Staff Support Analyst - Finance Systems

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 streaming, 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 innovative ways to enhance these exciting experiences.

The Enterprise Technology mission is to drive efficiency, ensure end-to-end accountability, and deliver high-quality products, platforms, and services. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

You will be working in a sophisticated, fast-paced and innovative environment with other like-minded architects, engineers, product managers and application support analysts. Our Application Support Analysts 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.

As a Staff Enterprise App Support Analyst, you will work within the Product organization under the Finance and Accounting Technology area. This role will provide Application Support services relating to technical support for FP&A and other Financ value chains. The role will work within the Application Support Community that exists to drive consistency and excellence of the support services across Enterprise Technology.

The ideal candidate with have deep functional expertise coupled with application support experience. Specifically, this role will work with users, partners, and senior business stakeholders.

Software Engineer/Solution Support: 20%

• Manage the delivery of high-quality, scalable and cost-effective solutions that meet business requirements and conform to architectural designs and technology strategies.
• Act as the technology subject matter expert, partnering with technology stakeholders and clients 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 technical 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.

Software Engineer/Engineering Support: 20%

• Design and implement complex technology solutions in partnership with Solution Architects, Product & Engineering Managers in support of business objectives.
• Be a champion for operational excellence by ensuring that all technology delivery and support functions are efficient, easy to execute, simple to consume and effectively measured.
• Ensure application solutions meet business expectations through capacity, performance, and availability management.
• Maintain a high level of functional expertise by keeping up-to-date with the latest applicable functional changes/ knowledge.
• Maintain awareness of standards, guidelines, industry trends, etc.

Enterprise Application Management- 60%

• 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.
• Implement continuous improvement on existing technical solutions.
• 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.
• Mentor other team members in related technologies.
• Be a thought leader in assessing and promoting relevant emerging technologies

Execution Skills:

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

Experience

• Business acumen, with deep expertise in the allocated domain(s) as well as strong skills in the technology that supports Finance Products, for example FP&A - IBM Cognos, Workday Adaptive Planning and other financial systems.
• 7 years in a support role in a corporate environment of a similar size/complexity.
• 7 years in application development with relevant technologies.
• 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.
• Demonstrable deep experience of the technologies relevant to the post, including functional expertise and complex problem solving.
• Experience working within an agile framework.
• Experience with application monitoring technologies; New Relic, Data Dog, Synthetic Transactions.
• Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile.
• Current understanding of new/emerging technology and its application in business

Education

Bachelor's degree within STEM field, or equivalent professional experience and 7 years in functional experience with relevant technologies

#DISNEYTECH

The hiring range for this position in California is $114,900.00 - $154,100.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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