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Service Operations Analyst (Intermediate L2)

Service Operations Analyst (Intermediate L2)

Sony Pictures ImageworksMontréal, Quebec, Canada
30+ days ago
Salary
CAD30–CAD40 hourly
Job type
  • Full-time
Job description

Responsibilities

Customer Service Support

  • Responds to common requests for service by providing information to enable fulfilment
  • 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
  • Engage and collaborate with team members and productions on Media issues or needs

Incident Management

  • Follows agreed procedures to identify, register and categorise incidents
  • Gathers information to enable incident resolution and allocates incidents as appropriate
  • Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution Escalates 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 escalation
  • Documents and reports on work done
  • Knowledge or ability to assist with Media Engineering tasks or troubleshooting 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. The successful candidate will need to work collaboratively with a number of different teams (Production, Facilities, HR, Security etc.) therefore it is important to have great communication skills, be flexible to change and remain constantly mindful about how your actions impact others in a group setting
  • 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
  • Results-oriented with a history of consistently meeting deadlines
  • Excellent written and spoken technical English. Fluency in French language is an asset although not a requirement