Production Support Specialist

Lead I - Production Support

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

We are seeking a highly skilled and proactive Production Support Specialist to join our dynamic team. The ideal candidate will possess extensive experience in managing enterprise-level applications and databases with expertise in MSSQL, SSIS, SSRS, and BC Generator. This role involves ensuring the seamless operation of critical systems, supporting key projects, and maintaining compliance with audit and regulatory requirements.

 

The Opportunity:

·       Manage production support for funded and unfunded projects, ensuring timely delivery of tasks and resolution of issues.

·       Provide administrative support for technologies and applications, including installation, upgrades, and migrations.

·       Act as a liaison between Business and IT Dev Teams to facilitate smooth communication and problem resolution.

·       Perform weekly Intel patch support to ensure systems are updated and secure.

·       Execute vulnerability remediation processes to address identified risks and maintain system integrity.

·       Manage database backups, ensuring availability and reliability of data in compliance with organizational policies.

·       Oversee application/technology license management, ensuring compliance with licensing agreements.

·       Conduct performance tuning and optimization of applications and databases for improved efficiency.

·       Participate in SWAT calls and problem management activities to resolve critical incidents and minimize downtime.

·       Coordinate and participate in architecture reviews and design discussions to ensure alignment with technical standards.

·       Engage in monthly PO meetings with GBD IT Dev Teams to discuss priorities, challenges, and updates.

·       Prepare and maintain audit evidence packages to demonstrate compliance with internal and external regulatory requirements.

·       Execute audit controls to ensure operational adherence to established guidelines and standards.

·       Support CNR deployments, ensuring smooth implementation with minimal disruptions.

·       Document and maintain Standard Operating Procedures (SOPs) for recurring tasks and processes.

·       Leverage MSSQL, SSIS, and SSRS for data integration, reporting, and dashboard creation to support operational insights.

·       Utilize BC Generator to facilitate business-critical processes and data generation.

·       Conduct root cause analysis for recurring issues and implement long-term solutions.

·       Optimize existing processes for improved system and application performance.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What You Need:

·       Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.

·       4+ years of experience in production support for enterprise systems, with a focus on application and database management.

·       Hands-on experience with MSSQL, including database administration, query optimization, and backup management.

·       Proficiency in SSIS for data integration, ETL workflows, and automation of business processes.

·       Extensive experience with SSRS for creating reports, dashboards, and visual analytics to support decision-making.

·       Expertise in using BC Generator for generating and managing business-critical data processes.

·       Proven ability to manage patching processes, including Intel patch support, vulnerability remediation, and system upgrades.

·       Strong background in performance tuning and optimization of applications, databases, and system processes.

·       Demonstrated experience in incident management, including root cause analysis, SWAT call participation, and problem resolution.

·       Knowledge of application/technology license management and compliance with licensing agreements.

·       Familiarity with audit controls execution, preparation of audit evidence packages, and adherence to regulatory standards.

·       Experience participating in architecture reviews, design discussions, and monthly planning meetings with development teams.

·       Strong analytical and troubleshooting skills, with the ability to address complex technical issues efficiently.

·       Excellent documentation skills for creating and maintaining SOPs and technical process records.

·       Effective communication and collaboration skills to work as a liaison between cross-functional teams and stakeholders.

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $81,000-$123,000

 

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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