Service Operations Analyst (Intermediate L2)

Les Films Sony Imageworks is located on unceded and traditional territories of the Kanien'keha:ka (Mohawk) people.  We are committed to respecting traditional lands and working with communities toward reconciliation.

Sony Pictures Imageworks is an Academy Award®-winning visual effects and animation studio with offices in Vancouver (CAN), Montreal (CAN), and Los Angeles (USA). Les Films Sony Imageworks Quebec is known for photoreal live-action visual effects, dynamic creature and character animation and full-CG features.

Les Films Sony Imageworks Québec Inc.

700 Saint-Hubert, suite 400, Montreal, QC H2Y 0C1 Canada

• Language in work environment - Excellent communication skills in both French and English to deal with global aspects of business
• Benefits per company policy: include healthcare, tuition reimbursement, RRSP's, Sick and Vacation leave, standard increases as applicable

Job Description

As a Level 2 Service Operations Analyst, you will be the one of the first lines of support for the organization, receiving incidents and service requests from Level 1 and internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. You will act as an agent for process improvement and collaborate in the identification of strategies to empower the Service Desk team in achieving higher first-contact resolution rates.

Education, Qualifications and Experience

Formal Education

• Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree

Professional Certifications

• ITIL Foundations would be desirable

Experience

• 3+ years’ experience working on a helpdesk or other customer service role, preferably in a Media related industry
• Experience in customer service management techniques
• Experience working in a Linux or Windows environment providing technical support
• Experience working with FreshService or a similar service management system
• Experience with Zabbix for monitoring and alerting, including configuration and troubleshooting.
• Familiarity with PagerDuty for incident management and on-call schedule management.
• A true team player with great communication and interpersonal skills

Skills and Responsibilities

Customer Service Support

• Responds to common requests for service by providing information to enable fulfillment
• Promptly allocates unresolved calls as appropriate
• Maintains records, informs users about (maybe) regarding the process and advises relevant persons of actions taken
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation

Incident Management

• Follows agreed procedures to identify, register, and categorise incidents
• Gathers information to enable incident resolution and allocates incidents as appropriate
• Prioritizes and diagnoses incidents. Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents, collaborating with Level 3 teams and leveraging tools like PagerDuty for effective communication and resolution.
• Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents
• Contributes to testing and improving incident management procedures

Systems Installation and Removal

• Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results
• Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation
• Documents and reports on work done

Network Support

• Assists in the investigation and resolution of network problems

Application Support

• Assists in the investigation and resolution of issues relating to applications

Security Operations

• Receives and responds to routine requests for security support. Maintains records and advises relevant persons of actions taken
• Assists in the investigation and resolution of issues relating to access controls and security systems

Monitoring and Alerting

• Utilizes Zabbix to monitor system performance, identify anomalies, and respond to alerts efficiently.
• Configures and maintains Zabbix templates, items, triggers, and graphs.
• Investigates and troubleshoots issues identified through monitoring systems.

On-Call Management

• Participates in on-call rotations if required, responding to incidents and alerts escalated via PagerDuty.
• Ensures timely acknowledgment and resolution of critical issues

Knowledge Management

• Maintains knowledge management systems and content to meet business needs
• Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge
• Reports on the progress of knowledge management activities

Asset Management

• Applies tools, techniques and processes to create and maintain an accurate asset register
• Produces reports and analysis to support asset management activities and aid decision-making

Other

• You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
• You will be an SME in the organization, responsible for both setting the standards for project management and holding the organization accountable to the standards
• Results-oriented with a history of consistently meeting deadlines
• Excellent written and spoken technical English
• Ability to work with distributed teams

We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.