Infinity Consulting Solutions, Inc
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Summary of Duties: In addition to standard Helpdesk duties the Overnight Operations Technician will be accountable for ensuring nightly production runs successfully and all jobs are completed per schedule. Requires a high attention to detail, significant interface with vendors and support staff. Ability to communicate effectively with support and management teams. Continuous monitoring of data circuits to ensure minimal impact to DC and Store operations. Escalation to management of all issues that may impact daily operations. Duties include by are not limited to: Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Monitor nightly production runs and ensure all processing completes on schedule Review incoming files and ensure totals are within acceptable limits Engage support resources to ensure timely response to system and job issues Interface with vendor partners nightly to ensure successful transmission of files Notify appropriate support team of any significant delays or issues to ensure Collections can prepare alternate plans for Collection agents prior to start of business Creates a positive customer support experience and builds strong relationships Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Actively monitor circuit status and escalate outages via Simplify to ensure minimal impact to DC and Store operations Complete nightly access terminations per standard process Other project work as assigned Knowledge, Skills and Required Qualification: Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology Significant experience with AS400/IBM I-series operations Prior experience supporting financial production processing highly desirable Competency in call center tracking tools – Service Now is a strong plus Demonstrated ability to learn customer support processes and techniques. Excellent customer service skills Strong written and verbal communications skills Strong analytical skills. Ability to solve problems. Competency in MS Office Suite AS 400 experience