Senior Application Support Analyst
Burbank, CA

Job Description

Job Description

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world-a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences - and we're constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Enterprise Business Systems (EBS) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

The Application Support and Operations group is part of the EBS organization. We are responsible for excellence in operating business systems and processes in support of the enterprise. We lead with a culture of continuous improvement, innovation and automation.

Job Type

Full Time

Segment

The Walt Disney Company (Corporate)

Category

Technology

Basic Qualifications

* 5 years in a support role in a corporate environment of a similar size/complexity
* 3+ years in application development with relevant technologies
* Demonstrable deep experience of the Value Chains relevant to the post, including functional expertise and complex problem solving
* Experience with working with (a majority of) our portfolio of applications for the value chains relevant to the post
* See earlier section for more details
* ITIL Foundations
* Business acumen, with deep expertise in the allocated domain(s) as well as strong skills in the technology that supports the domain(s)
* Deep Service Management expertise, working within a support community/Center of Excellence
* Experience managing outsourced vendors, including, but not limited to, agile software development, testing, SLA management, and incident/problem management
* Participation in formal change management processes
* Experience working within an agile framework
* Very detail oriented
* High emotional intelligence
* Proven strong negotiating and consensus building abilities.
* Experience with application monitoring technologies; New Relic, DataDog, Synthetic Transactions
* Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile
* Exemplary communications skills
* Current understanding of new/emerging technology and its application in business

Business

The Walt Disney Company (Corporate)

Preferred Qualifications

* 3 years working in a DevOps environment
* Demonstrable experience with secure development practices
* 3+ years working in agile software development

Postal Code

91502

Responsibilities

Within EBS this role will provide Application Support services relating to a specific collection of value chains within the Core Finance, Human Capital Management (HCM), Corporate Functions, or Data group. The role will work within the EBS Application Support Community that exists to drive consistency and excellence of the support services across EBS.

The ideal candidate with have deep functional expertise coupled with an application development experience.

Specifically this role will work with users, partners and senior business stakeholders for a particular group of value chains within EBS. The groups are:

* Pay, Time, and Time & Expenses

The Sr. Application Support Analysts responsibilities will include:

Solution Support

Act as the application subject matter expert, working with clients and stakeholders to both address issues and recommend/implement enhancements

Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer

Identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels

Participate in the technical recovery of major system outages, interfacing with numerous stakeholders including external vendors or outsourced service delivery teams

Develop and maintain application documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed

Monitor service performance and recommend areas of focus for continuous improvement initiatives, including application performance management

Participate in on-call schedule or rotations (where applicable)

Vendor Management

Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met.

Gather requirements for minor enhancements and oversee the resultant product from the vendors

Participate in testing as required by the test strategy

Drive the adoption of agile development methodologies, focusing on improving the velocity and quality of delivered work products through DevOps practices and automated testing

Partner with the application security team on the implementation of "security by design," ensuring that all solutions meet security standards

Participate in periodic problem analysis meetings and post implementation reviews to document learnings and ensure the continuous improvement of the IT services

Leadership Skills:

A self-starter, who can effectively navigate a complex organizational structure, achieving results through

influence and collaboration.

Ability to establish executive level relationships across the various business and technology executives within

TWDC, from EVP downwards.

Establish and manage effective working relationships in a matrix environment with other departments, groups and staff with whom work must be coordinated or interfaced. Comfortable influencing to achieve desired outcomes.

A person that can decide and act without having the total picture and is comfortable handling risk and uncertainty.

Execution Skills:

Deep domain and technical expertise will be essential, as delivery will be accomplished in a matrixed environment of internal and external partners, and suppliers.

Equally comfortable with executives, manager-level stakeholders, architects and developers--this is a hands-on position with regards to people and detail.

Practical knowledge and applied experience related to development principles.

A practitioner of the Service Management principles and can effectively proceed through review boards and other SM activities.

Job Description

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world-a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences - and we're constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Enterprise Business Systems (EBS) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

The Application Support and Operations group is part of the EBS organization. We are responsible for excellence in operating business systems and processes in support of the enterprise. We lead with a culture of continuous improvement, innovation and automation.

Basic Qualifications

* 5 years in a support role in a corporate environment of a similar size/complexity
* 3+ years in application development with relevant technologies
* Demonstrable deep experience of the Value Chains relevant to the post, including functional expertise and complex problem solving
* Experience with working with (a majority of) our portfolio of applications for the value chains relevant to the post
* See earlier section for more details
* ITIL Foundations
* Business acumen, with deep expertise in the allocated domain(s) as well as strong skills in the technology that supports the domain(s)
* Deep Service Management expertise, working within a support community/Center of Excellence
* Experience managing outsourced vendors, including, but not limited to, agile software development, testing, SLA management, and incident/problem management
* Participation in formal change management processes
* Experience working within an agile framework
* Very detail oriented
* High emotional intelligence
* Proven strong negotiating and consensus building abilities.
* Experience with application monitoring technologies; New Relic, DataDog, Synthetic Transactions
* Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile
* Exemplary communications skills
* Current understanding of new/emerging technology and its application in business

Preferred Qualifications

* 3 years working in a DevOps environment
* Demonstrable experience with secure development practices
* 3+ years working in agile software development

Responsibilities

Within EBS this role will provide Application Support services relating to a specific collection of value chains within the Core Finance, Human Capital Management (HCM), Corporate Functions, or Data group. The role will work within the EBS Application Support Community that exists to drive consistency and excellence of the support services across EBS.

The ideal candidate with have deep functional expertise coupled with an application development experience.

Specifically this role will work with users, partners and senior business stakeholders for a particular group of value chains within EBS. The groups are:

* Pay, Time, and Time & Expenses

The Sr. Application Support Analysts responsibilities will include:

Solution Support

Act as the application subject matter expert, working with clients and stakeholders to both address issues and recommend/implement enhancements

Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer

Identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels

Participate in the technical recovery of major system outages, interfacing with numerous stakeholders including external vendors or outsourced service delivery teams

Develop and maintain application documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed

Monitor service performance and recommend areas of focus for continuous improvement initiatives, including application performance management

Participate in on-call schedule or rotations (where applicable)

Vendor Management

Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met.

Gather requirements for minor enhancements and oversee the resultant product from the vendors

Participate in testing as required by the test strategy

Drive the adoption of agile development methodologies, focusing on improving the velocity and quality of delivered work products through DevOps practices and automated testing

Partner with the application security team on the implementation of "security by design," ensuring that all solutions meet security standards

Participate in periodic problem analysis meetings and post implementation reviews to document learnings and ensure the continuous improvement of the IT services

Leadership Skills:

A self-starter, who can effectively navigate a complex organizational structure, achieving results through

influence and collaboration.

Ability to establish executive level relationships across the various business and technology executives within

TWDC, from EVP downwards.

Establish and manage effective working relationships in a matrix environment with other departments, groups and staff with whom work must be coordinated or interfaced. Comfortable influencing to achieve desired outcomes.

A person that can decide and act without having the total picture and is comfortable handling risk and uncertainty.

Execution Skills:

Deep domain and technical expertise will be essential, as delivery will be accomplished in a matrixed environment of internal and external partners, and suppliers.

Equally comfortable with executives, manager-level stakeholders, architects and developers--this is a hands-on position with regards to people and detail.

Practical knowledge and applied experience related to development principles.

A practitioner of the Service Management principles and can effectively proceed through review boards and other SM activities.