Senior Enterprise Application Support Analyst

At Disney, we are storytellers. We make the impossible, possible. The Walt Disney Company is a premier 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 dedication to crafting and delivering unforgettable experiences — and we are 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 team drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the EADP (Enterprise Applications Data Platform) organization to provide support for Logistics, focusing on SAP Order to Cash and Procure to Pay processes within Enterprise Technology. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies, and organizations. 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.

Responsibilities:

Solution Architects:

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

• Oversee application and platforms, to ensure that any new solution is sustainable, can scale-up and is supported by upstream and downstream systems.

• Ability to translate business processes into highly detailed technical specifications.

• Analyze and improve existing workflows to provide business efficiencies.

• Participate in architectural system design review and quality by providing domain knowledge on the existing portfolio of the products.

• Providing testing guidance on unit, functional and regression testing.

Solution Support:

• Function as the application subject matter expert for SAP, collaborating with clients and partners to both address issues and recommend/implement enhancements.

• Investigate and resolve production related issues in a timely manner from end users.

• 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, collaborating with numerous stakeholders incorporating 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.

• Supervise service performance and recommend areas of focus for continuous improvement initiatives, including application performance management.

Vendor Management:

• Be responsible for 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 findings and ensure the continuous improvement of the IT services.

Project Management:

• Work as a project manager for small to medium sized projects (less than 250K) if needed.

• Manage transition to operations by preparing an end-to-end sustain model including support models, runbooks, Hypercare, operational level agreements while working closely by project and executive stakeholders.

Experience:

• Business acumen, with deep expertise in the allocated domain(s) as well as strong skills in the technology that supports the domain(s) of SAP Order to Cash, and SAP Bank Accounting, SAP Finance, SAP AR, and SAP SD

• 5+ years in a support role in a corporate environment of a similar size/complexity

• 3+ years in application development with relevant technologies

• Deep Service Management expertise, working within a support community/Center of Excellence

• Experience handling outsourced vendors, including, but not limited to, agile software development, testing, SLA management, and incident/problem management.

• Participation in formal change management processes

• 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

• An initiative-taker, who can effectively navigate a sophisticated organizational structure, achieving results through influence and collaboration.

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

• 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.

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

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

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

• Very detail oriented

• High emotional intelligence

• Exemplary communication skills.

• ITIL or PMP is desired.

• S/4 Hana Certification is desired.

The hiring range for this position in California is 102,500 to $137,500 per year and in Florida is $107,256 to $143,880 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.