What are the responsibilities and job description for the DEX Ops Automation Intern – End User Support & Productivity (EUSP) position at Sony?
Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's 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: www.sony.com/en.
Position Summary
The DEX Ops Automation Intern will support the End User Support & Productivity (EUSP) organization by driving a single, well‑defined, and high‑impact initiative focused on improving support efficiency, data quality, and the organization’s transition toward an AI‑first, proactive support model.
This role is ideal for a strong self‑starter who is genuinely excited about delivering value, identifying improvement opportunities, and using data to influence how enterprise IT support operates. The intern will work closely with program leaders, Technical Field Engineers (TFEs), and cross‑functional partners to analyze support tickets, surface insights, and contribute to measurable improvements in how issues are identified and resolved.
Primary Initiative: Ticket Auditing & AI‑First Support Enablement
The intern will serve as the team’s Ticket Auditor, owning a recurring review process to evaluate service desk tickets and identify opportunities for earlier, automated, or proactive resolution using Digital Employee Experience (DEX) capabilities such as Nexthink.
This initiative will directly support EUSP’s evolution toward a more data‑driven, proactive, and AI‑enabled helpdesk model.
Key Responsibilities
Ticket Auditing & Support Optimization
All qualified applicants will receive consideration for employment without regard to any basis protected by applicable federal, state, or local law, ordinance, or regulation.
Disability Accommodation for Applicants to Sony Corporation of America
Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at careers@sonyusa.com or by mail to: Sony Corporation of America, People Experience Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.
We are aware that unauthorized individuals or organizations may attempt to solicit personal information or payments from job applicants by impersonating our company through fraudulent job postings. We take these matters seriously but cannot control third-party websites. To protect your personal information, please verify that any job posting you respond to also appears on our official Careers page: www.sonyjobs.com. Please also be advised that we never request personal identifying information (such as Social Security numbers, bank details, or copies of identification documents) during the initial stages of our application process. If you have any doubts about the authenticity of a job posting or communication, please contact careers@sonyusa.com before submitting any information.
Right to Work (English/Spanish)
E-Verify Participation (English/Spanish)
Position Summary
The DEX Ops Automation Intern will support the End User Support & Productivity (EUSP) organization by driving a single, well‑defined, and high‑impact initiative focused on improving support efficiency, data quality, and the organization’s transition toward an AI‑first, proactive support model.
This role is ideal for a strong self‑starter who is genuinely excited about delivering value, identifying improvement opportunities, and using data to influence how enterprise IT support operates. The intern will work closely with program leaders, Technical Field Engineers (TFEs), and cross‑functional partners to analyze support tickets, surface insights, and contribute to measurable improvements in how issues are identified and resolved.
Primary Initiative: Ticket Auditing & AI‑First Support Enablement
The intern will serve as the team’s Ticket Auditor, owning a recurring review process to evaluate service desk tickets and identify opportunities for earlier, automated, or proactive resolution using Digital Employee Experience (DEX) capabilities such as Nexthink.
This initiative will directly support EUSP’s evolution toward a more data‑driven, proactive, and AI‑enabled helpdesk model.
Key Responsibilities
Ticket Auditing & Support Optimization
- Perform daily/weekly audits of support tickets processed by Technical Field Engineers across AM and EU regions.
- Cross‑reference ticket trends against potential DEX scenarios 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.
- Leverage SQL querying skills to analyze ticket data and support the development of dashboards measuring support performance and progress toward AI‑first goals.
- Partner with full‑time team members to translate analyses into clear, leadership‑ready dashboards and visualizations.
- Support tracking of trends over time across support areas, regions, and ticket categories.
- As the formal ticket auditor, proactively recommend improvements to ticket data structure, categorization, and quality.
- Help identify inconsistencies or gaps in how tickets are logged that limit effective analysis or automation.
- Contribute suggestions that strengthen long‑term reporting, analytics, and proactive support capabilities.
- Support the creation of executive‑level summaries that translate ticket and trend analysis into actionable insights.
- Assist in preparing recurring updates or presentations that communicate progress toward proactive and AI‑driven support.
- Help ensure findings are communicated clearly to both technical and non‑technical stakeholders.
- Currently enrolled in an undergraduate program (Sophomore or Junior preferred).
- Demonstrated ability to operate as a self‑starter with minimal oversight.
- Strong analytical mindset with comfort working in structured and unstructured data.
- Experience with SQL querying and data analysis.
- Strong Excel, PowerPoint, Outlook, and broader M365 skills.
- Excellent written and verbal communication skills.
- Highly organized, detail‑oriented, and motivated to deliver measurable value.
- Ability to work onsite in San Diego at least 3 days per week.
- Background or coursework in Computer Science, Data Analytics, Economics, Business, or related fields.
- Familiarity with IT service management concepts, helpdesk operations, or DEX tools (e.g., Nexthink) is a plus.
- Experience creating dashboards, analyses, or summaries for leadership audiences.
- Interest in enterprise IT, automation, AI, and proactive support models.
- Ownership of a high‑visibility, high‑impact initiative with real operational outcomes.
- Hands‑on experience influencing an enterprise IT organization’s shift toward AI‑driven and proactive support.
- Practical experience auditing real support data and improving data quality at scale.
- Exposure to executive reporting, dashboards, and decision‑making processes.
- Opportunity to translate technical insights into business and leadership‑ready recommendations.
All qualified applicants will receive consideration for employment without regard to any basis protected by applicable federal, state, or local law, ordinance, or regulation.
Disability Accommodation for Applicants to Sony Corporation of America
Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at careers@sonyusa.com or by mail to: Sony Corporation of America, People Experience Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.
We are aware that unauthorized individuals or organizations may attempt to solicit personal information or payments from job applicants by impersonating our company through fraudulent job postings. We take these matters seriously but cannot control third-party websites. To protect your personal information, please verify that any job posting you respond to also appears on our official Careers page: www.sonyjobs.com. Please also be advised that we never request personal identifying information (such as Social Security numbers, bank details, or copies of identification documents) during the initial stages of our application process. If you have any doubts about the authenticity of a job posting or communication, please contact careers@sonyusa.com before submitting any information.
Right to Work (English/Spanish)
E-Verify Participation (English/Spanish)
Salary : $21