Production IT Support Analyst

Job Description

Production IT Support Analyst

Please note that this role is based in the United Kingdom. In order to enable us to meet statutory and regulatory obligations of the United Kingdom immigration system you must have the appropriate immigration permission needed to work and reside in the United Kingdom.

Sony Pictures Entertainment (SPE) is a subsidiary of Sony Corporation of America and the Tokyo based Sony Corporation. SPE's global operations encompass motion picture production and distribution, television production and distribution, home entertainment acquisition and distribution, operation of studio facilities, development of new entertainment products, services and technologies, and distribution of entertainment in more than 140 countries.

As part of the Global IT Production Service team (ITPS), the Global Production IT Support Analyst is responsible for the handling and administration of a portfolio of products focused on Motion Pictures and Television Physical Production life cycle from Pre-Production through Post-Production. They will be key player in the team ensuring that the ITPS team delivers a high quality support service globally for a portfolio of products servicing the majority of departments on Production.

The Global Production IT Support Analyst will have a good understanding of the Physical Production process and is responsible for providing support for ITPS products in line with predefined SLAs/OLAs. They will partner with the ITPS Business Relationship Managers, ITPS Product Managers and other Software/hardware procurement teams to ensure requests, incidents and problems are dealt with to a high standard in a timely manner without negative impact to Production.

What you'll do:
• Work as a team player in a global follow the sun support team to deliver high quality support for all ITPS products.
• Product support during the products' lifecycle from Go Live through to end-of-life.
• Subject Matter Expert (SME) for internal corporate request and support process including but not limited to: IT, Information Security, Information Governance, Procurement, Privacy, Compliance and Finance.
• Responsible for the creation of Catch & Dispatch documents and Knowledge base articles working with Product Managers, Production Business Analyst, Vendors, and other teams.
• Provide demos of products and training to stakeholders and the Production Support Team as required.
• Act as a Production Support subject matter expert for both processes and technologies for the department within the IT Division.
• Act as level one/two support and manage outages and escalations as required.

Knowledge of the following are required for this role:
• Television Physical Production Process from Pre- Production through Post Production.
• High level understanding of Production processes and technologies used by all departments on production.
• Use of support/helpdesk tools, including Service Now, Jira, Confluence, Smart Sheets.

Key outcomes:
• Ability to communicate with all levels of business stakeholders.
• Clearly write and manage incident, request, and problem tickets.
• Support documentation (cheat sheets, Quick Reference Guides, Knowledge base articles, Catch & Dispatch documents. Etc.)
• Support Metrics reports and dashboards for internal and vendor products.
• Demos
• Training Materials

What you have:
• BOX
• Entertainment Partners Software (Scenechronize, Sync On Set, Asset Hub, Production Portal, Movie Magic Budgeting Scheduling)
• Final Draft
• Writers Room Pro
• Digital Media Asset Management Software
• Cloud Computing (AWS or MS Azure)
• Office365
• BYOD MDM (MS Intune preferred)
• OKTA
• Adobe Sign
• 3G/4G/5G Network solutions
• VPN technologies
• Secure Printing Scanning solutions
• Post Production/VFX Network Attached Storage
• Non-Linear Editing Software Packages (Avid, Adobe Creative Cloud, Davinci Resolve, Final Cut Pro)
• PIX
• ShotGrid
• Maya
• Houdini
• Autodesk 3D Studio Max
• ZBrush
• Nuke
• Unreal Engine
• Terradici
• FileMaker Apps/Server

How we take care of you:
• Competitive salary, with annual bonus eligibility.
• A choice of comprehensive health plan options that fit your lifestyle including private medical insurance.
• Rest and recharge during a week off during the winter holidays, in addition to the 25 days of paid annual leave.
• Participate in extensive learning & development opportunities at all levels, including curated instructor-led classes and high impact online resources.
• Build your community by joining our Employee Business Resource Groups, and/or Sony Pictures Action – our racial equity and inclusion strategy.
• Access to an employee online store filled with a variety of discounted Sony products.
• Watch the newest movies and TV shows at our exclusive employee screenings at work.
• Entitlement to apply for an interest-free season ticket loan.
• Automatic enrolment in the Company's Pension Plan
• Free counselling and advisory service.
• You will be automatically enrolled in the Company's Life Insurance and Group Income Protection Plans subject to any applicable service requirements.
• The opportunity to attend various social events in our state-of-the-art offices in Paddington.
• In addition to the above we have a range of other optional discounted benefits that are reviewed regularly (e.g., gym memberships, travel insurance, activity passes, car leasing, experience days and many more!)

If you require any reasonable adjustments with any part of the recruitment process, including the application or interview process, please contact us atuk_-_peopleandorganisation@spe.sony.com. Please put Reasonable Adjustment Request in the subject line of the email.

Sony Pictures Entertainment is committed to equal opportunity in all its employment practices, policies and procedures. No worker or potential worker will therefore receive less favourable treatment due to their race, age, creed, sexual orientation, colour, nationality, ethnic origin, disability, religion, gender, marital status or Trade Union membership (if applicable).

* Sony Pictures - GBR - London

Jobcode: Reference SBJ-gmpxn6-3-139-85-113-42 in your application.