DEX Ops Automation Intern – End User Support &… at Sony… · San Diego

Summary: Sony Corporation of America is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. The DEX Ops Automation Intern will support the End User Support & Productivity organization by driving initiatives focused on improving support efficiency and data quality, contributing to a transition toward an AI-first support model. Responsibilities: - 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 Required Qualifications: - 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 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 - Interest in enterprise IT, automation, AI, and proactive support models Required Skills: SQL querying, Data analysis, Excel, PowerPoint, Outlook, Microsoft 365, Digital Employee Experience (DEX) tools, Nexthink, Dashboard creation, IT service management, Helpdesk operations Benefits: The individual will be paid hourly and eligible for overtime.