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. 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: 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、退伍军人身份或其他任何受法律保护的特征等因素的影响。 我们也会遵照相关法律，考虑雇佣带犯罪记录的合格申请者。 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。

Days Open: 59

Can this position be remote?: 1

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。