Senior Analyst

Overview

The Senior Technology Services Analyst is the first and primary point of contact within the Technology department for Major League Baseball’s internal staff and external partners, and as such, this role demands premiere technical and customer service skills, professionalism, and initiative to get problems resolved quickly and efficiently.  The role is also accountable for deploying and maintaining mission critical collaboration, productivity, and work management platforms.

Responsibilities

• Provide frontline technology support, including, but not limited to, answering inbound calls, resolving request and incident tickets, staffing our technology desk, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly
• Configure, deploy, and troubleshoot Apple and Microsoft Windows-based user equipment, including, but not limited to, desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice.
• Support AV and conference room technology and events as needed.
• Open support cases and troubleshoot and resolve vendor equipment and platform issues as needed
• Contribute to maintaining a meaningful and relevant set of knowledge base articles for end users and technology staff, including, but not limited to, onboarding / offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks
• Participate as needed in duties and responsibilities specific to your department’s operations, including, but not limited to, attending and supporting town halls, department, and team meetings, participating in routine 1:1s with supervisors, and completing timesheets accurately and punctually
• Be available to work a flexible schedule that includes non-standard hours (aka, before 9 AM or after 5 PM local time), as well as providing coverage on weekends and holidays
• Be available to travel occasionally both domestically and internationally to support events, branch offices, and youth academies
• Demonstrate an ongoing interest in personal development, including technology training and certifications, specialization of platform and service delivery, automating routine and error prone tasks, and consistently exceed our end users' expectations
• Support deployment, usage, integrations, incident and problem troubleshooting and remediation, and managing the overall service levels for accountable platforms and services
• Identify opportunities to improve team efficiency and effectiveness through automation, new platforms and optimizations to existing platforms and vendor relationships, and policy and process changes for routine tasks, such as onboarding, offboarding, new hire / new user training
• Mentor, train, and lead by example to existing and new members of the team, including staff, contractors, freelancers, and interns

Qualifications & Skills

 

• Bachelor’s Degree in a computer technology capacity such as Computer Science, IT, Broadcast Technology, or equivalent work experience
• Prior experience working in the sports industry is helpful
• Minimum of 5-7years’ experience in end-user technology support in a medium or large enterprise environment
• Professional experience with the following technology platforms and processes
• Required
• Strong Windows and MacOS fundamentals and troubleshooting skills, including hardware troubleshooting and repairs, core operating system functionality, domain integration and problem resolution
• Microsoft Office 365 and common email clients, including Outlook for Windows, MacOS, and iOS, Apple Mail, Outlook Web Access, Exchange Online, SharePoint Online, OneDrive, and Office Online
• Google Workspace fundamentals, including Google Drive, Docs, Sheets, Slides, etc.
• Collaboration and productivity platforms such as Slack, Zoom, Atlassian Cloud, Box, etc.
• Identity management platforms such as Okta, Active Directory and Azure AD
• Networking fundamentals (IP, TCP/UDP, DDI, VLANs, WiFI, ARP, etc.)
• Helpful
• Adobe Premiere and Creative Suite
• Request and problem ticket tracking platforms such as ServiceNow
• Device Management platforms such as Intune, JAMF, Kandji, etc.
• Virtualization platforms such as VMWare and Citrix
• Project and work management platforms such as Jira and Asana
• Coding and scripting experience with a general purpose programming language (ie. Java, C/C++, Python, PowerShell)
• Ability to work independently, prioritize a variety of tasks, and collaborate effectively in a complex environment with multiple teams
• Be passionate about customer service and satisfaction
• Demonstrate sufficient professionalism to interact with and communicate technical concepts and solutions to non-technical staff, including executives, on-air talent and VIPs
• Tenacious problem solver and continuous learner who can make routine decisions, solve complex problems and readily adapt new technologies in a fast paced, complex and demanding environment
• Effective communicator, in both verbal and written form, able to articulate concepts and ideas, break through barriers, engage people, and work effectively with others under pressure
• Ability to quickly establish credibility with multiple technical stakeholders, including executives, engineering, architecture, operations, security, quality assurance, etc.
• Able to treat confidential information in a discreet and appropriate manner. 
• Demonstrate a commitment to highly professional & ethical standards in a diverse workplace
• Ability to lift and carry a minimum of 20 pounds
• Able to work non-traditional hours, in non-traditional settings. This includes occasional weekends, evenings, and holidays as well as potential travel to industry and baseball special events

Salary Range: $85,000 - $105,000 (Base Salary) + Bonus

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.

Top MLB Perks & Benefits:

• Competitive Benefits Package
• Company Contributed 401K Plan
• Paid Time Off and Holidays
• Paid Parental Leave
• Access to Free Tickets to Baseball Games & MLB.TV
• Discounts at MLB Store | MLBShop.com
• Employee Assistance Programs (EAP)
• Onsite/Online Training & Development Programs
• Tuition Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Pet Insurance