Manager, Application Support & Services

The Walt Disney Company•New York, NY

10d•$163,100 - $218,700

About The Position

At Disney Theatrical Group we strive to create a culture of innovation, inclusion, collaboration, and creativity. Stories shape how we see ourselves and everyone around us. As storytellers, we have the power to not only uplift and inspire, but also to champion the spectrum of voices in our world. If you want to help tell compelling, diverse, and enduring stories through live theater, we want to hear from you. Manager, Application Support and Services As a member of the Disney Theatrical Group IT Team, the Manager, Application Support and Services drives the timely delivery of assigned initiatives and partners closely with technology implementation teams at the Studio and business stakeholders across DTG. This role supports the optimization, delivery and adoption of innovative business systems and efficient processes , collaborating with departments from Production, Finance, Licensing, Merchandise, and many other departments and helping implement both off-the-shelf and custom solutions. The individual must independently document as-is and to-be business processes and system enhancements. This will be done through business meetings, conference calls, research and fact-finding combined with a basic understanding of applicable business processes, systems, and industry requirements. Along with delivering new products, this role will be responsible for supporting all products in production for all departments, except for our Merchandise team, where this role will manage and support the Retail Technology Analyst who will act as the product owner. The Manager, Application Support & Services adheres to the established processes and requirements management methodology and practices that have been provided by the Disney Enterprise Application Development team, while carrying out their responsibilities. This includes meeting established quality standards.

Requirements

Bachelor’s degree or equivalent combination of education & experience
8 years experience in application support or similar work experience
2 years of management experience
Experience with Point of Sale Systems (Erply experience highly preferred, but not required)
Expertise in the full suite of Microsoft 365 Products, specifically: Teams, One Drive, Excel, Outlook, Power Automate, Power Apps and SharePoint
Knowledgeable experience in collaboration software like Zoom, Dropbox and Zendesk
Familiarity with database software like Snowflake, SmartSheets and AirTable
Worked with Digital Asset Management software
Fundamental understanding of API integrations
Experience with basic AI Tools (Copilot, ChatGPT, etc.) and willingness to learn more as technology grows
Ability to troubleshoot and fix issues quickly
Motivate and manage a team in a collaborative environment and the ability to work multiple working styles
Strong communication skills, both verbally and written
Ability to articulate technical information clearly to non-technical people
Take interest in multiple different business lines to help provide application solutions
Ensure accurate and complete documentation where applicable
Technical curiosity to find new and exciting solutions to business challenges
Manage several different vendors to ensure timely deliverables and fixes

Responsibilities

Product Ownership
Perform in the role of Application Owner in support of the Product Owners
Work as the path of escalation for our Retail Team Product Owner, including but not limited to our Point of Sale, Product Lifecycle Management and Credit Card systems
Develop and deliver new products for our Merchandise team when needs are communicated from the Retail Team
Manage and support our Retail Technology Analyst to provide training, assist in the rollout and ensure user adoption of new Retail Software
In close communication with the business stakeholders and project team members, develop and document product requirements and business processes
Support the maintenance and prioritization the product backlog; a separate maintenance and product backlog for Merchandise Software will be maintained by the Retail Technology Analyst
Support the project team and business stakeholders with change management based on new business processes and business functions
Maintain and communicate project status of applications, as required by the product owner (Note: for the Merchandise this team this is only for “new” software)
Work with (or in local project’s cases “as”) the Project Manager to help facilitate and ensure successful user acceptance testing (Note: for the Merchandise this team this is only for “new” software)
Develop and execute user acceptance testing (UAT) specifications in collaboration with global team members or enterprise technology partners
Work with the business and our Enterprise Technology Customer Success Team to ensure adoption for new company-wide products
Develop and maintain all API connections between our internal and external products using tools like Postman to identify potential breakages or updates; ability to write scripts, calls and create microservice architectures
Identify other opportunities for API integrations and connections in both our Enterprise Tech stack and 3rd party applications
Able to connect and develop complex Financial Database structures and have multiple disparate data sources inform each other to help make pertinent business decisions
Creating automated workflows using Microsoft Power suite
Requirements Management
Analyze and research new and existing workflow needs
Work with internal business teams and external vendors globally to identify functional and technical requirements
Identify, verify and document functional and technical requirements using requirements management methodology and tools
Define and draft systems scope and objectives through research and fact-finding combined with an understanding of business systems and industry requirements
Translate business requirements into design specifications
Help create compelling user interfaces
Business Process Implementation
Implement new business processes or modify existing processes
Monitor and ensure that requirements are met, tested and implemented
Transition the requirements and use cases to the designers/vendors, and ensure a clear and complete understanding of the requirements.
Identify and resolve gaps between new and existing business processes and applications
Work with Executive and Management teams to review and ensure that requirements and processes meet established quality standards
Support
Support our Retail Technology Analyst to help resolve any high-level or critical issues with our point-of-sale system
Act as primary support for our Merchandise Team when the Retail Technology Analyst is out of the office or otherwise unavailable
Create a support plan for all implemented products
Provide documentation for all new products for users as requested; provide support to help create documentation to our Retail Merchandise Analyst
Train internal help desk to provide whatever internal support is required for new products (except for Retail Products)
Manage the training portfolio for the Information Technology team
Act as Application Owner regarding our Disney Enterprise Technology team including but not limited to creating BAPP IDs, maintaining our SSO connections and integrating future applications