Production Support Analyst

Application Deadline: 2 May 2025

Department: Accessibility - Production

Employment Type: Full Time

Location: Potsdam, New York

Reporting To: Aimee Ubbink

Compensation: $50,000 - $60,000 / year

Description

We are seeking a dynamic individual for the position of a versatile analyst with an innate passion for investigating process enhancements and functional optimizations. The ideal candidate should possess an acute attention to detail, ensuring accuracy, focus, and thoroughness in all endeavors. Highly organized, they must adeptly manage project requirements of varying scales while adhering to timelines. Collaboration is key as this role requires a team-oriented approach, while the ability to work independently is valued. Self-discipline is crucial for effective time management and project control. Adaptability is a must, embracing change as an opportunity for growth, utilizing their curiosity and problem-solving skills to innovate and explore creative solutions. We welcome candidates who exhibit an insatiable curiosity, an eagerness to learn new techniques, and a knack for thinking creatively when faced with challenges. 

Key Responsibilities

• Be knowledgeable of alternate format rules, guidelines and standards in adherence to industry, governed, and Crawford Technologies standards. 
• Be knowledgeable of Accessible PDF WCAG and ISO 14289-2 specifications. 
• Be knowledgeable of proprietary software, ICF, INI, and file processing.
• Maintain a high level of technical skill by learning new products and diagnostic tools. 
• Primary contact for addressing and correcting operational application processing errors or failures ensuring customer SLA’s are met.
• Resolve immediate DAS application issues by obtaining information, identifying the problem, and utilizing available tools and resources.
• Log issues in the Bugs Queue board to communicate application changes or bugs that might require a project change request (PCR) to ACE Services and keep the production team updated. 
• Provide knowledge transfer to the production team as required.
• Obtain authorization from the DAS QA Analyst when application changes have been made, prior to production launch.
• Assist the DAS QA Analyst in maintaining version control for applications and CTI transforms on DAS test and production servers. 
• Become the Dashboard first line of triage for production and work closely with the PRO Conductor team and DAS QA Analyst for production live applications.

Skills, Knowledge and Expertise

EXPERIENCE

• Experience with research and testing, an asset
• Customer relationship experience 
• Knowledge of alternate format industry standards, an asset
• Knowledge of alternate format requirements (Braille, Large Print, Audio, & E-Text, Accessible PDF, and Accessible HTML)
• Knowledge of WCAG Guidelines and PDF/UA Standard
• Understanding of alternate format production, an asset
• MasterOne application design (AccessibilityNow Transactional)
• AccessibilityNow Designer, AccessibilityNow Publisher, AccessibilityNow Remediate
• Rexx, Python knowledge, an asset
• Print stream knowledge
• ICF creation, maintenance
• Strong Analytical Skills
• Previous programming experience required

EDUCATION

• Typically requires a BA/BS or equivalent or a minimum of 5+ years of experience in a technical field are preferred.

What's in it for you?

• Be part of a growing company and team. 
• Competitive salary (Commensurate with experience and position and eligible discretionary bonus) 
• Excellent benefits
  • Medical
  • Dental
  • Vision
  • Short Term Disability
  • Long Term Disability
  • Group and Voluntary Life
  • Sick Time Pay
  • Vacation Pay
  • Holiday Pay
• Be part of a rapidly growing software company

 How long will the role be open for? Until filled!

Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications.

We thank all applicants for their interest in joining our team. Those short listed will be contacted.

Should you need any assistance in the application process, please contact csteinbock@crawfordtech.com.

 Note: This job description is to be used as a guide for accomplishing company and department objectives and is not intended and should not be construed to be an all-inclusive list of responsibilities, skills, efforts or working condition associated with a job. Manag