IT Business Analyst

The IT Service & Support team at Sony Interactive Entertainment (SIE) is driven by a passion for redefining what world-class employee experience looks like. Our mission is to set new global standards for how IT empowers people to create, collaborate, and innovate. We’re obsessed with delivering seamless, secure, and intelligent digital experiences that not only support productivity but inspire it. This role demands curiosity, enthusiasm, and an unshakable drive to raise the bar for service excellence - every day, in every interaction. 

The operations of a multi-project technology team are complex and often overlapping. This Business Analyst role will help manage the competing demands of the team across reactive requests and structured project deliverables. The position requires careful coordination of time-sensitive activities, while ensuring consistent communication with key stakeholders. Some responsibilities will focus on operational logistics such as service management, ticket queue oversight, and reporting on service level performance. Others will center around project execution, resource coordination, and delivery of defined initiatives within agreed timelines. 

Key Responsibilities 

• Gather business and technical requirements to identify opportunities for process improvement, documentation, and efficiency. 
• Coordinate with technical teams and leadership to gather updates on priority projects and initiatives. 
• Support delivery of common objectives and milestones across multiple sites. 
• Facilitate communication and collaboration between technical locations to maintain alignment and consistency. 
• Produce regular reports and presentations showcasing IT achievements and performance metrics for both customers and internal IT leadership. This includes quarterly performance reports, annual summaries, and project-specific KPI dashboards. 
• Partner with the Services & Support leadership to ensure consistent policies, procedures, and documentation are maintained across all SIE-managed studios. 
• Oversee complex service requests, ensuring they are appropriately routed, tracked, and completed while highlighting and resolving obstacles. 
• Manage stakeholder expectations and maintain transparent communication throughout project lifecycles. 
• Contribute to life-cycle management processes for IT assets and software licensing, ensuring accuracy of inventories across supported studios. 
• Track and report on internal initiative progress, developing performance reports and dashboards using appropriate tools. 
• Support IT asset logistics, including shipment and receipt of equipment to and from UK and international studio locations. 

What We’re Looking For 

A proactive and technically skilled professional who enjoys solving complex problems, developing automations, and enhancing employee experience through data-driven insights. Comfortable working independently while collaborating effectively across global IT and engineering teams. 

Key Competencies: 

• Exceptionally organized, with strong attention to detail and precision in documentation. 
• Proactive and analytical problem solver with a hands-on approach. 
• Effective collaborator, capable of fostering strong relationships across diverse teams and disciplines. 
• Excellent written and verbal communicator, able to adapt style to suit audience and situation. 
• Resilient and adaptable to fast-paced, occasionally high-pressure environments. 
• Technically proficient across organizational and reporting tools, including PowerPoint, Excel, Tableau, SharePoint, Miro, Trello, and ServiceNow. 
• Demonstrates solid understanding of IT and business fundamentals, with curiosity for innovation balanced by practical awareness of operational constraints. 

Desirable 

• PMP or project management certifications 
• ITIL Foundation certification or higher 

Attributes 

• Employee-focused mindset with strong problem-solving and relationship-building skills. 
• Analytical and detail-oriented approach with a passion for innovation and automation. 
• Ability to manage multiple priorities and contribute to cross-functional projects. 
• Collaborative team player who leads by example and drives continuous improvement.