A major entertainment and theme park client based in Los Angeles is looking for a Technical Support Analyst to provide L1 and L2 operational support a group dedicated to licensing and publishing IT applications. This portfolio includes applications that span contract lifecycle management, revenue accounting, revenue forecasting, product development, digital asset management, and publishing.
This will require service leadership and expertise in all areas of the Financial, Creative, and Publishing portfolio, partnering with internal and external partners. This person will ensure the operational heath of the applications by responding to technical support issues, improving and collaborating with other support teams while reporting to the Manager, Application Support & Operations. This person will also be the subject matter expert (SME) for related processes and will find and address risks to the service delivery and addressing issues before they impact service levels. Specific activities include: troubleshooting, performance monitoring, problem analysis, and support analytics.
Support Responsibilities:
Find and address risks to the service delivery and address and resolve issues before they impact service levels
Guide the technical recovery of major system outages, working with numerous partners including the outsourced service delivery, application and support teams and act as an escalation point for difficult problems and complex inquiries
Monitor all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script/code writing
Be a subject matter expert on the Licensing business and how it relates to their use of Licensing and Publishing suite of applications
Determine operational goals by studying operations; gather information; evaluate output requirements and formats
Maintain system protocols by writing and updating procedures and ensuring documentation in general
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
-3 years of experience in application support operations in a large enterprise environment
-3 years previous experience managing or supporting large digital asset management or product management systems
-2 years demonstrated experience applying ITIL or other service management methodologies
-Knowledge of application monitoring tools such as HP Business Systems Monitor (BSM), New Relic, and Datadog
-Skilled with communication in succinct, business terms without the use of technical jargon
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.