Technical Support Analyst

Job Title: Technical Support Analyst

Business Area: Warner Bros. Discovery Technology

Team: Global Operations Technology (GO-TECH)

Location: Warner Bros. Studio Tour Tokyo, JP

Reports to: Manager, Technical & Support Operations

Start Date: Q4 2023

About Warner Bros. Discovery

Warner Bros. Discovery, a premier global media and entertainment company, offers audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, streaming and gaming. The new company combines WarnerMedia's premium entertainment, sports and news assets with Discovery's leading non-fiction and international entertainment and sports businesses.

Warner Bros. Discovery... the stuff that dreams are made of.

グローバル・オペレーションズ・テクノロジー(Go-Tech)配下のテクニカル・アンド・サポートオペレーションズチーム(Tech Ops)はツアーの運営に関わる情報システムのサポート業務を担当する部署です。

本業務では、テクニカル・サポート・アナリストとしてユーザーとの窓口となり、アプリケーションスペシャリスト（社内SE）と一体となってインシデントやチェンジリクエストの対応にあたります。責任を持って案件を管理し、ユーザーに対し適切な進捗報告を行います。また、社内の様々な部署と連携し案件を解決へと導きます。

エスカレーション先は海外となる場合もありますので、日本語に加え基本的な英語力が必要になります。

当ポジションは業務の性質上オフィス勤務となります。

その他の業務内容:

• サービスデスクシステムを使い、案件を常に最新の状態に保つ
• プロジェクト時の技術的なサポート提供
• 協力会社やベンダーとの折衝
• システムメンテナンスの実施
• ハードウエアの資産管理
• 定期的なPCI監査の実施
• 各種ドキュメント作成
• ユーザートレーニングの実施

※より詳しい業務内容については英文を参照してください。

Who are the GO-TECH team?

GO-TECH are part of the Warner Bros. Discovery Technology group and look after the tech that supports our Global Retail, eCommerce and Tours businesses. They are responsible for all operational, digital, marketing, and guest-facing technologies, as well as serving as the central hub for all technical support activities. We are also responsible for the WB Studio Burbank and Leavesden application including Warehouse.

The GO-TECH Portfolio spans across the following key businesses and their back-end operations:

• WB Studio Tour London
• WB Studio Tour Hollywood
• WB Studio Tour Tokyo
• Platform 9 ¾ Retail Shops, London
• Harry Potter On Location, London
• Harry Potter Flagship Store, NYC
• WB Studio Leavesden
• WB Studio Burbank

The Role

Key technical support resource for the successful day to day operational running of the tour. Experience supporting critical business applications such as ticketing and retail systems in a large entertainment venue is preferred. Strong knowledge of B2C business applications such as POS, hardware support and network troubleshooting is essential. Passionate about providing the best technical support to ensure that guests to the tour have a seamless experience. Able to work under pressure to changing priorities.

You will be the first port of call for business users, responding to inquiries, triaging issues, and requests. You will be the owner of service requests tickets. Providing fixes and working with team members, vendors, and external partners to bring the issues to closure. You are outspoken and ability to maintain a pleasant relationship with the business is essential.

You are confident enough to partner with the business for regular reviews of service tickets, engage with the different departments when making morning checks at the tour and proactive in your approach to resolving incidents. You constantly strive to always improve service where possible and take pride in the work you do. You collaborate and support others and are an excellent team player.

A solid understanding of business application and system integration is required, whilst strong experience in as many of the following is highly desirable: Admission ticketing, Websites, eCommerce, Retail POS, Warehousing, Inventory management, Finance systems, HR systems, Customer Service and Reporting / Analytics. Experience in operating within PCI landscapes will be considered advantageous.

You will be part of the GO-TECH Technology group for the Warner Bros. Studio Tour Tokyo; working in close collaboration with peers from our existing portfolio and leveraging technical specialists as needed, both across the GO-TECH team and wider Warner Bros. Discovery Technology group, globally.

Positive and effective collaboration with other Warner Bros. Discovery Technology groups and Business Unit resources is essential.

Besides being proficient in Japanese, you are confident enough to communicate in English.

Available to work flexible hours to accommodate offshore collaboration, as well as responding during off-hours to lead resolution of critical project issues or operational incidents is expected.

What else will you be doing?

• Using our helpdesk system to ensure that all service requests are triaged, answered, and resolved in a timely manner to meet our SLAs
• Ensure that appropriate service requests are escalated to the correct person in charge and resources are dispatched accordingly
• Perform continuous prioritization of service requests throughout the day
• Perform Regular Health checks of systems, being proactive as possible to avoid incidents
• Work closely with the GO-TECH "Centre of Excellence" in Los Angeles and London for best practice and support
• Work with our vendors and teams to log service tickets and follow up on incidents, change requests, and application enhancements to ensure we are meeting SLAs for service
• Be a resource for the project team where required (hardware releases / business application enhancement or implementation / testing / business application support)
• Complete regular PCI Audits, meticulous with your detail of this task
• Logging of all assets into a computerized system
• Assist with regular reviews of user's access to the various systems at the tour
• Perform System upgrades where necessary, lead on the testing for these upgrades, partnering with the business for user acceptance testing
• Assist with any data protection reviews or requests to remove data as instructed by our legal teams
• Provide user training
• Create user manuals and technical how-to documents for business and internal use
• Keeping the documentation up to date
• Travel between the WBSTT physical locations (Tour, Warehouse, Call Centre) will be essential
• Move heavy tech devices such as POS terminals, PCs, Printers, Payment devices to appropriate locations in case of incidents, relocation, or receiving deliveries

Work Experience

• Must have experience:
  • Minimum of 5 years of relevant experience
  • Minimum of 5 years of experience working in an internal information technology department supporting business applications and reporting platforms
• Desired/preferred experience:
  • Experience working with Japanese retail and admission ticketing solutions
  • Experience working within manufacturing or entertainment company
  • Experience working in an international environment across different time zones (The position will require working early mornings and late evenings when required)

Education & Qualifications

• Undergraduate degree in Computer Science or relevant work experience - strongly preferred

We are committed to creating both a workforce and content that are as diverse as the global audiences we serve. See what we are doing for Diversity, Inclusion and Belonging here at Warner Bros. Discovery.

https://www.warnermediagroup.com/diversity

How We Get Things Done...

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits...

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.