboarding, and reinforce standard operating procedures

What You Bring:

• Advanced knowledge of end-to-end Order-to-Cash processes and downstream financial impacts
• Strong ERP proficiency (SAP, Oracle, APEX or similar) with understanding of system integrations
• Analytical and critical-thinking skills to identify root causes and prevent recurring defects
• Clear, professional communication skills across cross-functional stakeholders
• Commitment to accuracy, documentation discipline, and internal control adherence

What You’ll Deliver:

• Accurate, audit-ready order records and properly configured pricing/tables entries
• Reduced rework, pricing errors, and contract misalignments
• High first-pass yield and adherence to turnaround time (TAT) targets
• Improved stakeholder confidence through proactive communication and issue resolution
• Data integrity that supports fulfillment, billing accuracy, and revenue assurance

How You’ll Drive Impact:

• Protect revenue by preventing order, pricing, and configuration defects
• Strengthen internal controls and governance across Order Management operations
• Improve workflow efficiency through defect analysis and continuous improvement initiatives
• Enhance Sales and customer experience through reliable, predictable order execution
• Elevate team capability by serving as a technical resource and mentor

What You Need to Succeed:

• Bachelor’s degree in Business, Finance, Operations, Supply Chain, or equivalent practical experience
• 4–5 years of progressive experience in Order Management, Pricing, Tables, or O2C operations
• Hands-on experience with SAP, Oracle, APEX, or similar ERP/order platforms
• Strong Excel proficiency (lookups, validation, reconciliation)
• Familiarity with audit controls and policy-driven operational environments

Preferred:

• Exposure to Lean, Six Sigma, or continuous improvement frameworks
• Experience with BI tools (Power BI, Tableau) or basic SQL
• Experience automating reporting using Excel (Power Query, macros)

How We Set You Up for Success:

• Structured onboarding and knowledge transfer
• Clearly defined SLAs and quality standards
• Cross-functional exposure and leadership visibility
• Career progression pathways within GBS and Finance
• Collaborative, inclusive team culture

• Supports North America (U.S.) time zones and peak revenue cycles
• Operates in a fast-paced, deadline-driven environment
• Functions independently with sound judgment on complex exceptions
• Maintains audit-ready documentation and compliance standards
• May assist with queue distribution, workload balancing, and escalation triage