Production Support Specialist

About the Position :

Note the hours for this position are 11 : 00 AM EST - 7 : 30 / 8 : 00 PM Eastern Time

This is an in-office position, it is only virtual during current COVID-19 closures.

The Production Support Specialist monitors software applications, systems and hardware in the computer processing environment.

Identifies and resolves problems in a timely manner to meet service levels and standards for the job. Conducts test of hardware and / or software changes or changes to processes and procedures before implementation in the processing environment.

Basic skills with moderate level of proficiency. Has general understanding of processes, tools and practices in one or more technical processing environments.

Generally, performs multi-function tasks that tend to be of small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment.

Consults with senior peers on non-complex projects to learn through experience.

Responsibilities :

Production Monitoring & Reconciliation :

Co-ordinate and track all problem identification, status reporting, resolution and follow-up of Payroll Production, all financial & non-financial data transmissions at regular intervals throughout the day.

Clearing and settling transactions amounts through on-screen GUI and / or transmittal report verification. This may include manual confirmation of EFT & check recon currency totals with banks & third parties at regular intervals throughout the day.

Conduct data mining activity and manual report reconciliation as required.

Maintains the scheduling system and new / improved work procedures for the processing environment.

Monitors the applications, data transmissions, systems and hardware in the processing environment for abnormal processing conditions.

Incident Support :

Promptly resolve all data transmission and payroll processing issues and clear exception logs in accordance with established service levels.

This may include reproducing and / or redelivering file transmissions when necessary.

Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.

Review tickets for repetitive issues and collaborate with support teams to identify effective / sound solutions that will resolve these conclusively.

General Duties & Responsibilities :

Coordinates the testing of applications, systems, processes and procedures, hardware and / or software changes.

Analyzes and implements changes or additions to software systems and operations procedures.

Trains internal customers (employees) on changes, new systems or new procedures.

May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency.

Assists in the definition of external and internal customer problems and needs. Discusses expectations with customers.

May explain solutions directly to customers where appropriate.

Maintains the operations support disaster recovery / business continuity plans for the assigned processing environments.

Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing.

Completes project assignments and special projects commensurate with job expectations.

Performs other related duties as assigned.

Qualifications :

Typically requires up to 4 years of production / operations support or computer operations experience.

Bachelor’s Degree in computer science or information systems preferred.

Strong communication and organizing skills as well as possess the analytical ability to independently resolve routine problems.

Experience working with the following technologies : IBM Sterling Suite, SQL, Java, RHEL, WindowsOS, Data mapping (EDI, NACHA), Autosys, Tidal, UNIX and Oracle.