Share this Job

Tier II Support Specialist

Date: Jun 22, 2022

Location: Liberty, MO, US, 64068

Company: Hallmark

     reqid: 123986 


You need a job. You want a career. Working someplace you can be yourself and belong while creating something that makes a difference. Something that makes the world a better place. Perfect timing. Hallmark is looking for someone like you.


People rely on us to help them connect and express their emotions through products and services that enrich lives every day. They trust that we know their needs and that we are focused on innovations that will allow them to enhance their relationships. We have a competitive mindset and “play to win” with our retailers and consumers. We work with courage and conviction, always seeking to adapt and learn. It is an exciting time to be in the Greetings business at Hallmark! 



We are a team of engineers and technicians delivering attractive new capabilities across the supply chain that accelerate growth throughout our business. Our solutions are essential to delivering on Hallmark's top initiatives. We research, design, and implement process automations unique in the industry and key to accelerating our business growth. 



The Tier II Support Specialist is responsible for leading, maintaining, and improving business process through Warehouse Systems Support. Will work in an environment with Operations, Engineers, Maintenance, vendors, and IT to influence process change through system support. This role will assist in building standard operating procedures to continuously improve support, functions, tasks, activities, and specifications to achieve cost effective and repeatable methods. Additional focus will be to monitor and evaluate day to day system operation’s issues and opportunities. 

This role will be responsible for proactively building and executing sustainable support processes for technology (Warehouse Management System, Warehouse Execution System, Voice Pick System, Print and Document Management, Devices support and Automation) in all of Hallmark’s Distribution Centers.


Job Responsibilities:

  • Improve DC Results through Process Improvement
    • Effectively identify and implement technology support that is required to support process change. Ensure WMS feasibility of process improvements.
    • Execute a prioritized improvement roadmap/pipeline of projects.
    • Execute process improvement implementation process by working with managers, team members, and other employees to ensure the plan is clear and can be applied quickly and efficiently.
    • Create documentation outlining process improvements that explain changes and how to implement them.
    • Partner with management team to create step-by-step instructions on how to change processes in a way that all those involved in the process can understand.
    • Conduct ongoing analysis and once change has occurred, continue to monitor and assess various processes to ensure that they are producing the desired outcomes. Make changes to steps in each process as needed to adjust improvements to reflect better results in production, cost reduction and other targeted outcomes.
    • Influence DC leadership to maintain standard operating procedures as well as continuously improve processes to establish better standard operating procedures.
    • Ensure alignment of systems support to new/improved business processes and SOPs.


  • Manage and maintain Warehouse Technologies
    • Transition new Warehouse Technologies from the Project teams to this support role ensuring proper creation and documentation of procedures with the goal of no disruption to ongoing operations.
    • Subject matter expert for Warehouse Management System, Warehouse Execution System, voice pick system, print and document management, Android handheld devices and automation capabilities.
    • Understand the inputs and outputs for supported systems with a strong understanding of how each impacts the business.
    • Work with vendors and internal stakeholders (Operations, Engineering, IT, Information Security, etc.) to ensure systems are up to date with latest Operating Systems, patches, application versions, etc. while ensuring no impact to business operations.
    • Assist with development and performance of operation procedures to ensure handheld devices are physically well maintained and accounted for.
    • Align with Hallmark’s Incident, Change, and Problem processes to support warehouse technologies.
    • Participate in major incident management resolution efforts when systems are down or heavily impacted (Facilitate troubleshooting calls with vendors and Hallmark IT, coordinate with operations for communications and development of workarounds, etc.) Represent the business needs in partnership with IT.
    • Prepare documentation for and implement workflows in a document management system.
    • Work with necessary vendors to troubleshoot and resolve issues with high-speed printing
    • Analyze data integrity and develop corrective actions for problems
    • Understand how business processes map into application configuration choices.
  • Build and Maintain a Foundation of Systems and Processes – with specific emphasis on support under the Warehouse Systems.
    • Warehouse Management System:
      • Streamline/Optimize processes through configuration, including the development of a configuration test and implementation process.
      • Develop change management process flows to ensure changes do not negatively impact the operations.
      • Continually participate and share Configuration ideas and process changes with other Manhattan customers
      • Research system capabilities to enhance operational performance
      • Identify/Resolve application defects by partnering with software vendors and IT. On-going analysis of business processes and system functionality to identify improvements to solve operational problems, business problems, and refine the business model
      • Introduce process and system change by developing case studies, business cases, and enhancement requests.
      • Analyze workflow to assess opportunities in reaching goals and determine a better strategy.  Results are measured by reduction in operating expenses.  Leverage strong understanding of the business domain.
      • Avoid custom modifications to systems by aligning business processes with standard application functionality.
    • Define and Monitor Key System/Operational Metrics
      • Work with business leaders to develop and implement DC key metrics and improvement.
      • Meet with key stakeholders to determine and articulate goals, gathering and analyzing data and process mapping, and creating reports based around recommendations.
      • Consult with senior leadership and provide analysis and advice on a variety of performance and process related topics.
      • Create regular and ad-hoc queries/reports for business requests.
      • Create metrics and reporting to monitor process improvement implementation and sustainment.



