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

Les Films Sony Imageworks Québec Inc.

3875 Rue St- Urbain #415

Montreal, QC H2W 1T9 Canada

Project based, Full Time

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

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 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
• 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 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