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Operations Identity Specialist

Apply NowApply Later NOTE: We have a new application system, please create a new account if you have not done so yet when applying. Job ID 10008661 Location Lake Buena Vista, Florida, United States Business The Walt Disney Company (Corporate) Date posted Jul. 28, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

The Operations Identity Specialist is responsible for providing Operations service management, oversight and technical expertise for defined Identity services in the End User Technology stack of services. The candidate will provide Operational technical oversight over Outsourcing Partners and other technical subject matter experts for in-scope services to maintain a highly reliable service and drive service improvement initiatives.  Additional focus will be on restoring service related outages and assisting with root cause analysis.  The candidate will work in conjunction with the Engineering and Service Management teams on the transition of new services, functionality and capabilities for in-scope services.

Responsibilities include ensuring adherence to defined service levels and completion of approved work for in-scope services.  Additionally this position will help drive service improvement initiatives based on gaps identified through analysis, monitoring, analytics and by our customers.  The position is an active member of the End User Operations service team focused on Operations, but also will assist and provide input into the design, evaluation, testing and implementation of the portfolio.  Position will also be responsible for ensuring operational sustainability by leading the development, testing, evaluation and approval of service related change management activities for in-scope services.  Ensure the Request, Change, Problem and Incident processes for in-scope services are adhered to by suppliers. Improve service performance & availability while optimizing the availability and delivery of the Services to deliver cost-effective improvements that deliver tangible benefits to the business. This role will also help represent the Operations organization in a wide array of IT application and infrastructure projects.  The role with work closely with Security and Identity teams to drive outcomes and delivery Operations Identity and Access services.

Leverage partnerships with the Business, Customer base and Suppliers to successfully deliver services to meet agreed upon expectations. For in-scope services, acts as point-of-contact and supplier leadership for major incident response & recovery that consistently and reliably triages incidents, applies recovery procedures, and restores steady-state operations.  Review KPIs to identify when availability achievements meet or exceed targets and when they fall short. Manage and assist the suppliers with the diagnosis and resolution of incidents and problems. Make recommendations on technology improvements across the collaboration platform.  Creation of reports and metrics on service status and progress to Management on a consistent basis.

In addition to the functional responsibilities, the Operations Identity Specialist will be a key member of a high performing team.  This includes working with contract and service provider resources, along with Disney Cast Members, therefore it is important to understand the different approaches required to interact with and motivate key resources.


  • 5+ years in IT Operations
  • 5+ years supporting End User Facing Services
  • Experience with ITIL frameworks and processes with a focus in Service Transition and Service Operations
  • Experience working within large, complex production teams
  • Experience working within an outsourced environment
  • Vendor relationship management experience
  • Comfortable working within a highly matrixed organization
  • Strong technology driven process experience
  • Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
  • Expertise in supporting large-scale environments in a diverse culture
  • Demonstrated attentiveness to detail
  • Demonstrated strong partnering skills
  • Demonstrated proactive problem-solving and decision making skills
  • Demonstrated strategic and creative thinking ability
  • Demonstrated ability to delivery work on time
  • Proven team player with the ability to mentor, guide, and influence cross-functional teams
  • Ability to develop clear and concise thoughts into proposals, recommendations, and findings

Preferred Skills:

  • Current or previous technical designations in operations identity support.
  • Active Directory, Okta, Keystone, or other identity/access services experience.


BA/BS in Computer Science, Engineering or related field

ITIL v4 Foundation Certification

Preferred Education:

Master’s in IT Systems or Business Administration (MBA) or MS in technical discipline

ITIL v4 Expert Preferred

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 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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