Enterprise Support Services - Project Coordinator

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

Coordinate and manage projects associated with service delivery.  Interact directly with both internal and external resources overseeing transition of support to/from Enterprise Support Services.  Lead project transition activities for identified application or service.  Ensure adherence to all audit requirements including the identification of enhancement to corporate toolset to improve service deliverables.  Provides support across a broad range of technologies and liaises with multiple areas of the business to provide technical support for our end users.  Communicates effectively with the ability to explain solutions in technical and nontechnical terms. Identifies and implements enhancements to end user support processes and solutions.

Responsibilities

• Manage all aspects of support projects, including project planning, execution, timing, functionality, quality and cost. 
• Utilize leadership skills to direct others and resolve issues so that project goals are met.
• Accurately prioritize projects/incidents based on severity, urgency and impact to the business.
• Provide reports to management tracking all projects until successful implementation, highlighting any risks.
• Works with support partners/clients to provide guidance and recommendations to application/infrastructure support in an effort to increase first call fix rate/call avoidance.
• Defines key services, resolve issues with the service delivery process and mentor internal staff and contracted vendors.
• Work with external vendors and internal staff to promote standards in support of RR Donnelley’s Corporate Security Policy.
• Coordinate and participate in the testing of new technology. 
• Develop and provide content for Knowledge Base that end users can access for information and self-serve problem solving.
• Ensure compliance to corporate standards and policy surrounding security and participate in audits as required. 
• Provide necessary training to support partners, staff and end users on corporate toolsets and fulfillment processes.
• Collaborate with partner support teams/vendors to deploy, troubleshoot and decommission various technologies (functionality, network/server equipment, video conferencing, etc.)
• Required to provide 24 x 7 on-call support on a rotational basis.
• Travel to various locations to provide necessary support or receive training.

Qualifications

• Bachelor degree in discipline related to functional work or role with up to 2+ years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Knowledge of endpoint software such as MS Windows OS, MAC OS, Microsoft Office, Google Suite of Applications
• Base knowledge of ServiceNow or other ITSM toolset
• Requires good communication skills, both verbal and written.  Able to communicate effectively with diverse groups of people when completing work assignments.

Desired Requirements:

• Excellent customer service skills and effective communications via in person, phone, chat or email
• Strong teamwork ethic
• Highly organized with excellent time management skills
• Familiarity with ITIL/ITSM
• Thought leadership surrounding issues and observations in the environment
• Initiative, autonomy and a strong sense of urgency
• Ability to understand business drivers and subsequent alignment of IT efforts

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, adoptio