Associate ALM Support Analyst

Associate ALM Support Analyst

The Associate ALM Support Analyst provides a key cornerstone of technical support for PlayStation Studios QA, PlayStation Studios, and its partners. They are responsible for service desk triage, monitoring and ticket resolution duties, as well as tier 1 and 2 ALM tasks, across all supported applications and services.

Primarily these tools include our Application Lifecycle Management (ALM) tools such as Jira, Confluence, and TestRail, custom in-house developed tools, as well as collaborative enterprise tools such as SharePoint and Microsoft Teams.

Responsibilities

Live and Breathe the Service Desk

• Customer-facing support for first line support requests via our service desk
• Daily handover of key workload to global peers
• Curation and maintenance of relevant articles in our knowledge bases
• Timely updates to customers on issue progress and blockers
• Escalation of un...