Electronic Arts

Associate Systems Owner - Fan Care Technology & Services

We are Electronic Arts.

We are a global team of creators, storytellers, technologists, experience originators, innovators, and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

You are an Associate Systems Owner.

You will be part of EA's Fan Care organization, a team dedicated to helping fans get the most fun from their games by onboarding them, supporting them through issues, and keeping them safe online. We celebrate diversity and inclusion and value people who bring fresh ideas to make Fan Care a great place to work. 

In this role, you will manage a dynamic systems portfolio within our Customer Experience organization, leveraging your background in technology and collaboration to build empathetic, player-first support experiences. Reporting to the Manager, System Owners, you will work closely with your direct team, engineering, and cross-functional stakeholders to deliver system strategies and features that drive both positive fan experiences and EA’s business objectives. As you stay informed on gaming industry trends, you will continuously grow your skills and develop into a true systems subject matter expert.

How you create renowned experiences as an Associate Systems Owner:

• Partnership & Subject Matter Expertise:

  • Operate as a business representative and become a SME for your systems and services portfolio, proactively sharing roadmaps and knowledge with stakeholders.

  • Build strong, collaborative relationships with Technology & Services partner teams to deliver full-spectrum solutions.

  • Ensure stakeholder needs are actively considered, specifically by collaborating with the User Acceptance Team (UAT) early in the requirements process.

  • Explore data from your systems and stakeholders to formulate and share actionable insights during sprint planning, execution, and validation.

• Systems Development & Management:

  • Understand the needs of EA players and fans, applying these insights to formulate system strategies and roadmaps that align with EA's business goals.

  • Introduce new systems and enhancements, partnering with Management and fellow Systems Owners to ensure predictable, effective delivery.

  • Prioritize and manage systems backlogs, keeping development partners and stakeholders updated on priority shifts.

  • Identify and mitigate system risks while developing effective contingency plans.

  • Documentation & Knowledge Sharing: Compose and maintain accurate system documentation that is easily consumed by engineering teams, actively preventing knowledge silos across Fan Care.

• Program & Operations Management:

  • Prepare compelling business cases containing stakeholder requirements and sample use cases.

  • Represent the business when working with IT during development, delivering initiatives amidst shifting partner needs and timelines.

  • Track and prioritize defects and enhancement requests, partnering with EA testing teams to support test case creation.

  • Engage end-users to deeply understand how they use our tools and systems in practice.

  • Support risk assessments in the production environment alongside Engineering, Incident Management, and Fan Care teams.

Interested? We’re looking for these skills and experiences:

• 3+ years of experience in Computer Science, Information Systems, Technology Consulting, and/or related disciplines.

• 2+ years of experience working with Customer Service tools (CRMs, Admin tools) in Technical or Program Management roles, ideally with a foundational understanding of data warehouse concepts and system integration principles, preferably from within Electronic Arts.

• 2+ years of experience using Agile methodologies to manage business and technical stakeholder interests with a people-first approach and a bias for action.

• Proven ability to partner with IT to transform complex business needs into high-quality Business Requirement Documents (BRDs) and technical specifications.

• A forward-thinking advocate for AI and emerging tech, leveraging strong communication skills to advocate for and implement innovative solutions.

• Proficiency in managing ambiguity through analytical thinking and decisive communication in rapidly evolving technical environments and contexts.

• You are curious and like working, and winning, with a broad team passionate about customer experiences!