Service Operations Analyst- Intermediate

Sony Pictures Animation; Los Angeles (CA); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Sony Pictures Animation is seeking a Service Operations Analyst - Intermediate to provide remote and on-site technical support across hardware, software, and networking for a Mac-dominant studio environment. You will troubleshoot for 100+ users and ensure a smooth creative workflow.

The role involves deploying Mac workstations, supporting artist peripherals, streaming workflows, and coordinating with Imageworks to resolve complex infrastructure issues while maintaining asset records and

Qualifications

• 1–3 years of hands-on technical support or systems engineering in animation/VFX/post-production.
• Mac OS administration and troubleshooting expertise.
• Windows OS knowledge for high-end desktops.
• Experience with Adobe Creative Cloud, Avid, Maya, Zbrush, Blender.
• Experience supporting Parsec and artist peripherals.
• Scripting basics in Python or Bash.
• Strong customer-service and communication skills.
• Ability to prioritize tickets under tight production deadlines.

Responsibilities

• Provide remote and on-site tech support for 100+ users across hardware, software, and networking needs.
• Deploy and maintain Mac workstations (MacBook Pros/Airs) for studio applications.
• Support artist hardware (Cintiqs, color-calibrated displays).
• Support remote workstation streaming environments (e.g., Parsec) and secure VPN access.
• Provision and manage user accounts, permissions, and SaaS licensing.
• Write basic shell scripts to automate setups and maintenance.
• Collaborate with Imageworks pipeline and systems teams to escalate and resolve issues.
• Maintain IT asset records and user access setups.

Skills

Mac OS administration

Windows OS

Remote desktop streaming

Python scripting

Tools

Mac workstations

Cintiq tablets

Eizo displays

Google Workspace

Parsec

Job description

Service Operations Analyst- Intermediate

The Service Operations Analyst- Intermediate provides critical remote and on-site technical support across hardware, software, and networking infrastructure for studio users. Acting as a vital technical partner to our production and overhead teams, this role deploys and maintains our Mac-dominant environment, manages specialized animation hardware (Cintiqs, color-calibrated displays), and supports remote streaming workflows. The ideal candidate is a proactive problem-solver who ensures artists and filmmakers experience zero technical friction in their creative process.

Sony Pictures Animation is a pre-production animation studio based in Los Angeles, California, creating both feature animation and animated series with artists from around the world. We pride ourselves on empowering filmmakers to lead the creative process, and allowing the hand of the artist to be truly felt, with the goal of producing bold and innovative visual storytelling.

RESPONSIBILITIES:

• Provide rapid, high-touch remote and on-site technical support and troubleshooting for 100+ users across hardware, software, and networking needs.
• Deploy, configure, and maintain Mac workstations (MacBook Pros/Airs), ensuring optimal performance for studio applications.
• Support, set up, and troubleshoot specialized artist hardware, including Wacom/Cintiq tablets and color-accurate Eizo displays.
• Support remote workstation streaming environments (e.g., Parsec) and secure VPN access for off-site artists and remote crew.
• Provision and manage user accounts, permissions, and SaaS licensing across Google Workspace and studio directory tools.
• Write basic shell scripts (Python, Bash) to automate workstation setups, system updates, and routine maintenance tasks.
• Partner closely with Imageworks (SPI) pipeline and systems engineering teams to escalat, track, and resolve complex infrastructure issues.
• Maintain accurate IT asset management records, hardware inventories, and user access setups.

QUALIFICATIONS:

• 1–3 years of hands-on technical support or systems engineering experience, ideally within an animation, VFX, or post-production environment.
• Deep proficiency in Mac OS administration and troubleshooting.
• Working knowledge of Windows operating systems for high-end desktop environments.
• Familiarity with creative software and front-end animation/editorial packages (e.g., Adobe Creative Cloud, Avid Media Composer, Storyboard Pro, Maya, Zbrush, Blender).
• Hands-on experience supporting remote desktop streaming protocols (e.g., Parsec) and artist peripherals (Cintiqs, calibrated monitors).
• Basic scripting skills (Python or Bash) for automation and deployment.
• Strong customer-service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing support tickets under tight production deadlines.

Sony Pictures Animation is an equal opportunity employer and provides reasonable accommodations in compliance with the Americans with Disabilities Act. We evaluate applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other SPE will consider qualified applicants with arrest or conviction records in accordance with applicable law.

The anticipated base salary for this position is $40.00/hour to $51.00/hour. This role may also qualify for incentives and/or comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation,the qualifications of the individual applicant for the position, years of relevantexperience, level of education attained, certifications or other professional licensesheld, and if applicable, the location of the position

SPE will consider qualified applicants with arrest or conviction records in accordance with applicable law.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Sony Pictures Animation’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.