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Technical Analyst, Operational Support

Posting
Job Title
Technical Analyst, Operational Support Time Warner
Division
Warner Bros. Entertainment Group WB Business Unit WB Technology Industry Film Production and Distribution Area of
Interest
Technology/Information Technology Location United States - California - Burbank Requisition # 164361BR Position
Type
Full Time Company Overview Warner Bros. has been entertaining audiences for more than 90 years through the world’s most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team. Business Unit Overview WB Technology combines Warner Bros.’ industry-leading technologists and disciplines to ensure global alignment with business strategy and accelerated delivery of innovative technology solutions studio- and industry-wide. From pre-production through archiving, the WBT organization will provide critical business and technology intelligence and services to all Studio business units. WBT manages the Studio’s enterprise systems and solutions, emerging platforms, information security, consumer intelligence, content mastering and delivery, and more. Posting Job Description What part will you play?
Warner Bros. Entertainment Inc. seeks a Technical Analyst, Operational Support for the BT&WS: Studio Facilities & Theatre Ventures department. The Technical Analyst position, reports into the Technical Manager of the Operational Support Division and is responsible for delivering technical support to the Business Technology Applications of the WB Studio Leavesden (WBSL) Portfolio.
 
This is a technically hands on support analyst role, providing database, server, application, and interface development configuration, administration, and support for all applications within the WBSL portfolio. Additionally, responds in off-hours to lead resolution of critical system incidents and outages.

The role achieves goals by troubleshooting and resolving incidents, implementing mitigating procedures to avoid re-occurrence, adhering to standard operating procedures, implementing efficiencies in day-to-day ticket management procedures and providing technical expertise (when requested) for project and enhancement work.

The role requires working within the Operational Support Division team, including WB employees, Independent Contractors, on & off shore Support Partners, Vendors, and all types of external technology resources. Collaboration with other supporting WB Technology shared resources and business unit resources is essential.
  • Responsible to daily provide expert level technical support to the entire WBSL portfolio of applications and supporting technologies; hands-on troubleshooting and resolution of systems interfaces, application issues, application upgrades, patches and fixes; acting as single point of contact for all supporting technologies and managing communications with vendors, business stakeholders, on & off shore teams.
  • Responsible to understand business processes and effectively apply them to appropriate application and technical solution. Becoming Subject Matter Expert in supported applications Assisting the Technical Manager, responsible to lead technical resources, vendors, and business experts to successfully achieve technical solutions.    
  • Working with the Project Division team when consulted, on technical design and delivery of new applications, interfaces, and reporting capabilities; Assisting in change management processes successful for all application and process changes Assisting in Unit Testing & System Integration Testing (SIT) for the supported applications, producing test plans & test cases.    
What do we require from you?
  • Computer Science or other technical Bachelor’s Degree or equivalent experience required.
  • 5+ years of experience in applications support of a large and diverse portfolio.
  • 5+ years of experience in software development, including Java, .Net, XML, JSON, SQL Server, MySQL, Oracle.
  • 4+ years of client-facing service experience.
  • 3+ years of experience in complex systems integrations to financial and other systems.
  • 3+ years of experience of solution delivery across a large organization.
  • 3+ years of experience managing full application lifecycle.
  • 2+ years of experience with supporting applications on AWS or AZURE a plus.
  • Consults on business systems technology and processes to achieve collective understanding among colleagues and establish improvement objectives that align with department strategies.
  • Providing hands-on & analytical approaches when troubleshooting/dealing with support issues.
  • Assists in the execution of business system technology and process improvement objectives.
  • Maintains configuration and version management processes for production and test business systems.
  • Performs sophisticated and in-depth technical and process analysis to uncover and resolve system and process issues.
  • Reports improvement opportunities.
  • Accountable to delivery timelines and service level performance.
  • Work as part of the team of technical resources/contributors (internal, external, or combination thereof).
  • Provides technical knowledge to full Operational Support Division.
  • Performs technical assessments on process and systems and delivers summary information to management.
  • Assists in the execution of a project or project elements related to their area of expertise.
  • Accountable for technical work effort estimates and timelines for projects and enhancement work.
  • Manages business partner expectations during incident resolution.
  • Maintains understanding of changing business needs for the areas supported and the subsequent impact on process or technology.
  • Works effectively and efficiently in:
    • a fast-paced multinational corporation, across different time zones.
    • a multi-labor work environment that includes internal, out-sourced resources and other third-party service providers.
    • a high-volume ticketing and retail environment (highly desirable).
  • Understands process and technology related dependencies and issues, and factors them into decisions and recommendations.
  • Works independently within process or technical area, applying in-depth knowledge of multiple technologies as appropriate.
  • Acts as a consultant to Technology professionals and Business partners in their area of process and/or technical expertise.
  • Expert knowledge of Microsoft, XML, Scripting, and/or Java programming languages, and Structured Query Language.
  • Experienced in delivering or supporting enterprise sized systems and infrastructures.
  • Experienced software development life cycle concepts.
  • Understanding of IT infrastructure architecture concepts.
  • High understanding of client-server software architecture concepts.
  • Ability to manage multiple tasks and competing priorities.
  • Excellent conflict management skills.
  • Excellent written/verbal oral communications and presentation skills; able to communicate with people confidently at all levels in a professional and mature manner.
  • Well-organized & disciplined; attention to detail is crucial.
  • Able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
  • Highly self-motivated & work with limited supervision.
  • Experience in RTPro, Xytech, Salesforce / SMC, Facilities Maintenance, Tours Systems, and security systems (desirable).
  • Experience with retail POS, inventory, sales order and receivables applications, custom and package software (desirable).
  • Experience working in Studio Facility environment (desirable).
But Wait, There's More! At WBT we look for members who want to:
  • Be Curious: Seek out opportunities to learn, and who aren’t afraid to ask questions
  • Own It: Be the driver, and take accountability
  • Embrace Change: The technology landscape is ever changing – we’re looking for people who are ready to change along with it.
  • Engage and Influence: Share your passion for technology, and develop great relationships with colleagues and collaborators
  • Respect: Show empathy and respect to all, and operate with the best intentions
  • Live the #WBLife: At WBT we look for team members who want to “Contribute to Our Community

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The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation, gender identity or any other category protected by law.