Lead Application Support Analyst

Location: Austin, Texas US

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Requisition Number: 152534

Position Title: Business IT Analyst II

External Description:

Electronic Arts, is seeking a highly motivated and highly qualified Lead Support Analyst to become a member of the EA IT Team supporting EA’s Player Experience services, in particular EA’s Worldwide Customer Experience group.   

This position will support all Contact Centre Advisor Tools (both within EA and Outsourced Contact Centres) and requires high levels of customer focus delivering support services.  Communication skills are vital in both dealing with EA business users and EA’s technical external partners and suppliers and presenting to senior EA business leads.  The role will require good technical skills for trounldshooting and maintaining applications and ensuring applications continued fitness as business critical production systems.

The successful candidate must work well both independently and as part of a cross-functional team with the ability to assess high-urgency situations in a calm and collective manner.

Responsibilities

  • Troubleshoot application, network, and server level problems for WWCE systems
  • Provide technical expertise in identifying, evaluating and developing systems and procedures
  • Proactively address service delivery issues, either within EA or by vendors
  • Perform operational readiness planning and activities for new services and deployments, including technical review
  • Support the technical preparation for EA product launches
  • Report on service performance to IT and business management including senior business stakeholders
  • Drive multiple service improvement initiatives, both procedural and techincal
  • Maintain consistency with other IT Ops support teams
  • Develop, track, and report key performance measurements for the service
  • In conjunction with incident management teams, manage escalations and communications
  • Partner with other EA teams on a consistent basis in order to reduce WWCE tools downtime
  • Take an active role in IT projects supporting the wider ITO organisation
  • Manage the relationships with suppliers, support partners, and application partners, including escalations and service performance
  • Contribute strongly to service improvement, in particular automation

Skills & Qualifications

  • Cloud technology experience, ideally AWS administration
  • Jira familiarity, to use and construct dashboards and reports
  • Web application and Linux experience (i.e. MySQL, PHP, Python,JAVA,HTML,JS, Linux commands, scripting, debugging)
  • Salesforce administration experience, in particular Salesforce Lightning
  • Bachelors degree preferred
  • Strong experience with IT Service desk/Network Operations/Engineering to include ownership and management of incident escalation, resolution tracking and resolution reporting
  • Strong written and verbal communication skills
  • Strong crisis management skills
  • Strong quantitative, analytical and conceptual thinking skills
  • Ability to define problems, document and establish facts to draw valid conclusions
  • Demonstrable IT support expertise
  • Cloud technology experience, ideally AWS administration
  • Jira familiarity, to use and construct dashboards and reports
  • Web application and Linux experience (i.e. MySQL, PHP, Python,JAVA,HTML,JS, Linux commands, scripting, debugging)
  • Salesforce administration experience, in particular Salesforce Lightning
  • Hosted telephony contact centre experience
  • Demonstrated ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimisations through automation
  • Strong experience with IT Service desk/Network Operations/Engineering to include ownership and management of incident escalation, resolution tracking and resolution reporting

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Community / Marketing Title: Lead Application Support Analyst

Company Profile:

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

EEOText: EA 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 for 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.

Date Opened: 2018-09-21 20:48:22.84

EEO Employer Verbiage:

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

Location: Austin

Location_formattedLocationLong: Austin, Texas US

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