ZeniMax Jobs

Service Owner

Division: Bethesda Softworks | Department: Platform | Location: Rockville , MD, US

Bethesda.net is looking for a Service Owner to join our Bethesda.net Live Operations team that has a passion for delivering value to customers and continuously improving our services. Working closely with our internal teams and partnered studios, you will own, develop, maintain, and improve processes that enable them to quickly and reliably iterate on, and distribute AAA games through our Bethesda.net platform. As an interface between our Live Operations team, our internal teams, and the customer, you will collect feedback to distribute to support teams and ensure that it is used to drive continuous improvement.

 

Responsibilities

  • Writing and managing complex cross departmental process and procedures relating to the services you own.
  • Schedule and prioritize release & deployments to the platform ensuring there are no conflicts, in collaboration with development teams.
  • Own and maintain a release calendar
  • Collect, distribute, and pursue completion of continuous improvement items
  • Assist in root cause identification and resolution of production incidents
  • Record and analyze downtime for maintenances and incidents
  • Collect, distribute, and pursue completion of continuous improvement items

 

Requirements

The ability to work well in a team environment and communicate effectively with people of varying technical knowledge is essential. You will be responsible for monitoring the success of the processes you own and raising visibility to stakeholders when risks are identified.

 

Experience creating, successfully rolling out, and managing process and procedures will be necessary for this role. In order to be successful, you will also require experience working with customers to collect feedback for improvement and to develop new solutions to their challenges. You will need to be prepared to be an escalation point for our customers when they have a problem with the services we are providing. We are looking for self-motivated, organized, and customer focused individuals that are constantly driving for continuous improvement.

 

  • Minimum 2+ years of experience developing, documenting, implementing, and managing policies and procedures.
  • Minimum 2+ years of experience developing and maintaining customer feedback loops
  • Minimum 2+ years of experience identifying and prioritizing opportunities for improvement and driving continuous improvement
  • Minimum 2+ years of project management experience.
  • ITIL training or knowledge of ITIL Service Management principles a plus
  • Capable of acting as a procedural escalation point for the customers
  • Experience working closely with people of varying technical and operational skill levels
  • Ability to quickly prioritize a high volume of work
  • Experience managing expectations with customers while not over committing

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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