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Digital Support Specialist
Entertainment & Media Industry Company
Englewood Cliffs, NJ, United States
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About Us
Company is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. Company owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. Company’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
POSITION SUMMARY:
The Specialist is primarily responsible for taking a lead role in assisting the department in carrying out day to day authorizations, troubleshooting, escalation and database management in addition to providing technical support for blackout events on Regional and National networks.
The Specialist will also be responsible for executing signal authorizations, implementing, updating, and tracking escalations, working with Affiliates on equipment, signal or other technical changes and for ensuring timely, seamless and reliable delivery of NBCU content to broadcast outlets and various secondary platforms. These platforms include but are not limited to NBCU owned TVE applications, NBCU owned websites and various Multichannel video programming distributors. The Specialist will provide support for the fulfillment of NBCU content. This support includes investigating issues that arise within technical distribution workflows and engaging the appropriate engineering, operations or client contacts that are responsible for content distribution to drive issue resolution. Support includes, but is not limited to, video player feeds, accelerated UDP transfers and cloud services.
PRINCIPAL RESPONSIBILITIES:
Company Entertainment Networks
Assist with signal authorization process
Data input and maintenance in headend and authorization databases daily, specifically headend technical information
Quarterly audits of authorization databases
Weekly reconciliation of System Activity and HITS authorization reports
Maintain Affiliate Operations mail account Inbox: answer, file, forward emails as necessary
Assist with testing of all database upgrades as relatable to Affiliate Broadcast Operations Department
Assist with filing, spreadsheet management and other project specific administrative activities as directed
Company Regional and National Sports Networks
All responsibilities that pertain to Company Entertainment networks
Ensure Affiliate Headend Compliance with Blackout Markets, specifically network distribution areas and equipment compatibility
Blackout Support for Regional and National Networks as directed
Company Digital Transmission
Develop understanding of the common practices of content creation, transcode, transport and syndication and become tactical support lead for one or more kinds of digital transmission (i.e. Live Streaming, VOD, UDP based file delivery).
Provide support to end-users of content delivery and player syndication services and drive issue resolution.
Monitor all work order tracking tools to ensure on-time content delivery.
Create and maintain strong working relationships with internal and external business partners.
Record all issues and discrepancies via NBCU’s proprietary defect tracking tool.
Update and maintain department best practice and standard operation procedure documentation.
Generate reports and data breakdowns that reflect work that the team is performing and that help highlight where the organization’s products and services that facilitate digital transmissions may need to be bolstered and areas where content fulfillment operations can be improved.
Qualifications/Requirements
Bachelor’s degree or related field experience is required
Minimum 1-2 years previous industry, database or related analytic experience is required
Excellent computer skills, including MS Office Suite with a particularly strong knowledge of MS Excel is required
Excellent written and verbal communication skills
Willingness to travel and work overtime, and on weekends with short notice
Must be willing to work in Englewood Cliffs, NJ
Must be willing to submit to a background investigation
Must have unrestricted work authorization to work in the US
Must be 18 years or older
Must be willing and able to work on any shift including, overnights, swing, or weekend
Desired Characteristics
Experience with Cisco PowerVu Platform (PNC database as well as headend equipment) and Motorola NCS Database preferred
Cable operations or related industry knowledge a plus
Experience with defect management: bug reporting, accurate tracking and expedited verification.
Experience working with and supporting accelerated UDP and/or TCP transfer mechanisms.
Experience working with and supporting video content management systems, Flash and HTML5 video, VOD and LIVE player operations.
Experience managing video profiles such as smooth, HDS and HLS.
Knowledge of CDN servers, CMS databases, feeds, and associated services.
Minimum of 1 year of experience in a customer facing role.