filler

Live Operations Support Analyst

Location: Vancouver, BC, Canada

Notice

This position is no longer open.

Requisition Number: 166971

Position Title: Systems Administrator II

External Description:

Live Operations Support Analyst

At our core, Electronic Arts is a game maker that connects hundreds of millions of players from around the globe to some of the world's greatest games. The EAX team is driving the strategy and implementation of important projects for EA's community of players to connect them to one another and to the games they love to play. These projects include EA Play (our subscription service on Origin, EA app, PlayStation, Xbox and Steam), Origin and EA app (EA's gaming services on PC), and a host of other consumer experiences and strategies to connect friends across platforms and within our games.

In your role as EAX SupportOps Analyst, you will work within the EAX Support team and partner with EAX development teams and EA's other service providers, being a conduit between these partners and the teams in the EAX group. You will assess and manage any issues that arise on EAX platforms and internal tools through to resolution. Your background in and experience with customer support and incident management will allow you to troubleshoot complex systems and bridge the gap in discussions, alerts and reports between both technical minded and non-technical minded partners. As part of the broader EAX Support team, you will be a contributor to the SupportOps team based in Vancouver reporting to an EAX SupportOps Lead.

 

Requirements:

 

You’re someone with a track record including the following:

 

  • 1+ years experience in Live Operations, IT Service Desk or Live QA or other relevant industry experience.
  • Experience in Incident Management and Customer Support experience is beneficial.   
  • You have used monitoring tools such as New Relic.  
  • You can perform well as part of a team.
  • You can find your way within a company and have the experience that helps you work and excel in a multi-functional organization.
  • You understand your strengths and can engage with all partners.

 

You also bring the following skills or experiences to our team:

 

  • Familiar with ServiceNow, Jira and Confluence.
  • Articulate and well spoken.
  • You can quickly ingest and apply new concepts, principles, and solutions. 
  • Culture of learning, ability and hunger to take on new challenges. 
  • You can work with our partners, both technically and non-technically.
  • Experience in online services or gaming industry is desirable.



Responsibilities:

 

In a typical week as a EAX SupportOps Analyst, you would…

 

  • Manage all EAX incidents, including assessment, tracking and incident resolution.
  • Partner with other EA, EAX and external teams to reduce platform and service downtime.
  • Provide quick and efficient resolution to all support requests.
  • Take an active role in SupportOps projects supporting our team and the larger EAX organization.
  • Maintain documentation of runbooks and processes.
  • Assist the Problem Manager to resolve any tasks related to Problem Records.
  • Follow up on RCA's and organize conversations where needed.

 

You’ll work with…

 

  • Other members of the EAX organization to ensure effective issue management by communicating on incidents, problems and support requests with engineers and partners. 
  • Teams from other studios to provide support where needed with EAX tools and services.

 

Additional Information:

  • This role is required for 24/7 operations.
  • As part of a predefined schedule, it is expected that this role will include some weekend/overnight on call work. This won't occur until training is complete.
  • It is also expected you will work on public holidays if this is required.

City:

State:

Community / Marketing Title: Live Operations Support Analyst

Company Profile:

Electronic Arts Inc. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。

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: 14

Can this position be remote?: 0

EEO Employer Verbiage:

EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律,为符合条件的残障个体改善工作环境。

Click here to view our Data Privacy Policy.

google-site-verification: google7f7a22bb8fdf2c3d.html