Senior Production Support Professional

University of Colorado•Denver, CO

1d•$68,150•Remote

About The Position

The Senior Production Support Professional assists in managing and overseeing batch processing for University of Colorado systems and applications. The role provides technical support for production batch processing, including troubleshooting, testing, scripting, automation, documentation, and responding to inquiries from university stakeholders. It also provides higher-level issue resolution and expert support to Production Support Professionals. The position focuses heavily on scripting and automation to meet customer requirements efficiently, maintain stable and highly available production environments, and replace manual tasks with automated processes. The role works with development teams and other IT departments, follows change-control processes, and participates in an on-call rotation and shift work as needed. It is designated Essential Services, so employees must work their normal hours when the office is closed, including during holiday weeks. The position reports to the Assistant Director of Production Services and is exempt from the State of Colorado Classified Staff system. It is eligible for remote work within Colorado. Applicants must be Colorado residents or able to relocate to Colorado within one month of starting. Leadership may adjust in-office work requirements with at least three months' notice.

Requirements

Bachelor’s degree from an accredited institution of higher education, or equivalent professional experience; professional experience may substitute for education on a year-for-year basis.
Three years of equivalent experience in a service desk, call center, data processing center, or other customer service environment.
Knowledge of data processing and batch production processes.
Ability to design, develop, and troubleshoot complex scripts to meet customer requirements and efficiently automate repetitive tasks.
Proficiency with Linux-based servers, including maintaining high availability and security.
Proficiency in writing complex cURL commands to interact with APIs and web services and perform secure, efficient data transfers.
Ability to configure email scripts for job scheduling and automation using prompt sets, call objects, rule definitions, and spreadsheet parsing.
Knowledge of IT policies and standard methodologies.
Self-starting initiative and ability to work with minimal guidance.
Ability to work independently and as a team member with Production Support and other IT departments.
Ability to work a flexible schedule, including off-hours, weekend, and holiday on-call hours.
Ability to prioritize tasks and projects while meeting deadlines.
Strong customer-service commitment and ability to communicate clearly by email and phone.
Attention to detail.
Basic computer skills, including Microsoft Office applications such as Outlook and Microsoft Teams.
Excellent troubleshooting and problem-solving skills.

Nice To Haves

Five years of equivalent experience in production services.
Batch experience.
UNIX or Linux administration experience.
Experience documenting systems, processes, and procedures.
Understanding of change-control processes.

Responsibilities

Support production batch processing, including resolving daily issues, building processes, managing file transfers, monitoring processing, maintaining data security, and maintaining the production environment.
Build automated processes using scripting to eliminate manual tasks and address complex customer requirements.
Ensure high availability and stability of production environments.
Troubleshoot sophisticated tier-2 production issues, resolve higher-level issues, and provide expert support to Production Support Professionals; escalate issues as needed to the Principal Production Support Professional.
Work independently and collaboratively with Production Support and other IT departments.
Work closely with development teams to support their efforts.
Develop thorough documentation for systems, processes, and procedures.
Follow change-control processes.
Improve existing processes and create new processes and procedures by replacing manual tasks with automation.
Participate in an on-call rotation and shift work as necessary.
Provide excellent customer service to internal and external customers and develop positive customer relationships.
Create and test automated batch processes.
Perform migrations for enterprise systems.

Benefits

No-cost or low-cost medical and dental plan options, some including IVF assistance.
Disability, life, and vision insurance options.
Retirement planning options, including a mandatory 401(a) plan with a university contribution of 10% of gross pay, as well as 401(k), 403(b), and 457 deferred compensation plans.
Pre-tax health care and dependent care flexible spending accounts.
Sick and vacation leave and at least 12 paid holidays, including a dedicated winter-break week off.
Six weeks of parental leave.
Tuition benefit program for employees and/or dependents.
Free RTD EcoPass and free onsite parking at the 1800 Grant Street office.
Additional perks and programs through CU Advantage.
Additional taxable fringe benefits may be available.
Wellness programs and professional development.