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Technology Systems and Operations Specialist
2 months ago
We are seeking a highly skilled Technology Experience Specialist - Animation to join our team at Netflix Animation Studios. As a key member of our technology team, you will be responsible for managing and maintaining technology services on-site, partnering with our remote support team, and acting as an escalation point for various applications, services, and technologies.
Your Responsibilities- Provide day-to-day support to onsite users, serving as a primary point of contact for technical assistance.
- Investigate, document, and categorize user interactions to identify trends and contact reasoning.
- Prioritize technical issues, triage/research bugs, and develop/maintain robust documentation to create a positive knowledge base experience.
- Recognize and connect patterns in user experience across 1st and 3rd party technologies.
- Recommend and/or implement experience improvements, potentially directing on-site Managed Service Providers (MSPs).
- Identify and link ZenDesk tickets showing patterns of behavior/user friction, curate stories, and maintain the health of the User Experience Jira space.
- Ensure user interactions meet the highest technical support level while engaging in our organization's strategy to learn from user experience.
- Engage with our global team to gather information, data, and context to bridge user experience with partner teams.
- Leverage metrics and reporting to identify trends within the environment and collaborate with cross-functional partners to proactively identify issues.
- Contribute to an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to support the team as needed.
- Actively participate in efforts to improve user experience of technology and support at Netflix.
- Ensure the quality of support through review, feedback, and coaching.
- 4+ years of experience providing support in a fast-paced studio environment, working alongside talent, technical teams, vendors, and contractors.
- 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.
Netflix is a unique culture and environment. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
