Service Operations Analyst (Intermediate L2)

Les Films Sony Imageworks is located on unceded and traditional territories of the Kanien'keha:ka (Mohawk) people. 

Les Films Sony Imageworks Québec Inc.

1001 Boulevard Robert-Bourassa

21st floor

Montreal, QC H3B 0A7 Canada

Language in work environment – Superb 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

Sony Pictures Imageworks is currently seeking a Service Operations Analyst!

Job Summary

As a Level 2 Service Operations Analyst, you will be the second line 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 raising 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 in Computer Science, Engineering, or a related technical field is preferred, but equivalent experience will also be considered.

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
• A true teammate 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, advises 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 raise issues. Contributes to creation of support documentation
• Engage and collaborate with team members and productions on Media issues or needs

Incident Management

• Follows agreed procedures to identify, register and categorize incidents
• Gathers information to enable incident resolution and allocates incidents as appropriate
• Prioritizes and diagnoses incidents. Investigates causes of incidents and seeks resolution. Brings up unresolved incidents
• 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 addressing critical issues
• Documents and reports on work done
• Knowledge or ability to assist with Media Engineering tasks or fixing review room and conference room spaces
• Work together with team members on installation and maintenance of gear in meeting and review spaces

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

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

• Personality fit. To succeed, you must communicate well, be adaptable, and always consider the impact of your actions on others in group settings. This role involves collaborating with different teams (Production, Facilities, HR, Security, etc.).
• Ability to work independently and stay organized. High attention to detail
• Ability to work with distributed teams
• 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 a leader in the organization, responsible for both setting the standards for project management and holding the organization accountable to the standards set
• Committed to achieving goals and consistently delivering on time
• Excellent written and spoken technical English. Fluency in French language is an asset although not a requirement

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.