Implementation Analyst (Retail Promotion Planning Application)

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

Position Summary

The primary duties of the Application Specialist - Web North America is to be a point of escalation for all IDC projects related cases and a point of contact for client inquiries, requests and issues raised via telephone, email, and web. The Application Specialist - Web will diagnose and troubleshoot software and data related issues. The Application Specialist - Web will raise customer inquiries, priorities, document, analyze, troubleshoot, and resolve client issues within the established incident management process and scope, escalating the call to the appropriate support group when required.

Responsibilities

• Under minimal supervision, respond to and research and resolve moderately complex issues with internal applications/systems and/or databases.
• Serve as the first point of contact via phone, email, and chat for the customer regarding software/product questions and issues.
• Incident Ticket Analysis, troubleshooting and Resolution and audit functions task execution 
• Identify the RC, Document the RCA, and submit for review (Team Lead) and approval (Manager)
• Automation to simplify the steps involved in the Preventive maintenance of the systems.
• Centralized Script development for automated Scheduled maintenance to ensure the right version of software/patches applied across all the systems.
• Technical solution mapping for issues identified while working on any specific incident and documenting the approach.
• Devise, maintain, and manage technical documentation for the customer.
• Contribute to effective Knowledge management by authoring articles, solutions, and best practices.  
•  Provides input to peers, management and customers for recommendations and alternate solutions and/or improvements.  
• Document support issues and solutions.  
• Prepares time estimates for all phases of technical support projects. 
• Performs other related duties and participates in special projects as assigned.

Qualifications

• Bachelor degree in discipline related to functional work or role with 3-5 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Application tool skills- HTML, ViewJS, jQuery, C#, .NET, T SQL, SQL Server Management Microsoft Windows, MAC, or other technical tools in completing assignments.  
• Process knowledge & skills- Basic understanding of DevOps process, Coding standards, IT Security compliance and best practices
• Able to demonstrate ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job. 
• Must be able to recognize anomalies and critical situations and respond appropriately.
• Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at level of detail required to resolve issues of moderate complexity.
• May require knowledge of or ability to quickly learn specialized software to complete work assignments.  
• Requires very good communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
• Must be able to proactively listen to others to understand issues and situations.  Must be able to clearly articulate business needs to both internal and external customers.

Additional Information

The national pay range for this role is $62,800 to $111,400 / year. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

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RRD is an Equal Opportunity Employer, including disability/veterans