Associate ALM Support Analyst

Why Sony Interactive Entertainment?

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

At PlayStation Studios, we believe that our people are what make us exceptional. We foster a playfully positive culture and are always seeking new and diverse faces to help us grow. Join us and be a part of a world-class team that crafts outstanding entertainment experiences.

As part of PlayStation Studios, you will have the chance to support the full library of PlayStation Studios, including Naughty Dog, Insomniac Games, Polyphony Digital, Guerilla Games, and many more. Collaborate with world-class developers and contribute to the next great PlayStation Studios release.

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 f 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

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

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 unresolvable issues to senior team members, external team or vendors
  
  

World Class ALM Support

• Administer and support application lifecycle tools (e.g., Jira, Confluence, TestRail) used across multiple teams or studios
• Configure workflows, automation and integrations
• Manage user access, vendor onboarding, VPN/IP allowlisting coordination, and project-level permissions Partner with teams to gather requirements and deliver tailored tooling solutions
• Assistance with testing of system upgrades and application rollouts
  
  

Best of The Rest

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

Requirement

• Technically Minded
• Bilingual in English and Japanese
• Detail-Oriented
• Excellent interpersonal communication and presentation skills
  
  

Bonus Advantages

• Software development and testing methodologies, practices and nomenclature - ideally within the gaming industry
• Experience of managing ALM tools such as Jira and Confluence
• Experience of working with service desk tools such as Jira ServiceDesk or ZenDesk
  
  

Qualifications & Experience

• Educated to degree level in relevant discipline, or equivalent experience
• Familiarity with ITIL best practices and service management principles; ITIL certification is a plus
• JLPT N5 or above
  
  

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

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, maternity or parental status, 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.

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.