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IT Support Specialist - 12m FTC, JIRA required (Contracted via Yoh Solutions)

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognised as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Role Overview:

The IT Support Specialist provides the key cornerstone of technical support for PlayStation Studios QA and it's partners. They are responsible for 1st & 2nd line service desk triage, monitoring and ticket resolution duties across all of our supported applications and services. As well, the delivery of builds from the development teams to title stakeholders.

JIRA Administration experience is a key requirement for this opportunity

Primary these tools are compromised of our Application Lifecycle Management team (ALM) tools, such as JIRA, Confluence and TestRail, custom in house developed tools, as well as collaborative enterprise tools such as SharePoint and MS Teams

What you’ll be doing:

Support the business by providing key services to PlayStation Studios, PlayStation Studios QA, and other Sony entities via:

Live and Breathe the Service Desk

• Customer-facing support for 1 st line support requests via our service desk
• Resolution of escalated 2 nd line issues with support staff or vendors
• Daily handover of key workload to global peers
• Curation and maintenance of relevant articles in our knowledge bases
• Timely updates to customers of issue progress and blockers
• Regular KPI monitoring

World Class ALM Support

• Expert application configuration for both internal and external customers
• Creative ALM solutions that meet customer requirements
• Management of our user account base, permission, and licencing requirements
• Monitoring of system stability and usage to ensure a high level of reliability
• Assistance with testing of system upgrades and application roll-outs

Timely and Accurate Build Management

• Regular monitoring of build transfer systems
• Download
• Keeping within defined

Best of The Rest

• Aiding lead staff and management via support for projects and initiatives
• Exploring service improvement opportunities via ongoing team collaboration
• Communication via phone, chat, email, face-to-face and onsite visits to customers
• Set weekend overtime via a defined team rota (only if requested by customers)
• Domestic and international travel may be required

What we're looking for:

Essential

• Methodical Troubleshooting Skills
• Creative and Innovative Solutions
• Technically Minded
• Detail-Oriented
• Excellent interpersonal communication and presentation skills

Desirable

• Software development and testing methodologies, practices, nomenclature - ideally within the gaming industry
• Bi-lingual English and Japanese

Essential

• 1+ years Jira Administration experience
• 2+ years in a technical service provider role

Desirable

• Educated to degree level in relevant discipline, or equivalent experience
• ITIL v3 or v4 Foundation
• ITIL v3 Service Lifecycle track – Service Strategy, Service Design, Service Operation, Service Transition
• Atlassian Qualifications
• JPLT N5 or above

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

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