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
TheDEX Ops AutomationIntern will support the End User Support & Productivity (EUSP) organization by driving a single,well‑defined, andhigh‑impactinitiative focused on improving support efficiency, data quality, and the organization’s transition toward anAI‑first, proactive support model.
This role is ideal for a strongself‑starterwho is genuinely excited about delivering value,identifyingimprovement opportunities, and using data to influence how enterprise IT supportoperates The intern will work closely with program leaders, Technical Field Engineers (TFEs), andcross‑functionalpartners to analyze support tickets, surface insights, and contribute to measurable improvements in how issues areidentifiedand resolved.
Primary Initiative: Ticket Auditing &AI‑FirstSupport Enablement
The intern will serve as the team’s 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 EUSP’s evolution toward a moredata‑driven, proactive, andAI‑enabledhelpdesk model.
Key Responsibilities
Ticket Auditing & Support Optimization
Performdaily/weekly audits of support tickets processed by Technical Field Engineers across AM and EU regions.
Cross‑referenceticket 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
Leverage SQL querying skills to analyze ticket data and support the development of dashboards measuring support performance and progress towardAI‑firstgoals.
Partner withfull‑timeteam members to translate analyses into clear,leadership‑readydashboards and visualizations.
Supporttracking oftrends over time across support areas, regions, and ticket categories.
Data Quality & Process Improvement
As the formal ticket auditor,proactivelyrecommend improvements to ticket data structure, categorization, and quality.
Helpidentifyinconsistencies or gaps in how tickets are logged that limit effective analysis or automation.
Contribute suggestions that strengthenlong‑termreporting, analytics, and proactive support capabilities.
Executive Reporting & Communications
Support the creation ofexecutive‑levelsummaries that translate ticket and trend analysis into actionable insights.
Assistin preparing recurring updates or presentations that communicate progress toward proactive andAI‑drivensupport.
Help ensure findings are communicated clearly to both technical andnon‑technicalstakeholders.
Required Qualifications
Currently enrolled in an undergraduate program (Sophomore or Junior preferred).
Demonstrated ability tooperateas aself‑starterwith 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.
Preferred Qualifications
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.
Interestin enterprise IT, automation, AI, and proactive support models.
What the Intern Will Gain
Ownership of ahigh‑visibility,high‑impactinitiative with real operational outcomes.
Hands‑onexperience influencing an enterprise IT organization’s shift towardAI‑drivenand proactive support.
Practical experience auditing real support data and improving data quality at scale.
Exposure to executive reporting, dashboards, anddecision‑makingprocesses.
Opportunity to translate technical insights into business andleadership‑readyrecommendations.
The target hourly rate for this internship is $21.00per hour. The individual will be paid hourly and eligible for overtime
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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.
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Sony’s purpose is simple. We aim to fill the world with emotion, through the power of creativity and technology. We want to be responsible for getting hearts racing, stirring ambition, and putting a smile on the faces of our customers. That challenge, combined with our spirit of innovation, motivates us to create groundbreaking technology, entertainment, and services for people worldwide.
Our history as a global brand has been built around employees that all have a passion for touching peoples' lives, and pride in pushing beyond the status quo to produce truly extraordinary results.
We’re uniquely positioned because we operate in many different industries - from movies and music to video games and electronics. And, with offices around the globe, we benefit from a global workforce that learns and grows together through mutual respect.
If you're ready to join a diverse team at an innovation-led company with the power to change lives, then we encourage you to read up on the different Sony group companies and check out our Life page. Then, get in touch, and together, let’s make the world say wow.
