IT Support Analyst

Your life at Ubi

The IT Support Analyst offers support for all applications within the Collaboration & Communication services to all internal users. You will be responsible for the tracking of incidents and the follow-up of user requests. 

Your main mission

• Provide first & second level support for Collaboration & Communication products: identify, research, troubleshoot and resolve functional & technical issues 

• Respond to users’ requests via Service Now ticketing app, emails, and phone calls: gather information related to incidents or issues, then determines the root cause of the problem and devise solutions to resolve the user’s issue.  

• Document, dispatch and escalate complex issues or problems to 3rd level support  

• Analyze software, hardware and business processes. 

• Create documentations and how-to articles in Service Now Knowledge Base, Jira, Confluence or SharePoint online. 

• Maintain detailed records of user issues and use these notes to diagnose and repair complex problems.  

• May examine records of a user’s history problems and offer suggestions to the Product Team to prevent future issues. 

• Provide assistance in developing training material and provide regular information regarding system and business changes. 

• Maintains documents containing procedures and best practices. 

The professional value you bring

• Customer service background and exposure in a multi-national company 

• Excellent customer service, organizational skills & ability to quickly establish good working relationships with clients 

• Experience with Microsoft 365 & Agile methodology is a plus  

• Enthusiasm for continual learning 

 
The personal value you bring

• Excellent communication and writing skills and good interpersonal skills. 

• Ability to make complex information accessible. 

• Ability to make decisions autonomous based on the information available. 

• Work independently with minimal supervision to meet performance metrics. 

• Train and mentor junior colleagues and give backup support to team members. 

• Excellent command of English. 

About us
Ubisoft’s team members, working across more than 40 locations around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. This ambition is very much embedded into our work here, at Ubisoft Romania, where we create games that reach millions of people worldwide. We’re working with top global Ubisoft studios on creating worlds that shape the entertainment industry - from Assassin’s Creed and Tom Clancy's Ghost Recon, to Watch Dogs, Just Dance and other exciting projects, yet to be announced. We are driven by the work we do and inspired by the fun we have while doing it!

We’re an equal opportunity employer and we believe that diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves.

Our colleagues from the IT department engineer and deliver reliable services & products for Ubisoft’s game development teams and for our player communities, as well as developing apps for internal, world-wide use.