Intern, DEX Ops Automation

Sony Corporation of America located in New York NY is the U.S. headquarters of Sony Group Corporation based in Tokyo Japan. Sonys principal U.S. businesses include Sony Electronics Inc. Sony Interactive Entertainment LLC Sony Music Entertainment Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today a vast array of Sony movies television shows and music and the PlayStation Network Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: Summary

TheDEX Ops AutomationIntern will support the End User Support & Productivity (EUSP) organization by driving a singlewelldefined andhighimpactinitiative focused on improving support efficiency data quality and the organizations transition toward anAIfirst proactive support model.

This role is ideal for a strongselfstarterwho is genuinely excited about delivering valueidentifyingimprovement opportunities and using data to influence how enterprise IT supportoperates. The intern will work closely with program leaders Technical Field Engineers (TFEs) andcrossfunctionalpartners to analyze support tickets surface insights and contribute to measurable improvements in how issues areidentifiedand resolved.

Primary Initiative: Ticket Auditing &AIFirstSupport Enablement

The intern will serve as the teams Ticket Auditor owning a recurring review process to evaluate service desk tickets andidentifyopportunities for earlier automated or proactive resolution using Digital Employee Experience (DEX) capabilities such as Nexthink.

This initiative will directly support EUSPs evolution toward a moredatadriven proactive andAIenabledhelpdesk model.

Key Responsibilities

Ticket Auditing & Support Optimization

• Performdaily/weekly audits of support tickets processed by Technical Field Engineers across AM and EU regions.

• Crossreferenceticket trends against potentialDEXscenarios that could have enabled earlier detection or automated resolution.

• Identify recurring issues missed automation opportunities and data gaps that prevent proactive remediation.

• Produce concise weekly insights highlighting opportunities to improve efficiency automation and user experience.

• Share findings with program leadership and frontline teams to support continuous improvement.

Dashboards Data Analysis & SQL Support