Job Description

We are the Operational Excellence IT team that supports our rapidly growing, international Universal Parks and Experiences consumer products team at NBCUniversal. We ensure the health of our technical ecosystem, and the efficiency and effectiveness of IT and business partner processes by:

• Interfacing between business engagement, engineering, and infrastructure teams.
• Jumping in when there is a technical firefight, creating the ad hoc teams of specialists to solve the problem, performing the root cause analysis, and implementing process improvements to make sure that the issues do not recur.
• Creating common tools and processes to make our operations predictable, repeatable, and reliable.
• Continuously improving our capability maturity throughout the SDLC and operations.
• Automating the dev ops processes for efficiency and error-proofing.
• Monitoring IT and business process health through data gathering, analytics and visualization.
• Knowledge management, capturing actionable directions for previously seen issues.

We matrix into other project teams to ensure their success and ensure the continuing health of our IT ecosystems across a vast scope of licensing capabilities, from gathering sales leads to contract and rights management, product development, financial forecasting, invoicing and cash application.

The technical Business Solutions Analyst role is in equal parts a reactive Technical Support role, remediating issues in the field, and a proactive strategic process design and automation engineer, continuously improving our ability to support to business partners. The OE team are also responsible for managing new application server builds as well as operating system and database upgrades. There will be new challenges every week requiring creative solutions, continuous learning and resourceful team building.

You are energized by expanding your breadth of IT knowledge. You are keen to solve real business and technical issues under time pressure, and to ensure that they become increasingly easier to solve, or indeed do not recur, through process automation, formal Project Management, SDLC and ITSM processes and knowledge management. You are comfortable learning new low-code/no-code solutions to automate processes (e.g., Microsoft Power Apps and Power Automate, Salesforce Flow Builder) and data analytics tools (e.g., Microsoft Power BI and requisite Semantic / Data Modeling) to provide actionable dashboards. You enjoy improving team performance through collaboration tools (e.g., Microsoft Teams and SharePoint, Atlassian Confluence) and work management systems (e.g., Jira, Salesforce Service Cloud), ServiceNow.

• Eager to learn continuous process improvement skills and put them to use (e.g., Six Sigma, LEAN).
• Complete implementation of Salesforce Case Management customer service management capabilities, with supporting Salesforce Service Cloud knowledge base solution, including automations for process optimization, triaging incoming requests, reassigning as needed to the appropriate support queue and reporting on Support health, task tracking for the OE team’s own initiatives.
• Integration of Jira with Microsoft Teams and Outlook.
• Integration of Jira with Confluence Project Plans, Advanced Roadmaps.
• Consolidation of Jira and Salesforce data via PowerBI for presentation in Confluence and live visuals in managerial PowerPoint-based communications.
• Continuously monitor our application logs for signs of impending issues via Splunk, Datadog and sending alerts to the appropriate Support group’s Microsoft Teams channel for their timely action.
• Improve our deployment automation using GitHub Actions.
• All other duties as assigned.

Qualifications

This is an exciting opportunity to develop and apply a wide range of Technical Support skills to real-world problems in a world-class environment.

• Bachelor’s degree in Computer Science, Business Information Systems or related field
• 2+ years’ experience in Software Development, Technical Operations or Customer Technical Support; 3+ years preferred
• Skilled in SDLC and project methodologies for software development including use case development, testing coordination, test case development, deployment plans
• Some basic programming / scripting; basic SQL is required, Python a plus, not sure if we want to add
• Strong interpersonal skills: ability to develop and maintain good working relationships with staff, executive team, external partners as needed for collaborative problem solving

PREFERRED QUALIFICATIONS:

• Ability to work full time from NBCU LA offices, with flexibility for occasional extended hours including Friday evening upgrades for high-risk initiatives
• Prior experience with Microsoft Power Apps, Power Automate strongly desired
• Prior experience with Jira / Salesforce Case Management strongly desired
• Prior experience with Atlassian Confluence strongly desired
• Prior experience with Application Performance Monitoring tools (DataDog, Splunk) for timely defect diagnostics and resolution strongly desired
• Experience configuring, using, integrating collaboration tools (e.g., O365 / Teams / SharePoint)
• Experience with IT Best Practices: e.g., ITIL, ITSM, various formal SDLC methodologies – especially use case development with traceability to requirements
• Formal Project Management experience (e.g., PMI certification or studies)
• Experience with Process Improvement methodologies: e.g., 6 Sigma, LEAN
• Some hands-on system administration and diagnostics (e.g., database-, web-, network, administration)
• Industry experience or passion for the Film Business, Retail Sales, Consumer Products Licensing, Theme Parks, Direct to Consumer, Finance, Rights Management, CRM / Salesforce
• Continuous learner: driven towards maintainable solutions balanced by responsiveness needs with ability to quickly learn and apply broad array of technologies to solve real-world problems
• Strong analytical & problem-solving skills: highly organized, detail-oriented, goal-driven
• Ability to demonstrate initiative, work on assigned development tasks independently, leverage team members and resources as necessary, apply critical and creative thinking, be adaptive in the face of conflicting requirements, challenging the status quo where necessary
• Excellent time management: Ability to effectively prioritize, manage aggressive timelines and professionally navigate high pressure situations
• Growing a broad technical tool kit, including experience with, or desire to learn, several of the following or their equivalent: Atlassian Confluence, ServiceNow / AutoNow, Salesforce Case Management, Kanban, Power BI, Microsoft Teams, SharePoint, Application Performance Monitoring, application server and database administration / configuration, Splunk, Postman, Test Automation, DevOps Automation, Load Balancing, AWS, Salesforce, IIS, .NET, Oracle.

Hybrid : This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

Salary range: $90,000 - $115,000

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.