Title : Production SupportLocation : Overland Park, KSDuration : 6 - 12 months+Major ResponsibilitiesEnsemble Applications Monitoring, (performance/job and general verification of proper processing and operation). Uses a full understanding of industry practices and company policies and procedures to resolve a wide range of non-routine problems in imaginative and practical ways. Daily health reporting (responses to found issues would fall into other categories). Recommends corrective action regarding nonfunctioning electro/mechanical equipment or software applications (Unix/Linux). Analyzes situations of diverse scope by reviewing a variety of factors and demonstrating good judgment in selecting methods and techniques for obtaining solutions. Support of migrations/outages and warranty of said items. Handles situations which may require adaptation of response or extensive research according to customer response. Maintains log of problems so that recurring problems can be reported to product development. May orient, train, or check the work of lower level employees. Reports to Supervisor or Manager, Product Support. This is a multi-incumbent position.Perform issue management and Production Support activities for system issues that arise and impact customer experience or business operations for brands.Work closely technology vendors to prioritize and drive resolution of system issuesProactively identify patterns of systems issues and their overall impact on customers and business partnersAssist users in diagnosing and resolving issues that arise during the operation of custom software applications.Identify gaps in current issue management processes, make enhancementsIdentify and engage appropriate stakeholders to assess severity of impact and resolutionIdentify, document, and communicate system enhancement opportunitiesEnsures timely completion of root cause analysis and action itemsWork with cross functional teams to ensure systems issues are accurately represented and mitigated Develop and publish regular status reports and presentations for diverse audiences (including senior management)Some travel and after hours (evenings/weekends/holiday) support will be required Minimum Qualifications Bachelor’s Degree3+ years of related professional experience3+ years of Operational Analytics or Production Support experienceProficient in MS Excel and PowerPointExcellent communications (written / oral) and interpersonal skillsStrong facilitation and meeting management skillsAbility to work well in a fast paced, high pressure environment Basic qualifications include:• Reporting experience (SQL) • Data analysis experience
