Developer

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

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The Software Support Developer will be the first point of contact for managing support tickets via Service Now and routing them to appropriate personnel when the request requires code fix. 

Your Role Accountabilities:  

• Provide customer service and first level support to both external licensees and WBD internal users 

• Provide initial review of all tickets and troubleshoot for resolution 

• Escalate issues to the Level 2 support team when ticket requires code fix or application enhancements  

• Provide additional assistance via phone or zoom when the customer requires additional help with access, authentication, workarounds, etc. 

• Maintain an overall awareness of Saas solution updates via vendor release portal 

• Maintain documentation related to new users, multi-factor authentication, and quick reference guides. 

• Ensure initial contact service level agreements with our customers and vendors are upheld 

• Participate in efforts to execute testing on bug fixes that require solution enhancement when necessary  

• Follow all standard operating procedures (SOP) and maintain updated ticketing for events, incidents, requests, changes, problems, etc.  

• Understand the relationships, dependencies and impact of integrated business functions, core systems, applications, and technical platforms  

• Maintain relationships with other product support teams that service as the source or target system within our data flow 

• Perform other duties as required or assigned

Deliverables: 

• High quality user documentation 

• User setup guide 

• User access guide 

• MFA setup guide 

Qualifications & Experiences:  

• 2+ years of customer service experience 

• Experience with both traditional Waterfall SDLC and Agile/Lean methodologies  

• Ability to manage multiple, concurrent projects, activities, and tasks under time constraints  

• Exceptional communication, teamwork and influencing skills that foster a collaborative and continuous improvement environment  

• Strong critical/analytical thinking and problem-solving skills  

• Detail oriented, adaptive and a strong collaborator with a good work ethic  

• Strong verbal and written communication skills  

• Must be a self-starter 

How We Get Things Done…