Operations Support Specialist

Extreme Music, formed in 1997, is renowned in the industry and around the world for its boundary-pushing approach to production music. Its A-list roster has yielded diverse award-winning collections and includes artists and composers such as Quincy Jones, Hans Zimmer, Sir George Martin, Snoop Dogg, Xzibit, and Junkie XL to name a few. Extreme's client and project list is a veritable who's who or what's what in the entertainment field working with all major networks and studios, ad agencies and production companies. Extreme Music is headquartered in London, with its creative operations based in a 7,500 square-foot production compound in Santa Monica, California. For more Extreme information visit www.extrememusic.com. Extreme Music is the Production Music House under Sony Music Publishing.

Why join Sony Music Group?

Here at Sony Music Group, we are shaping what’s next in a way that creates impact. Forging powerful new ideas at the heart of music, technology, and culture that entertain and move people.

This is your opportunity. Part of a global community, united by individual passion, rising to that challenge every day. Adapting at pace and supporting one another, inspired to influence the future. For the benefit of you, our people; our creators, our business, and wider society too.

Be a part of an organization that is creator first. Committed to fueling excellence and always imagining more, while fostering a supportive culture, one where we elevate each other and act responsibly.

Job Purpose: You will facilitate the internal operations of the department to ensure they run smoothly. You’ll be responsible for routing service desk tickets to the appropriate team members, managing inventory and orders for department equipment, codifying processes into documentation, administering account access, and handling department communications to other teams or the company at large.

What You’ll Do: (job responsibilities)

Service Desk Response

• Review incoming tickets and provide first response, with an eye to connect users to documentation when available.
• Route tickets to the appropriate department team member or escalate to development teams for resolution.
• Look for common issues and identify candidates for documentation or knowledge base articles.
  
  

Inventory, Order, and Equipment Management

• Work closely with the Digital Content Associate to keep track of stock levels of hard drives and hard drive shipping supplies.
• Proactively request and order new inventory of hard drives and other branded supplies.
• Partner with the Digital Content Associate to ensure mastered hard drives are available for in-office pickup.
• Arrange deliveries of mastered hard drives, as necessary, in collaboration with the Digital Content Associate.
• Routinely check department equipment (e.g., the hard drive duplicator and S3 mirror) to ensure it is functioning as intended, flag issues, and arrange for replacement or service as needed.
  
  

Documentation, Communications, and Issue Creation

• Create and maintain documentation for department practices, procedures, or other issue areas, with an aim to eliminate information silos throughout the business.
• Document and distribute minutes of critical meetings as well as change logs or summaries of major platform updates (e.g., new website builds or CRM features).
• Coordinate with all team members to ensure their processes are formally documented.
• Write documentation or knowledge base articles in response to common issues arising from service desk.
• Create any necessary issues or specifications in Jira as needed by team members or developers.
  
  

System Administration

• Provision accounts for Extreme systems, especially for new employees.
• Partner with Sony/SMP IT as necessary to request new licenses or to troubleshoot licensing issues.
• Coordinate with the Office Manager to keep track of all department subscriptions, card charges, and invoices.
  
  

Who You Are: (skills and experience required)

• Excellent communication, interpersonal, and organizational skills.
• Excellent problem-solving skills.
• Ability to communicate technical ideas or problems succinctly and understandably to non-technical people, both verbally and in writing.
• Excellent attention to detail with the ability to work at a fast pace, prioritize, and multitask without sacrificing quality.
• Strong cross-platform experience with the ability to work smoothly on both macOS and Windows.
• Familiarity with Jira/Confluence is a plus.
• College degree or equivalent.
• Must be authorized to work in the United States
• 7.5-hour business workday but variations in work volume frequently require extending working hours for evening and late-night events.
  
  

What We Give You

• You join an inclusive, collaborative and global community where you have the opportunity to fuel the creative journey
• A modern office environment designed to foster productivity, creativity, and teamwork
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K employer matching
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition and student loans
• We invest in your professional growth & development
• Flexible Time Off
• Time off for a winter recess
  
  

DISCLAIMER: The anticipated annual base salary for this position is $50,000-$60,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

SMP has good cause to conduct a background investigation because honesty, trustworthiness and ethical conduct are material requirements for the performance of the responsibilities of this position.

Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

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