Data Operations Technician

Company Description

Vestcom is the industry leader in technology-driven shelf-edge solutions for Retailers and CPGs. Our data-integrated media solutions drive sales and loyalty, engaging shoppers where it matters most – the point of decision. Our patented innovation has been trusted by top retailers for more than 30 years to drive productivity and profitable growth. For our growing team of over 1000 employees, Vestcom offers the stability of an established company with the entrepreneurial spirit and fast-paced environment of a start-up.

Vestcom’s core values are at the heart of our organization, representing our fundamental beliefs and serving as our guiding light in for how we conduct business and interact with each other.

• OUR TEAMS - Our colleagues and our client define our team.
• OUR INTEGRITY - Our colleagues and clients rely upon us to deliver.
• OUR INGENUITY - Our colleagues and clients look to us for unique solutions.
• OUR PERFORMANCE - Our colleagues and clients team with us to win.

Vestcom is a standalone business unit of Avery Dennison, a Fortune 500 leader in materials science and packaging materials. Learn more at www.vestcom.com.

Job Description

Opportunity

The Data Operations Support Technician’s role is to act as the first point of contact for all support issues that are channeled through Data Operations. They are responsible for capturing base line data (username, client name, detailed description of issue, email address, phone # and priority) and investigating/resolving simple production issues within established SLAs (or escalating to Tier 2, if needed). In addition, this position is responsible for receiving files; preprocessing files; creating PostScript files; transmitting PostScript files to Vestcom print centers and maintaining Data Operations. 

►   Key Areas of Responsibility

• Field incoming requests via telephone, e-mail and/or support tools to ensure courteous, timely and effective resolution of support issues.
• Capture base line information: username, client name, detailed description of issue, email address, phone # and priority.
• Prioritize and schedule issues. Escalate issue(s) (when required) to Tier 2.
• Record, track and document the issue/request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by Vestcom.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to issue requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Receive incoming data for processing; identify errors and make necessary corrections or refer to appropriate party for corrections.
• Maintain production schedules for all work processed on production servers; perform production in an efficient and timely manner.
• Monitor systems and processes to assure integrity of production files and output.
• Aid departments with special requests, outputs, or problems with respect to reports or special production runs, answer questions from other departments regarding processing of data.
• Perform special projects as required, including test runs of new programs.
• Interface with outside departmental staff to correct deficiencies as it relates to data processing and to determine the department's needs and objectives.
• Coordinate assigned activities with other departments to ensure that all work is done in a timely and accurate manner; review documents with departments to verify accuracy of data.
• Assist with data entry and computer operations as necessary.
• Assist with label setup team when necessary.
• Support the backup/disaster recovery planning and implementation process.
• Perform tests, make corrections, retest, and verify data accuracy. Monitor performance of programs after implementation.
• Must be able to provide data center service/support to operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.
• Other duties as assigned by management.
• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Qualifications

►   Key Qualifications

• Associate degree in Computer Information Systems, Computer Science, or related field from two-year college or technical school required; or at least one-year related experience and/or training and a High School degree; or equ