Minimum 5 years of experience in IT or related technical professions
Preferred Skills:
Familiarity of the Agile methodology
Ability to facilitate business requirements and design review sessions with customers
Succinct & precise communication skills: verbal, written, listening and presentation
Strong organizational and workload prioritization skills
Strong program or project management experience
Strong interpersonal, negotiation, and relationship management skills
Strong critical thinking, analytical and problem-solving skills
Strong process flow and diagramming skills (Visio application)
Knowledge of Jira with ServiceNow experience helpful
Knowledge of reporting tools with Business Objects and Tableau experience helpful
Ability to build basic database queries/reports to support business requirements gathering
Knowledge of post-production workflows and film/television/streaming industry helpful
Education
Bachelor’s degree or related professional experience required
Computer Science or related Information Technology degree preferred
Job Requirements:
Act as the first point of contact for all user requests and issues received by the team and triage them accordingly.
Collect, review, analyze, prioritize, and manage system and user requirements from key stakeholders across disparate locations and time-zones.
Ensure that all demand enters the IT pipeline appropriately.
Maintain the team’s Jira board, log all issues, document requests with sufficient detail to implement, route tickets to appropriate team members, and track all requests to completion.
Work with Operations, Finance and Procurement to confirm that requested application configurations are implemented correctly with 100% accuracy.
Manage team metrics and work with the Jira administration team to define any customizations needed in support of those metrics.
Create detailed proposals, business requirements, reports, process flows, user stories, use cases, and test scenarios.
Obtain functional design specification approvals.
Work with the business and technical teams to clarify functional requirements.
Serve as a liaison to other teams in planning, coordination, development and deployment of multi-team enhancements or projects. Leverage SPE’s IT organization, infrastructure and technology capabilities to help deliver maximum business value.
Ensure that deliveries meet the requirements agreed upon by key stakeholders. Create test scripts to test new enhancements and functionality as needed.
Define training needs for new and existing functionality. Create user guides, release notes and training documentation as appropriate. Conduct training sessions, including virtual sessions for offices located in New York, Europe, and Asia.
Manage the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments. Demonstrate functionality and coordinate UAT sessions with subject matter experts when appropriate.
Maintain documentation for all supported applications, including backfilling missing information.
Ensure that Sony’s Global Information Security Policies and other company controls are observed and applied to all applications in the portfolio.
Respond quickly to vulnerability tests and internal and external audits.
Manage incidents on a daily basis and follow up on critical issues.
Establish and maintain clear escalation procedures so that problems and issues encountered are addressed in a timely manner. Facilitate the resolution of any issues which might arise.
Provide VIP support in conjunction with and on behalf of the Global Service (Help) Desk.
Seek opportunities to drive efficiencies within the team including optimizing internal procedures, workflows, and/or streamlining communication/hand offs between team members.
Operate with trust, integrity, and compassion for others.
Have the courage to ask difficult questions and provide/receive constructive feedback in spirit of continuous improvement.
Attend night calls with off-shore development team as needed (Sunday – Thursday).