OTC CTC Analyst

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 role is a focal point for the support of CTC Specialists and other customer escalations.

Functional / Technical Competencies:

• Fluent English; clear written & verbal business communication; confident interactions with partners/customers.
• Strong communication, customer support, stakeholder engagement; team and action-oriented self-starter.
• Attention to detail; ability to manage multiple priorities and maintain performance under pressure.
• Critical thinking, problem solving, negotiation/mediation; data analysis capability.
• Proficiency in Microsoft Office (Excel, Outlook, Word); strong Excel/Access for operations, reporting, and MQ&P analysis.
• Oracle CTC knowledge; XSITE→CTC conversions; CTC/CMT application SME capability.
• Domain knowledge: Services Billing processes/contracts; tax data tools (MCKB, Way Cool Tool); CHI customer hierarchy.
• Leadership/coaching strength; ability to guide associates and drive process consistency as an MQ & Presentment focal/lead.

Key Responsibilities:

• Conversion & preferences: Support CTC conversion for billing/presentment/CTC CMT; research & select customer invoice preferences (new & existing contracts).
• Issue management: Resolve Oracle CTC issues; perform root cause analysis; handle elevations & ticket workflows (Backoffice DL / MPS BI feedback).
• Research & tooling: Investigate contracts/data; test theories/solutions; produce Oracle queries/data exports; streamline reporting.
• Tax & set up: Configure tax exemptions (incl. partial tax); ensure legal linkage of CHI Customer Numbers; capture Department/Attention references in CTC consumable fields; brief technical teams on tax requirements.
• CTC configuration: Complete set up for CLIN, Rate Cards, EDI, Client Data; lead workflow tasks (consolidated billing, bill by date, credits, additional billing).
• SME & collaboration: Act as CTC/CMT application SME; work closely with business partners/customers to define conversion requirements (Specialist—Exempt/Non-Exempt).
• Contract admin & MQ&P: Review/clear error messages; process corrections/transactions; complete message queue & presentment activities as needed; serve as focal for complex issue resolution; act as backup for FLMs.
• Prebilling controls: Disposition variable charges; collect/validate meter reads; prepare/submit accurate billing packages; maintain Billing & Reporting Data Repository.
• Documentation & compliance: Create/update SOPs; ensure audit compliance; drive best practice sharing & team engagement initiatives.

Key Outputs / Tangible Results:

• Accurate contract/data/tax configurations in CTC; synchronized MCKB → CTC flows.
• Timely resolution of error messages/elevations; improved billing accuracy; fewer rejections.
• Validated meter reads and complete billing packages meeting customer/contract specs.
• Up to date SOPs/process documentation; streamlined reporting & stakeholder visibility.
• Audit compliant MQ & Presentment execution; consistent process adoption across teams.
• Enhanced invoice collectability and end to end operational efficiency across conversion and run operations.

Organizational Strategies & Objectives:

• Revenue assurance via robust prebilling and contract/tax set up controls.
• Operational excellence through data integrity, automation, continuous improvement, and disciplined MQ&P execution.
• Compliance with billing policies, audit requirements, and contractual obligations.
• Customer satisfaction & retention through faster issue resolution and accurate presentment.
• People effectiveness by coaching, best practice sharing, and consistent execution across associates.

Relevant Credentials:

• Bachelor’s Degree (preferred)
• 3+ years billing experience in corporate or financial setting (desired)
• Strong MS Office skills (Excel, PowerPoint, Word)

Role Considerations:

• Willing to support North America/ US Time and Holidays
• Flexibility of working schedules as the role will require on a per need basis
• Adaptability to resource/operational challenges and matrix collaboration.
• Ability to manage complex processes and performance measures