Public Sector Lockbox Operations Production Support Specialist I - 3rd shift
New Castle County, DE
Candidate will know or learn the production workflow for all operational processes from start to finish ensuring ability provide support where necessary from a technical, application or hardware aspect. Candidate will learn and understand the workflow and applications associated with the iTran and IBML high speed sorting and scanning machines; the workflow of the TMS, Parascript and any other applications that support the Public Sector Lockbox processing; the ECP process inclusive of cut-off, file management, transmission and escalation with the ECP support teams (service and Technology) and Federal Reserve Bank. Candidate will learn and gain a strong knowledge of the photo image management process and system utilized in Public Sector Lockbox as well as the Photo Image Quality system process inclusive of the color management process and application as well as the impact to the client. The candidate will be required to learn and manage the end of day extract and transmissions process for all Public Sector Agency clients. This requires knowledge of the Mainframe process and the active release of files and reports to the clients accurately and timely. This will also include the validation, audit tracking and reporting of all Public Sector Mainframe activities. The candidate should be able to document all technical, application and hardware related processes/procedures and train all levels of the operations teams that are supported by Production Support as well as new team members accordingly. This training could also extend to other cross-functional teams such as Technology. Support periodic audit reviews for team and related to hardware managed.
This position is a key support role within the Operation. The candidate will be required to manage technical defects and issues as first and second level support depending on the application/hardware. As such, the candidate will be expected to determine when incidents should be reported to Technology and Vendor support and to determine the appropriate reporting structure. The issue/incident will be managed by the Production Support team member from report to resolution. The candidate will initiate technical calls to address issues, conduct crisis management for said calls and properly follow the escalation framework. The position can possibly function in a matrix organization, and the candidate should be able speak with and collaborate with cross-functional units within the bank, including senior officials and decision makers. Candidate will be responsible for updating and reporting to the Management team regarding status, aging, and management of issues. The candidate will eventually become a subject matter expert in all technical (system application and lockbox hardware) areas of the Public Sector Lockbox division providing support directly to staff and management as well as working with internal and external support teams to resolve issues. This position requires a candidate who is skilled in developing and creating status and incident reports (automated in some cases) in Excel, Word, Power Point and possibly, Access. Key Challenges (What is the Work/Market Environment): The working environment is:
Challenging and fast-paced, requiring the ability to work and solve problems independently.
Deadline driven in order to meet the delivery dates defined both by clients and internal processes.
Multi-faceted and constantly changing, with management of multiple product tracks often changing scope and priority, frequently without the aid of static technical requirement documents.
The work challenges are:
Interfacing with cross-functional groups to ensure deliverables are met as it relates to the Ops environment.
Act as a liaison with internal and external cross functional partners including vendor support.
Initiating and Implementing process reengineering/improvement when identified.
Initiating, Identifying, tracking, communicating and assisting in the resolution of system and operational issues.
Initiate/Lead/Participate on key conference calls.
Interact with vendors, managing installations, testing, and validation for machines and applications
-Bachelor's degree or equivalent work experience required
-2+ year experience in Production Support, Application Support, Business Analysis, or Project Mgmt. Preferred
-Manage IBML Scanner, NCR iTrans, and other operational hardware as needed.
-Knowledge of Public Sector Lockbox Operation, is a plus Strong leader and results oriented
-Strong written and verbal communication skills Strong interpersonal, analytical, and problem solving skills Ability to implement process improvement strategies Proven ability to manage multiple tasks Must be able to adapt to change and provide support in a fast paced environment
-Multi-tasking and assertive with high energy
-Ability to quickly grasp operational processes and change History of success working in a team environment, sometimes cross shift/site
-Ability to work independently and be a self-starter Strong documentation skills: reports, meeting minutes, notes Ability to communicate technical specs and solutions to a non-technical audience -Highly PC literate Intermediate to advanced knowledge of Excel (will be creating spreadsheet, pivot tables, formulas), MS Word, PowerPoint. Knowledge of Access and Visio would be a plus. Excellent prioritization capabilities Flexible with work schedule with capability and desire to provide support on short notice, either on-site or via remote.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US
Time Type :Full time
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