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Sr. Application Support Analyst - Workday

Celebration, Florida, United States

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Job ID 898955BR Location Celebration, Florida, United States Business The Walt Disney Company (Corporate) Date posted Dec. 17, 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.

The Enterprise Application and Data Platform group is part of the End User & Tech Operation. 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.

Within Disney Enterprise Technology this role will provide Application Support services relating to SAP Time, SAP Payroll and Kronos. The role will work within the Application Support Community that exists to drive consistency and excellence of the support services across Enterprise Technology.

The ideal candidate with have deep functional expertise coupled with an application support experience. Specifically, this role will work with users, partners, and senior business stakeholders.


Solution Support
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

Vendor Management

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

Engineering Support

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.

Leadership Skills
A self-starter, who can effectively navigate a complex organizational structure, achieving results through
influence and collaboration.

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.

Execution Skills
Deep domain and functional 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.

Basic Qualifications:

  • 8 years in a support engineer role in a Corporate environment of a similar size/complexity
  • 5+ years in functional experience with relevant technologies
  • Demonstrable deep experience of the technologies relevant to the post, including functional expertise and complex problem solving
  • Workday function and configuration experience
  • Experience with HR data and HR data tools and systems
  • Experience with data governance responsibilities
  • Strong understanding of data privacy and data security
  • Participation in formal change management processes
  • Experience investigating and resolving production related issues in a timely manner
  • Very detail oriented
  • Proven strong negotiating and consensus building abilities.
  • Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile
  • Exemplary communications skills

Preferred Qualifications:

  • 3+ years working in a production support environment
  • SAP HCM knowledge is a plus
  • ServiceNow expertise is a plus
  • Advanced technical certifications relevant to the post are preferred

Required Education

Bachelor’s degree in a related discipline, or equivalent professional experience

Additional Information:


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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