Based on the internal customer base that includes 3D artists, 2D artists, Production Coordinators, Managers, and Producers, I planned a customer service project organization structure for streamlining the company’s workflow.
The structure included:
- Clear definition of issue categories based on users’ feedback. Different Service Desk JIRA projects were created to allocate the most common issues across the studio.
- Plugin integrations and automation setup for all the different Service Desks.
- Permission and notification groups we re-defined to distribute support coverage between the two Technology Project Coordinators, and the technical support teams.
- Team notification re-structure for internal tech teams to be aware of the most pressing issues relevant to their support roles. Internal teams included Technical Directors, Desktop Support, Render Wranglers, Asset Development team, and Technology Leads.
Through the technology team’s and the internal customer’s feedback, I continued iterating the notification system, workflow, and general JIRA experience.