Problem Manager - contract

Requisition Number: 155314

Position Title: Contingent

External Description:

Problem Manager - Contract

Term: 12 months

Location: Austin, TX

 

We are EA

And we make games – how cool is that? In fact, we entertain millions of people across the globe 24/7 with the most amazing and immersive interactive software in the industry. But making games and delivering a flawless player experience is hard work. That’s why we employ the most creative,resourceful and passionate people in the industry.

The Challenge Ahead

The world of technology is changing at a rapid pace and EA is pivoting to leverage those changes to our full advantage.  At the same time, we must also change how we operate.  One of the biggest improvements we intend to make is learning how to analyze our operating environment. We believe in identifying problems proactively, and we have some big thoughts on how to make that a reality. This role is a key component in that strategy. The TechOps Experience & Optimization (E&O) team is responsible for ensuring the quality and measurability of the EA online ecosystem. We raise the bar by creating and consuming data to drive efficiency in workflows, operations and lifecycle support. Data is our primary asset, accountability and ownership are our traits, and feedback is our value.

As a Problem Manager, you will drive a culture of continuous improvement and iteration. This role requires a candidate who is interested in utilizing operational data to isolate and implement improvements in processes, systems, architecture, and people. To be successful in this role, you will need to be highly inquisitive, technical, and understand how to use analytical tools to extract knowledge from data. This role requires an individual who understands technology, and can leverage your experience and logic to focus on the right things. The successful candidate in this role will not be working hands on with technical systems, but will work closely with Service Line Managers to highlight solutions to technical problems. Having a background leading complex analysis, projects or programs, being comfortable creating new processes, managing their implementation, and getting results is critical to your success.

Key Responsibilities

• Build an Enterprise-wide Problem Management discipline from the ground-up that does not hinge on individual effort and which celebrates improvements and encourages focus on opportunities.
• Deliver actionable problem improvement plans and own them to completion while being accountable for their SLAs.
• Analyze the architecture of existing systems and leverage key data and SLA’s to suggest improvements and optimizations to these quality of these systems to prevent problems from occurring.
• Develop and manage strong partnerships with all internal and external teams to establish trust and ensure continuous improvement and problem management aren’t processes of afterthought.
• Ability to identify opportunities for automation and work with multiple cross functional teams to make those areas of opportunity a reality.
• Gather data-driven feedback using various analytics tools such as ServiceNow performance analytics, Power BI, or Tableau and distill those data into actionable items.
• Curating data from various sources into single, easy to understand views which can be presented to stakeholders to establish an understanding of complex problems.
• Develop measurements and KPI’s to improve operational performance.
• Engage with teams across EA to understand areas in which insight is lacking.
• Develop process plans and engagement strategies for implementing key improvements.
• Deliver continual results via progressive process improvements that reduce gaps in performance goals and enable world class performance.

Qualifications

• BS or BA degree in Computer Management, Information Systems or other business/analysis-oriented degree.
• Minimum five to seven years of experience in a process improvement or problem management role.
• Have a strong understanding of incident, change and problem management processes and requirements.
• Excellent oral and written communication skills and the ability to translate between technical and business teams.
• Extensive understanding of IT service management.
• ITIL Certification or an understanding of the principles of service support as defined in the ITIL framework.
• Strong understanding of IT terminology and infrastructure components (networking/systems/DBA/storage) and how these operate together.
• Must demonstrate strong quantitative, analytical and conceptual thinking skills.
• Ability to define problems, document and establish facts to draw valid conclusions.

What's in it for you?! Glad you asked!

We love to brag about our great perks like comprehensive health and benefit packages, tuition reimbursement, 401k with company match and, of course, free video games. And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off of creativity and individuality. At EA, we live the “work hard/play hard” credo every day.

#LI-JR2

City:

State:

Community / Marketing Title: Problem Manager - contract

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 27

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.