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Job Description

A major entertainment and theme park client based in Los Angeles is looking for a Technical Support Analyst to provide L1 and L2 operational support a group dedicated to licensing and publishing IT applications. This portfolio includes applications that span contract lifecycle management, revenue accounting, revenue forecasting, product development, digital asset management, and publishing.

This will require service leadership and expertise in all areas of the Financial, Creative, and Publishing portfolio, partnering with internal and external partners. This person will ensure the operational heath of the applications by responding to technical support issues, improving and collaborating with other support teams while reporting to the Manager, Application Support & Operations. This person will also be the subject matter expert (SME) for related processes and will find and address risks to the service delivery and addressing issues before they impact service levels. Specific activities include: troubleshooting, performance monitoring, problem analysis, and support analytics.

Support Responsibilities:

Find and address risks to the service delivery and address and resolve issues before they impact service levels

Guide the technical recovery of major system outages, working with numerous partners including the outsourced service delivery, application and support teams and act as an escalation point for difficult problems and complex inquiries

Monitor all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script/code writing

Be a subject matter expert on the Licensing business and how it relates to their use of Licensing and Publishing suite of applications

Determine operational goals by studying operations; gather information; evaluate output requirements and formats

Maintain system protocols by writing and updating procedures and ensuring documentation in general

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

-3 years of experience in application support operations in a large enterprise environment

-3 years previous experience managing or supporting large digital asset management or product management systems

-2 years demonstrated experience applying ITIL or other service management methodologies

-Knowledge of application monitoring tools such as HP Business Systems Monitor (BSM), New Relic, and Datadog

-Skilled with communication in succinct, business terms without the use of technical jargon -BS in computer science or related degree

-Skilled in a fast paced environment, ability to focus on the highest priority issues and track many projects simultaneously null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].