Sr Analyst Field Services

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career! 

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

Universal Studios Hollywood (USH), the world's largest working movie studio and theme park, is looking to fill a Senior Analyst role in the Field Services area.  This position will be responsible for POS support escalations (software and hardware) at USH Theme Park and CityWalk.  The systems include, but are not limited to: Ticketing, Food, Retail and Parking.  This position is also responsible for all projects and special events associated with these applications.

Responsibilities

• Provide 3rd level of support and monitor/participate in outage calls, when needed.
• Partner with PMO for project management of large projects or lead small/medium size projects directly
• Coordinate with the Field Service team to quickly and efficiently troubleshoot, repair or replace equipment as requested
• Maintain accurate inventory for all changes in software and hardware.
• Interact with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary (i.e., Ceia Metal Detectors, ValueLink Gift Card System, DeelMedia Menu Boards).
• Microsoft Windows technology knowledge (i.e., Administration, User Accounts, AD).
• Monitor and participate in outage calls during critical incidents
• Research, analyze, and evaluate new technology software and hardware and make recommendations.
• Assist with special projects and events in the early stages of planning, staging, testing, installing and support at Universal Studios Hollywood Theme Park and Universal CityWalk.
• Record incidents and service request tickets and their detailed resolution in Service Now.
• Perform remote and onsite troubleshooting through diagnostic techniques.
• Lead day-to-day support operations/activities while also handling system upgrades, patching, Inventory and PCI audits, when needed.
• Maintain accurate inventory for all changes in software and hardware.
• Provide daily recap to IT leadership
• Travel to offsite locations, as needed.
• Varying schedule as assigned to meet business needs
• Other duties as assigned

Qualifications

Qualifications/Requirements

• Minimum 4 years POS experience
• Knowledge of Windows 10
• Strong technical and analytical skills
• Strong communication and organizational skills
• Excellent customer service
• Must be willing to work weekends and nights (holidays included)
• Must be able to occasionally lift, carry, pull, push, and/or move up to 25 pounds
• Experience with Omnico/Clarity Freedom POS, Kronos,  Gateway Ticket