NPMC Operational Technician II

GEICO•Fredericksburg, VA

11d•Hybrid

About The Position

The NPMC Operational Technician serves as a technical and operational leader supporting the National Print Mail Center's critical production environment. This role is responsible for maintaining operational continuity across print, insertion, mail processing, software platforms, vendor-managed solutions, infrastructure, and enterprise business support functions. The NPMC Technician partners with business stakeholders, technology teams, facilities, and external vendors to drive system reliability, operational efficiency, cost optimization, and process automation. This position plays a key role in supporting a 24x6 production environment and participates in 24/7 operational support and escalation management.

Requirements

Demonstrated experience supporting production technologies, workflow systems, or enterprise operational environments.
Strong analytical and troubleshooting skills with the ability to diagnose complex operational challenges.
Experience working with vendors, business stakeholders, and cross-functional teams.
Advanced proficiency with Microsoft Office Suite.
Strong communication, organizational, and project coordination skills.
Ability to balance multiple priorities in a fast-paced operational environment.
Ability to support on-call responsibilities and respond to business-critical production incidents.

Nice To Haves

Experience with Power BI, Power Automate, SharePoint, and SQL.
Experience supporting print, mail, document management, workflow, or production operations.
Knowledge of operational reporting, financial analysis, forecasting, and budgeting.
Experience managing vendor relationships, contracts, or procurement processes.
Experience implementing automation or process improvement initiatives.

Responsibilities

Provide advanced technical support for NPMC production systems, including printers, inserters, workflow software, and vendor-managed applications.
Troubleshoot hardware, software, network, and production workflow issues impacting operational performance.
Coordinate system installations, upgrades, maintenance activities, and outage management with internal teams and external vendors.
Maintain and troubleshoot production performance metrics and operational KPIs.
Serve as an escalation resource for critical production issues and operational disruptions.
Participate in 24/7 on-call support coverage for business-critical production operations.
Analyze operational data, delay reporting, equipment performance, and production trends to identify improvement opportunities.
Develop recommendations based on operational analytics and present findings to leadership.
Support automation initiatives utilizing Power Automate, SharePoint, Power BI, SQL, and vendor-managed solutions.
Manage automated output generation and document transformation processes supporting downstream systems and third-party applications.
Develop and maintain reporting that improves visibility into operational health, service levels, cost drivers, and production performance.
Perform cost, volume, and trend analysis supporting operational forecasting and budgeting activities.
Support monthly and annual business reporting, planning, and reforecasting activities.
Identify opportunities for operational efficiencies, cost reduction, and process improvement.
Manage relationships with equipment providers, service vendors, suppliers, and operational partners.
Coordinate maintenance activities and vendor performance management.
Partner with Facilities to maintain business-critical infrastructure, including uninterrupted power system support.
Lead resolution efforts involving vendor-related operational, technology, and service issues.
Maintain operational procedures, conduct audits, and identify opportunities for process standardization.
Provide system access administration, training, and knowledge transfer for associates and leaders.
Support business continuity initiatives and operational risk mitigation efforts.