Support Specialist - Publishing Operations

Date: Jul 26, 2018

Location: New York, NY, US, 10019

Year: 2018

Company: Penguin Random House LLC 

Requisition ID: 20307 

Support Specialist

The Publishing Operations Support Specialist will support and train internal Penguin Random House employees in a variety of departments with core systems and processes.


The specialist will use internal systems and in-person problem solving to receive, track, and answer user queries. The specialist will also perform analyses of various kinds including large data sets. He or she will collaborate with corporate colleagues and divisional users to improve systems and processes and thereby enhance productivity and reduce costs. The Support Specialist will also be involved in development projects to improve system capabilities.  


The specialist will be part of the Publishing Operations Business Process and Support team, a group supporting book-making, marketing, publicity, and sales systems and processes.  This is a great opportunity to work with all Penguin Random House divisions and many functional areas.  



Job Duties:

  • Respond quickly to daily user issues and requests
  • Troubleshoot internal system issues with the user community and IT. Triage and escalate appropriately
  • Provide analytics on user support, creating insights into trends, opportunities, and problem areas
  • Improve existing systems and processes by spotting trends in user issues, exploring solutions, and creating training and documentation
  • Document business requirements (“how should this work?”) and analyze business value (“how will this help us sell more books?”)
  • Promote knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users
  • Participate in strategic departmental projects
  • Develop and maintain relationships with key stakeholders
  • After establishing a significant knowledge base and train users on core systems


  • Book production and SAP experience a plus
  • Excellent communication and customer service skills
  • Detail-oriented yet also able to see the big picture
  • Analytical, data-driven approach
  • Willingness to learn and master new systems


Education & Experience: 2-3 years work experience

Position Type: Full Time


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 250 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


Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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