Service Operations Specialist

2 weeks 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 exceptional technical support and services to our clients.

Key Responsibilities:

  • Respond to common requests for service by providing information to enable fulfilment
  • Promptly allocate unresolved calls as appropriate
  • Maintain records, inform users about the process and advise relevant persons of actions taken
  • Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues
  • Engage and collaborate with team members and productions on Media issues or needs

Incident Management:

  • Follow agreed procedures to identify, register and categorise incidents
  • Gather information to enable incident resolution and allocate incidents as appropriate
  • Prioritise and diagnose incidents. Investigate causes of incidents and seek resolution Escalate unresolved incidents
  • Facilitate recovery, following resolution of incidents. Document and close resolved incidents
  • Contribute to testing and improving incident management procedures

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
  • Document and report 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:

  • 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

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