IBM Media Services Specialist in DULUTH, Georgia

Job Description

IBM Watson Media is seeking a Media Services Specialist.

Drawing on over two decades of industry-leading AI technology, IBM Watson Media offers products that have the power to reason, understand and learn what’s inside a video. Watson Media enables leading brands to optimize video performance, maximize monetization opportunities, and unlock new value for their video content and advertisements. Our AI-driven capabilities empower our customers to not only solve current challenges, but also anticipate the intelligent future of video.

As part of IBM Watson Media’s state of the art content processing system, we provide our customers the highest level of service for content processing and delivery. A critical element in assuring we meet our client’s standards and expectations is the Customer Experience team. Media Services is a pillar of the Customer Experience team that works with external and internal resources to ensure the timely inspection and delivery of content meets both ours and our client’s SLA and service expectations.

The Specialist is involved in all stages of the life cycle of a content package, from schedule notification, to ingest, processing, distribution and finally status/archive reporting. This role is integral in the monitoring of assets and the triage and resolution of issues barring the completion of content distribution. You will participate in specific customer services like C3 capture, DAI marking, QC and other tactical functions and work to insure that our product standards and goals are continually met.

The primary teams you will work with are customers and clients of IBM, as well as the Watson Media Operations and Software Engineering teams.

Perform daily Video Content Processing tasks including, but not limited to:

  • Monitor assets through content life cycle from ingest from individual clients to distribution out to affiliates

  • Creation of C3/D4 video content including DAI marking

  • QC of schedules and meta data across all advanced digital platforms

  • Publishing of content to all destination points

  • Assure video and meta data quality standards and production schedules are continually met

  • Monitor incoming customer generated tickets and resolve accordingly to maintain high level of support and client expectation

  • Troubleshoot video and meta data schema production quality issues

  • Work with IBM Cloud Video internal departments to solve issues as they arise

  • Run and analyze ongoing reports via online product application and other software reporting solutions

Required Technical and Professional Expertise

  • At least 3 years of experience in a customer service/support role

  • Proficient in basic Office skills (Word, Excel, PPT)

  • Familiarity with media processing software

  • Roll up sleeves, get-it-done team player attitude

  • Ability to stay calm in a fast moving environment

  • Knowledge of metadata and XML schema

  • Knowledge of various video formats (mpeg, mxf, .h264, etc)

  • Knowledge of quality control best practices

  • Forward thinker that improves upon existing processes and creates new ones

  • Ability to link customer business processes with product solutions

Preferred Tech and Prof Experience

  • Familiarity with SaaS based media platforms a plus

  • Media and entertainment experience preferred with emphasis on the life cycle of a piece of video content across advanced digital platforms

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.