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Service Operations Specialist

2 months ago

Montreal, Quebec, Canada Sony Pictures Imageworks Full time
Job Summary

We are seeking a highly skilled Service Operations Specialist to join our team at Sony Pictures Imageworks. As a key member of our operations team, you will be responsible for providing technical support and services to our internal customers.

Key Responsibilities
  • Customer Service Support
    • Respond to common requests for service by providing information to enable fulfillment
    • Promptly allocate unresolved calls as appropriate
    • Maintain records, inform users about the process and advise relevant persons of actions taken
  • Incident Management
    • Follow agreed procedures to identify, register, and categorize incidents
    • Gather information to enable incident resolution and allocate incidents as appropriate
    • Prioritize and diagnose incidents. Investigate causes of incidents and seek resolution. Escalate unresolved incidents
    • Facilitate recovery, following resolution of incidents. Document and close resolved incidents
  • Systems Installation and Removal
    • Install or remove hardware and/or software, using supplied installation instructions and tools, including handover to the client
    • Use standard procedures and diagnostic tools to test installations, correct problems, and document results
    • Record details of all components that have been installed and removed. Assist users and follow agreed procedures for further help or escalation
  • Network Support
    • Assist in the investigation and resolution of network problems
  • Application Support
    • Assist in the investigation and resolution of issues relating to applications
  • Security Operations
    • Receive and respond to routine requests for security support. Maintain records and advise relevant persons of actions taken
    • Assist in the investigation and resolution of issues relating to access controls and security systems
  • Knowledge Management
    • Maintain knowledge management systems and content to meet business needs
    • Support others to enable them to complete knowledge management activities and form knowledge management habits. Support changes to work practices to support capture and use of knowledge
    • Report on the progress of knowledge management activities
  • Asset Management
    • Apply tools, techniques, and processes to create and maintain an accurate asset register
    • Produce 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