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Netflix Technology Systems Operations Specialist Animation United States, California, Burbank 673314538
04.07.2024
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Animation studio and production IT support is a must.
| Your Responsibilities:
- Provide day-to-day support to onsite users by serving as a primary point of contact for users seeking technical assistance.
- Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning.
- Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/maintain robust documentation to create a positive knowledge base experience.
- Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed.
- Recommend and/or implement experience improvements, potentially direct on-site Managed Service Providers (MSPs), make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements.
- Identify and link ZenDesk tickets that show a pattern of behavior/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space.
- Ensure that user interactions are at the highest quality technical support level while engaging in our organization's strategy to learn from user experience.
- Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience with partner teams, using compassionate and thoughtful feedback/ideas.
- Leverage metrics and reporting to identify trends within the environment and collaborate with cross-functional partners to proactively identify issues before they arise.
- Contribute to an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed.
- Actively participate and contribute to efforts designed to improve how users experience both technology and support at Netflix.
- Ensure the quality of support through review, feedback, and coaching.
- Flexibility in working hours to help meet the needs of the business.
- Live the Netflix Culture.
| Your Skills & Experience:
- 4+ years experience providing support in a fast-paced studio environment, working alongside talent, technical teams, vendors, contractors etc.
- Subject matter expertise of on-site studio needs for Animation, Visual Effects, Games, or post-production workflows.
- Experience prioritizing and supporting Internal and Creative Executives.
- Knowledge of troubleshooting studio infrastructure (storage, network, etc.).
- Knowledge of troubleshooting MacOS, Windows, remote workstations, and AV systems.
- Demonstrated cross-functional working relationships and advanced communication skills.
- Experience using data to tell a story and influence direction.
- Experience creating, editing, and maintaining knowledge base and/or training documentation.
- Experience with JIRA, Confluence, Zendesk or similar products.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $170,000.
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