Business Process & Support Senior Associate (Open to Remote)

Penguin Random House is the leading adult and children's publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution. Our vibrant and diverse international community of nearly 300 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/.

The Business Process & Support Senior Associate will provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities. The role will develop expertise in select support areas, with opportunities to expand responsibilities based on demonstrated strengths, interests, and evolving business needs.

Responsibilities

Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders.; Troubleshoots internal system issues with the user community and IT. Triages and escalates appropriately.; Monitors the department inbox to ensure that all issues are escalated to the correct team member in a timely manner.; Suggest improvements to existing systems and processes by spotting trends in user issues.; Promotes knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.; After establishing a significant knowledge base, trains users on core systems.; Performs recurring operational and administrative tasks supporting departmental systems and processes.; Participates in application testing, implementation activities, and departmental projects as appropriate.

Requirements

Minimum 2 years of customer service experience, publishing experience a plus; Excellent communication, time management, and customer service skills; Ability to prioritize a high volume of work; Detail-oriented with the ability to see the big picture; Analytical and data driven; Skilled at learning new systems; Intermediate Excel skills; Adaptable to change and willingness/ability to wear multiple “hats” at once