Support Analyst
3 weeks ago
Welcome to Warner Bros. Discovery... the magic place where dreams come true.
Who We Are...
When we talk about "the magic place where dreams come true," we're not just talking about the world of wizards, dragons, and superheroes, or even the wonders of Planet Earth. Behind WBD's wide range of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the visionaries shaping what's coming next...
From talented creatives, to technology pioneers, around the world, WBD provides career defining opportunities, carefully selected benefits, and the resources to explore and develop into your best self. Here you are supported, here you are appreciated, here you can flourish.
Support Analyst plays a key role in how we deliver exceptional production support to our Warner Bros. Discovery external workers worldwide. As a Support Analyst – Vendor Management System, you will contribute to the management and ongoing enhancement of VMS.
We are seeking an enthusiastic and tech-savvy professional with previous experience in VMS or ERP supporting intricate or large-scale systems. Ideally, you have collaborated in global virtual teams and feel comfortable in a fast-paced, international, and dynamic setting.
Responsibilities:
- Handle and resolve Tier 1 support tickets promptly, accurately, and courteously
- Act as the primary point of contact for customers, managing all incoming support requests professionally and empathetically
- Evaluate incoming support tickets efficiently, categorize them correctly, and direct them to the appropriate teams or individuals for resolution
- Skillfully manage customer problems and escalations, meeting or surpassing customer expectations as per service level agreements (SLAs) across different severity levels
- Demonstrate initiative and independent thinking in resolving customer issues, exploring creative solutions when needed
- Collaborate with other teams to lead continuous improvement projects
- Identify self-help opportunities and contribute to the development of a knowledge base to enable customers to find solutions to common queries
- Utilize analytical tools for root cause analysis and resolution of application issues
- Conduct system governance activities following the software delivery lifecycle
- Keep updated on cutting-edge technologies to provide innovative solutions to business requirements
- Engage with MSPs and business stakeholders to ensure proactive sharing of feedback on product enhancements and system challenges
- Conduct necessary system and regression testing during release cycles and for system enhancements
- Prioritize and adapt effectively in a fast-paced and dynamic environment
- Experience or grasp of integrations is advantageous
- Show ability to work independently as well as part of a team
- Openness to learning and adapting to new technologies and tools
Required Skills:
- 3+ years of experience in Tier 1 application support
- 2-3 years of experience with SAP Fieldglass/Beeline or similar vendor management systems
- Thorough understanding of inbound and outbound integrations
- Experience with service desk/ ticketing tools, particularly ServiceNow, is preferred
- Demonstrated history in a support or service role, with a solid track record of efficiently resolving customer issues
- Proficiency in troubleshooting and resolving system interface errors, system-related issues, and unexpected outcomes
- Flexibility to work in different shifts and across multiple time zones
- Strong time management, mindfulness, multitasking, and follow-up abilities
Education: Diploma/ Degree in Information Technology, or equivalent required
How We Operate...
This final section holds special importance Here at WBD, our guiding principles form the foundation of our operations and are integral to how we accomplish tasks. You can discover them at along with insights from the team on their significance and application in daily activities. We hope they resonate with you and eagerly anticipate discussing them further during your interview.
Promoting Inclusivity at WBD
Warner Bros. Discovery recognizes the value of building a workforce that mirrors the diversity of our society and the world around us. Being an equal opportunity employer means that we are committed to evaluating qualified candidates based on merit, without regard to gender, ethnicity, age, sexual orientation, religion, marital status, pregnancy, parenthood, disability or any other protected category.If you are a qualified candidate and require adjustments or accommodations to seek a job opening or apply for a position, please reach out to us.-
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