Resolution Analyst II

Overview

 

Vestcom is the industry leader in technology-driven shelf-edge solutions for Retailers and CPGs. Our data-integrated media solutions drive sales and loyalty, engaging shoppers where it matters most – the point of decision. Our patented innovation has been trusted by top retailers for more than 30 years to drive productivity and profitable growth. For our growing team of over 1000 employees, Vestcom

offers the stability of an established company with the entrepreneurial spirit and fast-paced environment of a start-up.

 

Vestcom’s core values are at the heart of our organization, representing our fundamental beliefs and serving as our guiding light in for how we conduct business and interact with each other.

 

 

 

OUR TEAMS – Our colleagues and our client define our team.
OUR INTEGRITY – Our colleagues and clients rely upon us to deliver.
OUR INGENUITY – Our colleagues and clients look to us for unique solutions.
OUR PERFORMANCE – Our colleagues and clients team with us to win.

 

 

Vestcom is a standalone business unit of Avery Dennison, a Fortune 500 leader in materials science and packaging materials. Learn more at www.vestcom.com.

 

Opportunity

The Resolution Analyst must be very detailed, and quality focused while being extremely focused on client communication and responsiveness. Must be organized in how he/she approaches issue resolution and must be able to communicate well to all levels of client contacts. This person must have technical knowledge and be able to communicate and work with different types of internal and external groups. The role provides technical expertise to analyze client raw or processed data in response to issues and inquiries. The Analyst is an integral part of the Vestcom client issues response process acting as a focal point for the assessment of client IT related issues and other client business issues. Responsibilities in addition to issue resolution include maintaining cross-functional business expertise within Vestcom and serving as the on-site issue resolution Subject Matter Expert at Client.

 

► Key Areas of Responsibility

 Function as “face of Vestcom” with response to issue resolutions for Clients.

 Facilitate complex discussions with client and internal stakeholders to solve client and Vestcom issues quickly and efficiently.

 Communicate status, trend and ad hoc information to client and Vestcom associates in a professional, timely and accurate manner.

 Function as a “detective” to research and resolve issues. Demonstrated ability to solve complex

programming problems.

 Critically evaluate information gathered from multiple sources, decompose high-level information into details, abstract up from low-level information to a general understanding, and able to determine true underlying needs.

 Communicate with other functional areas to report a resolution or request information.

 Work closely with other functional groups within the organization to understand the customers and their supporting processes.

 Document findings in a concise, clear, professional manner to provide clear insight into issue causes and research basis.

 Understand the timeliness of the requests and ensures that communication is maintained with relevant

parties.

 Identify issue trends and suggests resolutions.

 Utilize a ticket system for issue tracking and communication.

 Clearly communicate roadblocks and status to manager.

 Act as the liaison between the business units, technology teams, and support teams.

 Must be able to provide client service/support to production operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.

 

► Key Qualifications

 BS in Computer Science (or equivalent) and 4+ years professional experience.

 Experience serving retail clients in a service/support role.

 Experience with a variety of computer development tools and languages.

 An understanding of data processing concepts.

 Ability to interact with developers and non-developers, effectively bridging the communication gap.

 Minimum 4 years of experience in issues resolution related tasks.

 Excellent interpersonal, written, and verbal communication skills are required. Ability to effectively present information and respond to questions from groups of managers, clients, and other associates required.

 Must possess the ability to be diplomatic with challenging customers.

 Must be able to plan, organize and manage multiple projects and to drive project timelines to

completion with cross-functional team members and to measure performance against specific

requirements, service-level agreements, and/or quality goals.

 Must be able to identify and research inefficiencies and inaccuracies in business processes,

procedures, and plans.

 Skill in effectively utilizing a variety of software programs including Power Point, Outlook, Excel,

Access, Word, ERP, and retail and client specific proprietary software required.

 Must be able to pay close attention to detail, adapt to a fluctuating work/team environment and be flexible.

 Excellent problem-solving skills and being proactive in resolving issues are needed with the ability to react to changes in standard operating procedures and implement quick and accurate decision making.

 Ability to embody and reflect Vestcom’s core values

 

► Additional Requirements

 Periodic travel up to 25%

 Availability outside of normal business hours required

 Compliance with Company policies concerning maintaining a drug free workplace is required

 Compliance with all Company policies is required including all safety policies and procedures

 

► Supervisory Responsibilities

None

 

► Management Disclaimer

Vestcom’s Management reserves the right to revise, change or modify the duties and responsibilities of this

position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Vestcom may terminate employment at any time, for any reason.