As Discovery Communications’ portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.
From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.
In Solutions Delivery, we provide software design and development services to business units around the globe. We provide quality assurance testing services, both manual and automated, for all in-house developed and third party applications supporting our internal customers. In addition, we provide tier two application production support services to over one hundred different applications globally.
Our focus is enterprise application development using state of the art front end development tools and database technology. We follow an agile software development lifecycle methodology for all new development projects and a hybrid waterfall/agile methodology for legacy application modifications. We are currently in the process of migrating many of our applications to Amazon Web Services and transitioning to a continuous integration model.
We support all major revenue generating areas within Discovery including US Ad Sales, International Ad Sales, US Affiliate Sales, and International Affiliate Sales. We also support Discovery’s global content supply chain – from idea submission through production through scheduling and airing across the globe.
This position provides high quality and timely Tier 2 support to end users in the organization for 60+ Media Systems applications.
The focus of the role is to provide Production Support for our Discovery Networks Europe (DNE) Ad Sales, Research and Content applications, as part of the Solutions Delivery organization at Discovery Communications. The Support Analyst will work with the Discovery Inventory Management, Scheduling, Air Time Sales and Research user groups. The role will involve the successful resolution of business software application issues.
Working with multiple user groups across Discovery International, the Support Analyst will manage incoming issues from initial report thought to resolution. Issue and problem management will be a major part of the role along with some project based work.
The Support Analysts will serve as a first line intake from multiple Tier 1 service desks across the Discovery Organization and must possess unparalleled, professional communication skills. Strong Multi-tasking skills are also required as Support Analysts must juggle multiple, high priority tickets simultaneously while maintaining professionalism. Strong technical problem solving (issue identification and prioritization) skills are essential for this role which also includes troubleshooting issues for complex database applications.
This position provides operational support for application vendor, business application systems, migrating in-house and vendor releases, configuring test environments and debugging data issues.
The analyst will perform and track system configuration, support release management tasks, and any maintenance as required. The Support Analyst will also act as a subject matter expert for the functions assigned to them, as a liaison to the business.
The Support Analyst Interacts with business users, Service Desk staff, business analysts, quality assurance analysts, and software development teams to resolve application and environment problems.
There may be a need for evening and weekend support for critical issues or release deployment tasks. The Support Analyst is responsible for coordinating with the Support team to migrate software to production and testing environments and performing assigned scheduled tasks. Other key responsibilities include responding to assigned ServiceNow tickets from customer requests and following configuration management best practices. The role will also require some level of application testing, including the support of software quality assurance activities and all facets of the software development lifecycle.
The Support Analyst works under direct supervision of the Lead Support Analyst in DNE.