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Sr Business Systems Analyst

Burbank, CA - US

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Job ID 673816BR Location Burbank, California, United States Business The Walt Disney Company (Corporate) Date posted 29/05/2019

Job Summary:

The Customer Relationship Management team is responsible for creating and cultivating direct-to-consumer relationships with The Walt Disney Company’s most strategic customer segment. It does so by managing the Disney Visa Cards business which is both an operating unit as well as a cross-business unit loyalty program. The department is made up of 35 professionals across multiple disciplines (Marketing, Finance, Business Operations) who work closely in a highly dynamic environment with cross-functional partners across Disney, our bank card issuer, and our payment network.

Role Overview:

This position sits within the Business Operations team and is responsible for providing operational support for technical initiatives that involve acquiring customers and delivering product benefits associated with the Disney Visa Cards. These initiatives often require extensive technical integration with other Disney business units and our bank issuer.

The successful candidate will be able to:
  • Get up to speed quickly with regard to operational and technical processes
  • Solve problems with an appropriate level of urgency
  • Develop strong relationships with technical, digital, compliance, and operations teams
  • Manage work in a disciplined and organized manner
  • Communicate clearly and effectively, both orally and in writing

Responsibilities:

Lead efforts to resolve operational and technical issues:
  • Assess business impact and assign severity level
  • Coordinate with internal and external partners to identify root cause
  • Facilitate timely remediation
  • Prepare post mortem reports

Lead test coordination:
  • Manage test support requests;
    • Clarify test objectives, including specific high-level test cases
    • Review detailed test scripts to ensure they cover all test cases
    • Work with bank issuer to provide test data and accounts to support execution of test cases
  • Facilitate test execution;
    • Schedule meetings between Disney business units and bank issuer to conduct joint testing
    • Monitor and share test results
    • Work with partners to troubleshoot test region issues
    • Manage software/system updates that directly support or impact Disney Visa Card initiatives.
      Develop calendar of scheduled sustainment tasks, e.g. SSL certificate renewals, data security-related assessments
    • Work with internal and external partners to identify upgrade/enhancement activities to add to plan, e.g. AWS migrations, re-platforming projects
    • Identify key stakeholders and work with them to define deliverables with timelines and key points of intersection
    • Work with compliance partners and other key stakeholders to facilitate data security assessments
    • Flag potential risks and escalate them to management.
    • Develop and maintain process documentation.
      Work with partners to ensure technical process documents are updated appropriately, including design and technical specifications, architectural diagrams, process flows
    • Document guest experience and data flows
    • Create report layouts with field definitions
    • Document troubleshooting and triage processes, including monitoring and escalation protocols
    • Maintain lists of all systems/platforms/servers that support program.
    • Develop requirements to support marketing / payment / technology initiatives.
    • Provide input to functional and technical requirements that support business objectives
    • Document use cases and supporting operational / information / control processes
    • Provide input to test, launch, hypercare and sustainment plans, including definition of change management protocols
    • Manage work in well organized and systematic manner.
      Identify and coordinate with key technology stakeholders needed to complete tasks
    • Equip them with appropriate context and details regarding objectives
    • Develop step-by-step approach to tackling work, with assigned dates and stakeholders

Basic Qualifications:

  • 2-3 years operational or systems support experience in an environment that has significant technical infrastructure, including:
    • Working with cross-functional teams
    • Process mapping and documentation
    • Proactive problem solving skills
    • Strong relationship building skills
    • Excellent written and oral communication skills, including appropriate judgment regarding
      • How to adjust to different audiences
      • When and how to keep peers, partners and supervisor abreast of activities
    • Able to multi-task in a busy business environment
      • Well organized with strong attention to detail
    • Ability and willingness to adapt to shifting priorities Highly accountable and self-motivated
      • Passion for ensuring a positive and seamless Guest experience
    • Constant drive for improvement

Preferred Qualifications:

  • Experience with:
    • Payments/transaction processes, including familiarity with digital wallets
    • Digital technology, including familiarity with native/hybrid app architecture and design principles
    • Systems engineering concepts relating to establishing secure connections, firewalls, security certs, etc.

Required Education

  • Bachelor’s degree, preferably in technical 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 Credit Card Services, Inc., which is part of a business segment we call The Walt Disney Company (Corporate).

Disney Credit Card 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. 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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