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IT Help Desk, Process & Governance Lead

位置: Texas, USA

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このポジションはもう募集していません。

Requisition Number: 172680

Position Title: Program Manager

External Description:

 IT Help Desk, Process & Governance Lead 

 

Electronic Arts is a global leader in digital interactive entertainment. The Company's game franchises are offered as both packaged goods products and online services delivered through Internet-connected consoles, personal computers, mobile phones and tablets. EA has more than 275 million registered players and operates in 75 countries.

 

Our team, The IT Operations group is responsible for maintaining the application, infrastructure and data services as well as enterprise mobile applications that support all employees throughout EA. 

Our goal is to maintain and provide reliable services of all employee tools & tech that help each and every EA employee do their job and contribute to the goal of EA making the world’s greatest games.



What will you be doing? 



You will be responsible for driving the successful delivery of the IT Help Desk function working in close collaboration with internal and external partners to achieve set goals and objectives. With a primary focus on working closely with our outsourced provider in maintaining and improving the Help Desk service to the employees in a measurable way and also to identify and drive IT process improvements. you will ensure that best practices are applied to  Incident and Task Management processes, and these practices are being followed throughout the entire Incident and Task lifecycles. 

You will also be responsible for process governance (Incident, change, release, MI etc..) to Define, sustain and continued improvement of the IT operational processes, develop and implement governance and performance management functions (i.e. driving/tracking metrics, vendor performance management, financial metrics and reporting including escalation and resolution

 

You will be interacting with product managers, operations managers, architects, application engineers, infrastructure engineers and operation engineers across the US and other geographies.

DUTIES AND RESPONSIBILITIES:  

  • Proven people management experience managing a distributed team of Help Desk and IT professionals comprising of full-time and contracted resources in a fast-paced and dynamic business environment supporting multi-site operations across global time zones.
  • Proven experience and ability to transform IT help desk / IT Processes by identifying opportunities and implementing automation. Proven experience working, configuring, and training virtual agents, and documentation that will help to provide self-service capabilities.
  • Experience with Enterprise-grade IT Management and support automation systems (pager duty, Service now, ansible, RPA etc.., )
  • Ability to define and execute roadmaps and vision to improve the employee experience.
  • Hands-on experience managing user interactions, passionate about improving employee experience working along with other IT stakeholders. Build and maintain employee/agent-facing knowledge base articles for self-service. 
  • Responsible for the creation and maintenance of processes, delivery execution, and adherence to the process for ITIL Processes
  • Define, measure, track, and report on service and product measures through Customer Satisfaction Surveys, Productivity Reports, and Automation of the services delivered and improve on employee experience, communication, and technical skills to enhance the quality of services delivered.




Qualifications:

  • Bachelor's degree in a computer-related field or equivalent work experience.
  • Requires 7 or more years of experience in all aspects of IT.
  • Requires 3-5 years of experience in the management of IT.
  • Track record of sound judgment, problem-solving, decision making, organizational and analytical skills
  • Process-oriented with strong communication, analytical and organizational skills.
  • Self-motivated, self-directed, and customer service-focused.
  • Ability to collaborate and communicate with all levels of the organization, from peers to management and executives.
  • Ability to multi-task and manage competing priorities in a fast-paced environment.
  • Experience creating processes around IT functions and support.

 

            

Other Qualifications:

  • ITIL, CSM, ITSM, or similar certifications and knowledge.
  • DevOps knowledge

City:

State:

Community / Marketing Title: IT Help Desk, Process & Governance Lead

Company Profile:

Electronic Arts Inc.は、インタラクティブ・エンターテイメント・ソフトウェアの世界的大手企業です。 EAは、インターネットに接続されたコンソール、パソコン、携帯電話、タブレットに対してゲーム、コンテンツおよびオンラインサービスを提供しています。

EEOText: EAは雇用機会を均等に提供します。 雇用に関する決定を下す際は、人種、肌の色、国籍、出身国、出身民族、身体的性別、社会/文化/心理的性別、性別自認または性別表現、性的指向、年齢、遺伝情報、宗教、身体障害、病状、妊娠、婚姻状況、家族状況、軍役経験の有無、および法律で保護されたその他のあらゆる状況は考慮されません。 また、犯罪歴のある人物の雇用も、募集要項を満たす応募者の場合は適用法令に従って検討します。 さらにEAでは、身体に障害のある方々のために、適用法令によって定められた職場環境を整えることも行っています。

Days Open: 59

Can this position be remote?: 1

EEO Employer Verbiage:

EAは雇用機会を均等に提供します。 雇用に関する決定を下す際は、人種、肌の色、国籍、出身国、出身民族、身体的性別、社会/文化/心理的性別、性別自認または性別表現、性的指向、年齢、遺伝情報、宗教、身体障害、病状、妊娠、婚姻状況、家族状況、軍役経験の有無は考慮されません。 さらにEAでは、身体に障害のある方々のために、適用法令によって定められた職場環境を整えることも行っています。

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