Application & Production Support Specialist

The Application & Production Support Specialist at RRD plays a crucial role in ensuring that applications, systems, and databases run smoothly. This includes troubleshooting issues with internal applications, conducting maintenance programming, backing up systems, and analyzing software deployments. Additionally, this specialist must conduct integration testing, document problems and solutions, and assist in developing recommendations for improvements.

To qualify for the Application & Production Support Specialist position at RRD, candidates should hold a bachelor's degree related to the job function, along with 3+ years of relevant experience. A strong background in ActiveBatch job planning, Globalscape EFT automation, SQL Server/SSIS, and ideally some exposure to C#/.Net is also beneficial. Experience with a ticketing system like ServiceNow and Google Suite proficiency is preferred.

At RRD, we believe in continuous growth and support our Application & Production Support Specialists with various development opportunities, including tuition assistance, workshops, and training sessions to enhance skills in software applications, maintenance programming, and customer management.

As an Application & Production Support Specialist at RRD, you'll work primarily with ActiveBatch for job planning and Globalscape for FTP automation. Familiarity with SQL Server and SSIS is advantageous, alongside a working knowledge of C#/.Net and tools like ServiceNow. You'll have the opportunity to engage with cutting-edge technologies that facilitate seamless deployments and integrations.

RRD's current salary range for the Application & Production Support Specialist position is between $67,800 and $105,800 per year. Factors such as location, skills, experience, and performance will influence where you fall within this range. Additionally, we offer a comprehensive compensation package, which may include bonuses or incentives.

When troubleshooting an application issue, my approach begins with gathering as much information as possible from the user to understand the context. I then replicate the problem in a test environment, if feasible, to identify the root cause. After pinpointing the issue, I document the analysis and resolution steps clearly before deploying the fix.

I have over two years of experience with ActiveBatch job planning, where I have set up complex job workflows to improve operational efficiency. My focus has been on building job plans that minimize downtime and enhance system reliability while ensuring that all job dependencies are managed effectively.

To ensure successful software deployment, I follow a structured process that includes testing in a controlled environment, creating detailed documentation of the deployment process, and planning for potential rollback scenarios. Communication with all stakeholders and team members at each phase is crucial for making deployment smooth.

Handling on-call support requires diligence and readiness. I maintain a detailed log of common issues and their resolutions, which helps streamline the process when being on call. During downtime, I ensure I am reachable, so if a critical issue arises, I can quickly mobilize to address it.

My experience with Globalscape EFT includes setting up automated FTP plans, configuring secure file transfers, and troubleshooting connectivity issues. I understand the importance of security measures and ensure that all FTP plans adhere to company compliance standards.

Documentation is pivotal in my workflow as it ensures knowledge retention, facilitates training for team members, and serves as a reference for recurring issues. I diligently document support issues, solutions implemented, and any maintenance programming undertaken to promote transparency and efficiency.

When faced with multiple issues, I prioritize them based on the impact on business operations and user experience. I assess urgency and severity, communicate with stakeholders to manage expectations, and tackle the most critical tasks first while keeping track of all ongoing issues.

In a previous role, I identified a recurring issue with system downtime that caused frustration among users. By analyzing the deployment process and establishing more rigorous testing protocols, I was able to reduce downtime incidents significantly, thereby enhancing overall productivity.

To communicate effectively with non-technical stakeholders, I focus on using clear and straightforward language, avoiding jargon when possible. I ensure that my explanations are concise and relate directly to how technical issues affect their work, making the information relevant and actionable.

I believe that strong problem-solving skills are the most important for an Application & Production Support Specialist. Being able to analyze issues logically, think critically, and implement effective solutions is crucial in maintaining efficient operations and user satisfaction.