IT Help Desk, Process & Governance Lead

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.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 59

Can this position be remote?: 1

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.