Operations Analyst

The Walt Disney Company • New York, NY

34d

About The Position

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) 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. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence. The Enterprise Technology Service Management & Delivery team is part of the Enterprise Technology Operations organization. We are responsible for overseeing and facilitating Change Mgmt and Problem Mgmt practices across Enterprise Technology. We partner closely with our business segments (Disney Experiences, Entertainment, Sports, and Studios) to mitigate risk. Our goal is to support the implementation of beneficial change with minimal impact to our business users. When major impacts do occur, Problem Mgmt drives root cause analysis and seeks improvements to prevent recurrences. We lead with a culture of communication, planning and continual improvement.

Requirements

• 3+ years in technical field
• 3+ years in ITSM disciplines (Change Mgmt, Problem Mgmt, Incident Mgmt)

Nice To Haves

• ITIL Foundations Certification v4
• ITIL Service Transition or RCV Intermediate Certification
• Lean Six Sigma - Yellow Belt Certification
• Kepner Tregoe – Problem Solving Decision Making Certification

Responsibilities

• Perform Studios focused and Enterprise Technology Change reviews, approval activities, and facilitate the CAB.
• Manage the Problem Mgmt process for Studio’s owned major outages and root cause analysis
• Coordinate the Change processes across functional teams and organizational structures
• Perform post change review activities.
• Drive Change and Problem record data integrity and influence stakeholders to improve practices
• Drive evolution of Studio’s Change and Problem Management practices in alignment with TWDC standards
• Knowledgeable with IT Service Management tools (ie ServiceNow, Jira)
• Perform user testing for ITSM tool enhancements and upgrades

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees