Service Operations Analyst (Intermediate L2)

Imageworks Sony Pictures; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading visual effects and animation studio in Montreal is seeking an experienced Level 2 Service Operations Analyst. In this role, you will provide first-line support for incidents and service requests, assist with technical issues, and improve processes. Ideal candidates will have a Bachelor’s degree in a technical field, 3+ years of helpdesk experience, and bilingual communication skills in French and English.

Benefits

Healthcare benefits

Tuition reimbursement

Sick and Vacation leave

Qualifications

• 3+ years’ experience in helpdesk or customer service roles.
• Experience with Linux and Windows support.
• ITIL Foundations certification desired.

Responsibilities

• Provide first line support for incidents and service requests.
• Collaborate on process improvement to enhance service desk performance.
• Install and remove hardware/software using standard procedures.

Skills

Excellent communication skills in both French and English

Customer service

Team collaboration

Problem-solving

Technical support experience

Education

Bachelor’s degree in Computer Science, Engineering or technical degree

Tools

FreshService

Zabbix

PagerDuty

Job description

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.

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 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

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.

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