Staff Support Analyst - Finance Systems

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

#DISNEYTECH