Associate Service Delivery Analyst - 12 month FTC

Role Overview

With over 120 Million customers in 109 countries, Sony Interactive Entertainment (SIE) is committed to using data to understand The Players: our customers, better than anyone else. Using the amazing networked power of PlayStation®5, PlayStation®4 and our other PlayStation systems we learn how they use them for gaming, and how they use the networked services like streamed games, music, video, and how they pay, and how we can improve their customer experience. We work with games developers, marketing, R&D, PlayStation Store and many other parts of Sony to constantly improve our customer experience and enhance our business potential!

Information Capital & Data Services (ICDS) team has grown rapidly over recent years in response to a growing need for the business to leverage data to advise and shape key decisions, and to identify new opportunities. Split between London and California, ICDS is made up of high-quality data professionals covering the disciplines of architecture, data engineering, data warehousing, cloud infrastructure/platforms, insights reporting, operations, service management, data science, machine learning, scrum master’s and project management.

The Service Experience team provide a wrapper of excellent service around data products and services delivered built in-house by our engineering teams. We’re proud to put customers at the heart of everything we do and average 4.9/5 customer satisfaction score and we keep on improving. We’re on an automation journey, reducing friction and time to access ICDS services and enabling us to expand our service offering.

We’re currently recruiting for a full time, fixed term person to provide cover in the ICDS Service Experience Team for 12 months. You’ll have the opportunity to work closely with teams from all disciplines across ICDS, managing our services and delivering automation, reporting and other initiatives that span our data world.

What you’ll be doing

• Provide controlled and approved access to users to ICDS’s products and services to our exacting customer standards.
• Investigate issues and ensure that development teams have all the information they need to resolve them
• Identify and document improvements to processes and services where needed
• Investigate and develop automations that reduce the manual effort in our processes
• Develop reporting for data latency that enhances our customer understanding of our services.

What we are looking for

• 3 years’ experience of service desk / technology Services provisioning
• Understanding or experience of the following technologies
• AWS or other cloud technologies
• Snowflake/Databricks
• Confluence
• Slack
• Jira Service desk/ServiceNow
• Jira
• Tableau/Domo or other reporting tools
• Data Observability tools Datadog/BigPanda/Grafana/Prometheus/Splunk
• Understanding of big data, data science
• Must be proactive and customer focused

Benefits:

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers