Digital Operations Analyst
- Contract Role, Onsite, Northern NJ
- 5PM – 1AM , 5 days a week
RedStream Technology is recruiting for a Digital Operations Analyst to join a dynamic Digital Operations Center focused on Live streaming and related apps. The Digital Operations Analyst to provide Tier 1 support to a range of platforms including issue intake, response and communication.
Major Responsibilities:
- Assist with quality control of the client’s digital products across a variety of platforms including web, mobile web, iOS, Android and connected devices
- Monitor live streaming and broadcast events across the suite of digital products
- Execute incident management escalation procedures including issue intake, triage, mitigation and stakeholder management during the lifecycle of all issues impacting the client’s owned and operated digital products
- Provide real time support to operational representatives and stakeholders to support initiatives regarding live and VOD direct to consumer digital access to products across all supported devices
- Generate reporting catered to new initiatives and features dedicated to supporting products such as direct to consumer live and VOD streams
- Utilize operations tooling to assess the quality of live streams and perform manual overrides to help mitigate potential issues
- Address or highlight business issues related to the client’s products communicate and collaborate with internal product, engineering, content and broadcast team regarding issues with any of the digital products
- Research new digital technologies to support new innovation opportunities for the client
- Identify product and/or design flaws to be addressed by the Product Development teams
- Assist with the production of actionable insights to support product and content decisions
- Own of data-driven research projects for a variety of digital products
- Create reports around key initiatives and overall product performance
- Monitor message boards and social media outlets and report on fans positive/negative feedback relating to our client’s products
Required Skills/Knowledge:
- Strong analytical skills with attention to detail
- Experience creating reports and presentations
- Familiarity with the digital analytics space and how to evaluate the performance of websites and apps
- Knowledge of digital analytics and visualization tools is a plus (e.g. Adobe, Tableau, etc.)
- Passion for delivering world-class online, mobile, and application experiences for sports fans
- Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and sales teams
- Experience with incident management and/or customer support tooling is preferred (e.g. Jira, ServiceNow, OpsGenie, ZenDesk, NewRelic, etc.)
- Active user of digital products
- Familiarity with all platforms, including web, mobile web, IOS, Android, game consoles and connected TVs
- Knowledge of and passion for sports
- Willingness to learn and master multiple digital products
- Strong research and analytical skills