Interested? Follow the application instructions below to apply.



You must show how you meet the basic qualifications (listed below) in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. 


In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference checks.



The following is required to be considered for this role:

  • Bachelor’s degree or equivalent in a related field (e.g. Engineering, Business, IT)
  • 3+ years of relevant experience working in analysis, process improvement, data analysis, implementation, technology (mobile, server administration, etc.), and team leadership
  • Demonstrated experience in successful process improvement initiatives and effective change management examples



Your resume and portfolio/application will stand out if you have:

  • Knowledge of Warehouse Management Systems such as Manhattan, Blue Yonder, HighJump, etc.
  • Knowledge of Warehouse Execution Systems
  • Knowledge of Zebra handheld devices, Android operating system configurations, and SOTI Mobile Device Management
  • UNIX command line proficiency
  • Understanding of print languages and printer hardware
  • Experience producing document output, particularly in order fulfillment business processes.
  • Basic understanding of computer networking
  • Basic understanding of office collaboration tools
  • Basic understanding of information security controls
  • Ability to work effectively with many different employee groups line workers, managers, engineers, contractors, suppliers, and executives.
  • Configuration experience
  • SAP knowledge a bonus
  • Tech acumen or ability to effectively communicate technical systems issues 
  • ITIL certification
  • Lean Principles experience: Prefer Six Sigma Blackbelt, or equivalent training/certification, preferred
  • PMI-PMP certification is desired
  • Should be detail-oriented problem-solvers who are able to employ leadership, critical thinking and time management skills and can work effectively both independently and in teams
  • Familiar with all phases of project management
  • Understand quality control concepts and develop creative and innovative ways to improve business processes
  • Experience developing and designing documents, including training manuals, process outlines, flowcharts and implementation procedures



  • This is an on-site position at the Liberty Distribution Center with occasional flexibility to work off site
  • This position has on-call responsibilities (team rotation)
  • This position is located at the Hallmark Distribution Center in Liberty, MO.
  • Relocation will not be provided.



Good for You, Good for your Family, Good for the Community

We offer competitive healthcare and PTO, remote work options, flexible schedules, parental leave, support for professional development, and employee assistance programs to care for your total well-being. You can learn more about our benefits here. But we also know the idea of benefits is bigger than that. From volunteering for relevant-skills-based projects to helping children and families and others in need, from partnering with nonprofit groups to inspiring a new generation, Hallmark provides many simple and rewarding ways for you to give back to your community. We applaud and fully support all our employees’ efforts to make their communities better. Whether you’re living near the KC HQ or somewhere else, Hallmarkers have a number of ways to bring our values out into the world every day. We can help you direct your energies and passions toward the things that make life better for all, whether that’s volunteering, project-coordinating, donating, public-art-creating, or otherwise contributing to the neighborhoods that we call home. You can find out more about our approach to community involvement and corporate social responsibility here.


Nearest Major Market: Kansas City

Job Segment: Warehouse, Manufacturing