The MPS Data Collection Specialist (DCS) manages the Data Collection Infrastructure components that enables the delivery of Managed Print Services to our customers.
Responsible for the Data Collection Infrastructure setup during the contract implementation phase.
Responsible for the Data Collection Infrastructure availability and performance during the MPS contract execution phase.
Consulted by the Customer Focused Team at various moments in the steady state of the MPS contract.
Works closely with the customer facing teams – MPS Services Operations, GEO TOMs and Worldwide Technical Operations.
Executes standard processes as defined and communicated by Worldwide Technical Operations.
Contributes to and helps improve the Worldwide Best Practices in Technical Operations acting as Primary Point of Contact for accounts in steady state.
Roles, Responsibilities, and Authority:
To implement Back and Front Office Infrastructure:
Implement the Data Collection Infrastructure solution as designed by the Geo Technical Operations Manager.
Ensure that the proper Secure Customer Connection (SCC) components are in place and ready for use.
To maintain and monitor the Back and Front Office Infrastructure: Monitor, maintain, troubleshoot and administer the Data Collection Infrastructure by ensuring that all the required customer data is received. This includes but not limited to:
On-going monitoring and regular exception handling for all data elements needed to deliver Lexmark managed services. Examples would include ensuring that the data collection environment is collecting required page counts and device alerts to support regular customer billing and proactive services such as Consumables Management. Support these processes from a L1-L2 perspective, escalating to WW and/or geo teams as needed according to process.
Serve as L1-L2 support for the underlying system infrastructure used in the day-to-day delivery of data collection services. Serve as the front-line triage and restoration team for the infrastructure, escalating to the WW SME’s and/or Lexmark IT as required.
To identify opportunities for changes and improvements within the Data Collection Infrastructure area: Because the DCS is responsible of the Steady State activities execution, we are expecting the following to happen:
Identify opportunities for improvements
Identify and report negative trends and recurring anomalies to WWTO.
Articulate benefits and suggest action plan to WWTO for review.
Manage transformation projects per WWTO guidance.
Key deliverables & Metrics:
Data collection infrastructure uptime.
Number of LDCM instances, accounts and assets under control.
Operational metrics, incl. number of tickets processed / resolved, and time spent to resolve.
Education & Experience:
Bachelor/Master's Degree in Information Technology
1 to 3 years experience with:
Printer is an advantage.
1 to 3 years experience and demonstrated success in a customer facing role.
Competencies and Skills:
General (transversal) competencies:
Excellent oral and written communication skills
Intermediate to Advanced skills using standard office productivity tools (Microsoft Office Suite including Visio)
Successful candidates will have demonstrable experience working in a small team environment with a minimum of direct day-to-day direction
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