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Slack Enterprise Service Manager

Burbank, CA - US

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Job ID 714013BR Location Burbank, California, United States; Orlando, Florida, United States Business The Walt Disney Company (Corporate) Date posted 22/10/2019

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 Workforce Enablement (WE) organization. Our mission is to enable the digital employee in their day to day work through efficient delivery and integration of common and secure platforms, products and devices that provide them with an experience that supports responsible and efficient collaboration and communication with partners.

You have outstanding social skills, are an analytical thinker, and are great at navigating complex issues. You have experience working with a growing and agile team and you thrive in a fast-paced environment. You love building relationships with customers, business partners, software engineers, and IT team members alike. You are passionate about empowering creative and technical businesses at scale, building secure solutions, providing a great user experience, and have an excellent background in delivering on projects and complex tasks with others.

Responsibilities:

In this role, you will be a Staff Service Manager for our Slack Enterprise Grid environment:
  • Partnering closely with a Sr. Product Manager on implementation of strategic enhancements and evolution to our Slack Enterprise Grid environment at Disney
  • Administer and lead operational activities executed by self and partners in the day-to-day work necessary for supporting our Slack organization and workspaces across Disney, and designing and implementing automation to support the platform and its customers.
  • Providing governance over the Slack environment (integrations, security policies, and records retention) and ensures service is meeting expectations of our businesses through regular executive and partner stakeholder engagement
  • Partnering closely with workspace owners and admins on overall health and security of the environment
  • Performing regular audits of Slack environment in coordination with security teams
  • Gather requirements for business processes and determine ways to optimize/improve Slack setup, onboarding for teams and departments, and partnering with a software engineer on automating fulfillment of common user and workspace admin requests
  • Developing and reporting on SLA metrics and KPIs for services
  • Stay current on developments within the IT space and provide recommendations on ways to automate, improve user experience, and deliver our services more efficiently.
  • Partnering with Product Managers, Solution Architects and Software Engineers to identify opportunities for improved user experience, increased agility and availability

Basic Qualifications:

  • 6+ years of experience in IT Operations or IT Support in an enterprise environment
  • 2+ years of experience in team lead or supervisory roles
  • Proficiency and deep awareness of collaboration platforms and tools space (Office 365, G Suite, Slack, Box, Quip, Dropbox, etc.) - You consider yourself a champion / expert-level user of 2 or more of these tools
  • Intermediate-to-Expert level knowledge of Slack as a user and administrator
  • 3+ years of experience in IT Operations or IT Support in an enterprise environment
  • Experience leading support ticket management and tracking
  • Outstanding communication and interpersonal skills
  • Strong customer service, problem solving and teamwork abilities
  • Experience with administering and using enterprise SaaS collaboration and communication platforms and products (Slack, Box, Quip, Dropbox, Office 365, G Suite, Atlassian, Salesforce, RingCentral, GitHub Enterprise) and can quickly learn to integrate new products and platforms
  • Knowledge and background in configuration of SSO and IAM integration with (Okta, SAML, Active Directory)
  • Detail oriented; able to draft, organize, and structure technical playbooks & guidelines for the IT support team to follow in their daily work.
  • Advanced service management and project management skills and experience
  • Advanced business analysis skills
  • Experience with automating IT processes and tasks using: Python, JavaScript, or Ruby

Preferred Qualifications:

  • 6+ years of experience in IT Operations or IT Support in an enterprise environment
  • 3+ years of experience in Software Development or Site Reliability Engineering
  • 3+ years of experience in team lead or managerial roles
  • Experience as a workspace or org administrator of large-scale Slack environments on Slack Enterprise Grid or Slack Plus.
  • 2+ years mentorship, supervisory or management experience
  • Experience deploying solutions and provisioning environments with Public Cloud Providers including AWS, Azure, and Google Cloud
  • Experience with implementing and integration eDiscovery tools with collaboration platforms and products
  • Experience in development of Slack bots or integrating with Slack’s APIs
  • Experience in IT Operations or IT Support in an enterprise environment
  • 3+ years of experience in Software Development or Site Reliability Engineering
  • 3+ years of experience in team lead or managerial roles
  • Experience as a workspace or org administrator of large-scale Slack environments on Slack Enterprise Grid or Slack Plus.
  • 2+ years mentorship, supervisory or management experience
  • Experience deploying solutions and provisioning environments with Public Cloud Providers including AWS, Azure, and Google Cloud
  • Experience with implementing and integration eDiscovery tools with collaboration platforms and products
  • Experience in development of Slack bots or integrating with Slack’s APIs

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. 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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