Discovery

  • Production Support Analyst

    Posted Date 3 weeks ago(8/1/2018 8:30 AM)
    Requisition ID
    20209
    Location
    UK-London
    Career Category
    IT & Technical Operations
    Type
    Company Employee Full-Time
  • Position Summary

    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.

     

    Position Summary:

    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.

     

    Responsibilities

    • Provide 2nd level support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team.
    • Develop and maintain effective working relationships with business customers to maintain business expertise and alignment.
    • Clear understanding of software development lifecycle methodologies and documentation standards
    • Provide functional and business expertise for IT projects and business systems support
    • Monitor (ServiceNow) trouble management system to ensure all reported production issues are addressed according to published service level agreement
    • Prioritization of production issues and coordination of standard business initiatives.
    • Provide system expertise to IT training team in support of new employee training and ongoing system training needs
    • Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues.
    • Perform assigned tasks from the regular production support checklist.
    • Develop test cases, and execute manual or automated scripts as requested to support the associated QA tasks relevant to system or infrastructure maintenances, changes, upgrades or patches.
    • Provide operational support for vendor applications.
    • Coordinate Review and respond to system audit alerts in a timely manner.
    • Maintain up-to-date documentation and procedures that define the operability of the application and system administration.
    • Monitor severs for performance and service interruption.
    • Maintain configuration of multiple environments and support the implementation of application patches and releases.
    • Perform configuration management for implementation of new system functionality into production.
    • Provide and coordinate support for the QA environment and the QA team
    • Participate in cross-functional teams to address business or systems issues.
    • Support Infrastructure and Application enhancements.
    • Support New Network Launches and Rebrands configuration.
    • Provide yearly upfront support including after hours and weekend support
    • Develop and execute IT test plans and coordinate IT testing and UAT activities.
    • Participate in the design process to ensure that business requirements are being satisfied
    • Ensure compliance with Discovery’s Software Development Lifecycle documentation and mandated compliance requirements for all application changes
    • Ensure that scheduled jobs (e.g., SSIS packages, cron jobs) complete successfully and escalate to the Lead when needed in the case of complex discrepancies
    • Ability to write, modify, and execute SQL queries for Oracle and SQL Server
    • Assimilate system knowledge and application behavior through the review of Interface Control Documents (ICD’s)
    • Communicate issue status to internal and external stakeholders, including senior leadership
    • Perform prescribed tasks to maintain compliance with all ITIL, SDLC, SOX, and Internal Audit requirements for all application changes
    • Familiarity with MS Office products; primarily Access and Excel – ability to troubleshoot, debug, do lower level coding/pivots etc.
    • Perform other relevant duties as assigned

    Requirements

    • Possesses a Bachelor's degree in Information Systems, Computer Science, or related field from an accredited university.
    • Media Industry Experience. Experience with Content Scheduling or Air Time Sales applications.
    • Good working knowledge of IBMS Content application.
    • Ability to work across multi-cultural virtual teams.
    • Previous IT development or application support experience
    • Possesses a cursory understanding of application programming, database and system design
    • Has the ability to work on multiple items at one time and to ensure that overall priorities are being met
    • Has the ability to read, interpret, and utilize technical software documentation for trouble ticket solution execution
    • Can work in an on-call capacity and possesses the acumen to escalate when needed even during non-standard business hours
    • Possesses strong organizational and problem solving skills
    • Possesses strong analytical skills, be detail oriented and able to complete duties with a high level of accuracy
    • Has a keen sense of business processes and understands how user-level problem reports fit into the larger business process ecosystem
    • Ability to write SQL queries on Oracle and SQL Server databases
    • Familiarity with MS Office products; primarily Access and Excel – ability to troubleshoot, debug, do lower level coding/pivots etc.
    • Ability to troubleshoot/debug software application issues across a widely varied collection of platforms
    • Ability to understand data models and write ad hoc reports requested by users
    • Legal right to work in the UK.

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