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Service Now Staff Software Engineer

Burbank, California, United States; Orlando, Florida, United States

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Job ID 772665BR Location Burbank, California, United States; Orlando, Florida, United States Business The Walt Disney Company (Corporate) Date posted Jan. 28, 2021

Job Summary:

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 Products and Programs (EPP) organization. Our charter is to business value through optimization of business platforms and strategic programs that support and align to TWDC and Enterprise Technology priorities.
The ServiceNow Product & Engineering group is part of the EPP organization. We are responsible for TWDC's enterprise service management product strategy and execution, utilizing the ServiceNow platform. We provide strategic technology solutions in support of empowering the business, workforce, and technology communities through digital transformation.


The Staff Software Engineer is a key role within the organization, responsible for translating requirements and user stories into functional software that delivers value to the business. They help make the impossible become possible through the design, development, testing and implementation of complex software for use across The Walt Disney Company. We’re looking for a highly experienced Software Engineer, with a deep understanding of ServiceNow Discovery, to ensure that that we are building the “best-in-class” products and continuously maintaining and enhancing existing products to improve our competitive advantage and technical excellence.


  • Own and lead ServiceNow discovery projects and team where a project comprises of multiple components
  • Lead the development of (or develops, test and deploys) medium to large, innovative software solutions that meet specifications and impact future developments
  • Develop or lead the development of specifications for software development projects
  • Review or write code, leads programming and testing and debugging of major software development projects
  • Conceive and set the technical architectural direction for software development projects
  • Design the component tasks of software development projects, developing specifications for each
  • Manage the full lifecycle of projects
  • Manage resource plans and project budgets, providing monthly forecasts
  • Serve as an escalation point for difficult problems and complex inquiries
  • Act as a peer group leader to and help train staff on Software Engineering standards and processes

Basic Qualifications:

Skills & Experience

  • At least 8 years of experience in a in a Software Engineering or software development role, managing complex products for large, multi-national corporate with multiple business units
  • At least 5 years of experience developing solutions on the ServiceNow platform
  • Ability to develop, create and test server-side with advanced JavaScript, Unix Shell, and Windows PowerShell scripts
  • Demonstrated expertise with ServiceNow Discovery Probes & Patterns development to successfully discover with complex configurations, infrastructure and integrations
  • Expert Level, proven understanding and development work within ServiceNow IRE and data precedence, and how it integrates with ServiceNow Auto-Discovery and SAM Pro (Software Asset Management)
  • Ability to Troubleshoot mid server activity and diagnose discovery methodology issues within schedules
  • Demonstrated success in platform automation, workflows, abstraction APIs and Scripted Rest API Framework
  • Deep experience working with Asset & Configuration Management, SaaS/Cloud platforms, and data modeling.
  • Knowledge of ITIL v3 or later and ITSM best practices
  • Strong communication, writing, and executive presentation skills
  • Able to translate complex ideas into understandable strategies, requirements, value statements, and business outcomes
  • Demonstrated experience leading matrixed teams to deliver complex projects or technology transformation initiatives
  • Experience implementing or managing using agile software development methodologies (PMI-ACP, SAFe Agilist, ICP-ACC, etc.) and managing the full SDLC
  • Experience working in an outsourced IT environment and building strong collaborative vendor relationships

Key Attributes

  • Thinks Strategically
    • Stays current on business trends and technological advances
    • Uses knowledge of the company’s products and services to meet customer needs and financial targets
    • Identifies key business opportunities and challenges
    • Examines issues from a broad perspective, considering impact beyond immediate scope
    • Makes sound business decisions that balance competing priorities
    • Able to see the “forest” as well as the individual “trees” – can articulate how specific situations relate to strategy or big picture problems
  • Builds Relationships
    • Acts as the voice of the customer by understanding their business strategies and aligning business needs with the product strategy and roadmap
    • Interacts well with people who have different backgrounds and work styles
    • Resolves conflicts effectively
    • Service mindset with ability to facilitate “win-win” solutions, but not afraid to say “no”
    • Manages the diverse needs of stakeholders
    • Engages colleagues across the organization to optimize performance
    • Manages strategic partnerships and executive-level relationships across a large enterprise and within the related industry
  • Communicates Effectively
    • Conveys relevant information in a candid and timely manner
    • Listens and asks questions to ensure understanding
    • Tailors messages appropriately to the audience
    • Effectively persuades others to support ideas and plans
    • Provides the appropriate rational and content to drive commitment
  • Drives Results
    • Keeps Commitments
    • Uses technology to facilitate better results
    • Analyzes problems and takes action to resolve
    • Achieves high levels of customer satisfaction
    • Holds self and others accountable to high standards
    • Is metrics and data driven
    • Manages projects and resources to produce desired outcomes
    • Develops appropriate metrics to assess business performance
    • Plans, organizes and delegates effectively, to ensure focus on strategic activities

Preferred Qualifications:

  • Inspires Creativity and Innovation
    • Conceives creative ideas to solve problems or meet objectives
    • Demonstrates a positive attitude with contagious enthusiasm
    • Challenges the status quo
    • Transfers ideas and success across boundaries
    • Facilitates the exchange of ideas and creation of new ones
    • Takes risks and manages them intelligently
    • Proactively looks for new opportunities
    • Sets product vision and creates enduring excitement about what is possible
    • Champions Change
    • Remains productive despite uncertainly
    • Demonstrates flexibility in response to changes
    • Supports new initiatives
    • Coaches others through change
  • Champions Change
    • Remains productive despite uncertainly
    • Demonstrates flexibility in response to changes
    • Supports new initiatives
    • Coaches others through change
  • Builds Teams
    • Supports productivity and morale of the team
    • Strengthens others through mentoring and feedback
    • Recognizes and rewards the achievements of others
    • Broadly shares both accountability and responsibility
    • Creates “constructive discomfort” — encouraging performance beyond what others believe they are capable of realizing
  • Exhibits Professional Excellence
    • Treats others with respect
    • Earns the trust of colleagues, partners and customers
    • Maintains composure under pressure
    • Strives for self-improvement
    • Learns from personal and organizational experiences
    • Shows consistency in words and actions
    • Sets a good example for others

Required Education

  • BS in Computer Science or another degree in a related discipline

Preferred Education

  • Preference for MS in Computer Science, Master of Business Administration (MBA) or other advanced degree in a related discipline

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Worldwide Services, Inc., which is part of a business segment we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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