Associate ALM Support Analyst

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 managemen