Information Management Senior Specialist - Fort Washington, PA(
# Job Number:
14014896)
## Primary Location
United States-Pennsylvania-Fort Washington
##
Description
**Information Management Senior Specialist**
**Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.**
**80% **
**Essential Technical Criteria**
**Provides complex technical support for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, remote access technologies, and administration tasks.**
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* Oversees and performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.**
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* Oversees and performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.**
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* Oversees and performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs.**
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* Provides complex technical input to the End User Computing Services (EUCS) team and assumes a primary role in selecting and utilizing appropriate tools and techniques for timely service delivery.**
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* Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.**
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* Modifies login scripts, configures security for users and groups, sets up and trouble-shoots shared printers, installs and trouble-shoots remote access PCs and modems. **
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* Acts as a technical liaison with user groups and other IT partners for technical standards, strategies, systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical standards, strategies, policies, issues and products.**
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* Acts as a technical expert in the design and implementation of technical standards management processes including, evaluation, integration testing, roadmaps and policies.**
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* Acts as a technical expert in the design, implementation and support of desktop management processes including security, remote control, asset tracking , software distribution, configuration and image management**
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* Manages project timelines, resources, and budgets as assigned.**
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* Responsible for partnering with the business units they support to understand the business impact of desktop technology standards, strategies, policies and support issues.**
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* Responsible for the analysis, design, and implementation of desktop solutions to fulfill business unit requirements.**
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* Oversees and performs the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition.**
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* Responsible for project analysis, design, coordination and planning for all technical components within desktop related projects.**
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* Oversees the coordination of schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment**
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* Demonstrates creativity and initiative in problem solving; instills these qualities in the EUCS team.**
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* Oversees the optimization of performances by gathering statistics, benchmarking performance, and recommending and implementing solutions for business units.**
** 15% Complex Technical Documentation/Administrative Tasks**
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* Technical documentation of hardware/software additions or changes.**
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* Updates of inventory additions and changes to the inventory database.**
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* Updates and closures of trouble tickets and service requests.**
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* Trains and supports Analysts at all levels, as needed.**
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* Timely labor hour input for billing and management.**
** 5% Training requirements.**
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* Keeps up-to-date advanced technical skills and knowledge of vendor offerings.**
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* All other duties as assigned.**
**Note: Percentages may vary depending on job responsibilities.**
** Essential Performance Criteria**
**Communications**
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* Frequency, Timeliness, and Clarity- responsive, thorough and appropriate in number and duration given the assignment, project or client’s needs. Direct and to the point, avoiding “wordiness”.**
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* Scope – contains all relevant information and viewpoints, well thought-out and presented in a format that is easy to understand.**
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* Judgment - Willingness to do “what’s right” even in the face of aversion, question, or differing opinions. Know when to keep comments to yourself.**
** Relationships**
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* Attitude – confident, friendly, helpful, sincere and positive.**
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* Professionalism – courteous and tactful in all interactions, utilizing common sense, integrity and good judgment.**
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* Respect – listening skills are appropriately used. Praise and reward other’s successes and accomplishments.**
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* Courage – confront difficult situations promptly that affect our cast, leadership or customers, and do so in a positive, non-threatening way.**
** Risk Taking and Decision Making**
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* Responsibility - appropriately research issues and make timely decisions. Take ownership even if a wrong decision is made. Thrive on risk, but minimize to an adequate level. Don’t become paralyzed by analysis. Be fiscally responsible.**
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* Innovation - think strategically and beyond the bounds of what is already being done.**
** Productivity**
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* Time Management– manage time appropriately to meet deadlines and commitments. **
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* Organization – keep work area neat and free from clutter. Be efficient in your work files and organize so you, and others, can easily locate items.**
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* Output – produce work assignments safely, quickly and efficiently, and with a high degree of accuracy; all requiring minimal supervision.**
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* Flexibility – anticipate changes in work assignments, allowing for unknown factors or influences. Manage stress appropriately.**
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* Project management - manage multiple concurrent projects.**
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* Initiative – seek out learning opportunities; continuously increasing technical and professional skills.**
**Qualifications**
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* 5+ years of progressive experience in the technical desktop environment.**
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* Advanced knowledge and understanding of Windows desktop operating systems.**
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* Advanced knowledge of the Windows Server Operating System (Windows 2000) and the ability to perform domain related administrative tasks.**
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* Advanced knowledge of server based systems**
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* Advanced knowledge and understanding of networking environments, concepts and technologies including DNS, Active Directory, and WINS.**
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* Intermediate knowledge of communication protocols.**
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* Intermediate knowledge of PC-to-Mainframe access.**
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* Advanced knowledge of LAN based E-mail systems (e.g., Outlook, M/S Exchange).**
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* Advanced knowledge of remote access technologies including Windows Dial-Up Networking, Broadband Services, Published Applications and modems.**
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* Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems (Win95, WinNT, Win2000, WinXP, Windows 2007) and office automation software, with expert level knowledge in at least one area of specialization.**
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* Advanced ability to perform complex troubleshooting and analysis Microsoft Office Suite of software including versions 2007 and 2010.**
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* Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.**
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* Intermediate scripting capabilities**
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* Advanced ability to perform advanced system administration tasks including performance tuning and capacity planning for optimal performance and availability.**
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* Intermediate knowledge of functional testing, software conflict resolution, and documentation**
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* Advanced ability to utilize logs for problem determination.**
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* Creativity and superior problem solving skills that leads to effective solutions to complex and varied problems.**
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* A demonstrated ability to encourage and model positive cross-team partnerships.**
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* Demonstrated technical leadership.**
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* A desire to mentor and provide “on the job” training for junior analysts.**
** Preferred Qualifications**
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* College degree in Business or Computer Science**
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* Microsoft Certified Systems Engineer (MCSE)**
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* Medium sized project leadership experience with 2 or more direct reports**
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* Budget and financial analysis experience**
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* Advanced knowledge and understanding of ICA and RDP**
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* Citrix Certified Administrator (CCA)**
** If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.**
**May perform one or more of the following:**
**Operates data communication systems, including LANs and/or WANs.**
**Plans, designs and implements networked systems, including configurations, and supports/troubleshoots network problems**
**Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.**
**Designs, analyzes, plans, and modifies network components supporting customer communication implementation activities.**
**Develops and evaluates network performance criteria and measurement methods.**
**Prepares the analysis of the capacity needs for switching, routing transmission and signaling.**
**Conducts network architecture design, feasibility and cost studies.**
**All other duties as assigned.**
**ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com.**
*Primary Location:* United States-Pennsylvania-Fort Washington
*Req ID:* 14014896