Associate Manager, Application Support & Services

Job ID

Location

Business

Date posted

It’s the magic of immersing yourself in a motion picture masterpiece, or a new track from your favorite band, or the spectacle of a live Broadway show. It’s hard to define and even harder to create, but that’s what we do at The Walt Disney Studios. Ours is 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 movies, music or live theater, then we want to hear from you.

As a member of the Disney Theatrical Group IT Team, the Associate Manager, Application Support and Services is responsible for the rapid completion of deliverables as assigned by the Director of Technical Support and Services. The successful individual will develop a productive partnership with the technology implementation teams at the Studio and business stakeholders at all levels across DTG. They will support product development toward delivery of unique and innovative business systems and efficient processes for our internal partners. 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.

The Associate Manager, Application Support & Services adheres to the established processes and requirements management methodology and practices that have been provided by the Enterprise Application Development team, while carrying out their responsibilities. This includes meeting established quality standards.

Responsibilities

Product Ownership

• Work with the business and our Customer Success Team to ensure adoption
• Open new stores with point sale systems as we open new shows
• Support the maintenance and prioritization the product backlog
• Perform in the role of Application Owner in support of the Product Owners
• Work with our POS Specialist to create support plans for our merchandise team and stores
• Champion our yearly PCI compliance submission
• Develop, implement and help support our point of sale system at all our stores globally as well as our online stores
• In close communication with the business stakeholders and project team members, develop and document product requirements and business processes
• Support the project team and business stakeholders with change management based on new business processes and business functions.
• Work with (or in local project’s cases “as”) the Project Manager to help facilitate and ensure successful user acceptance testing
• Develop and execute user acceptance testing (UAT) specifications in collaboration with global team members or enterprise technology partners
• Partner with our Corporate Payments team to maintain all our point of sale and box office credit card terminals and banking information
• Own all our processes for our point of sale system including the front of house application, back of house application and credit card machines
• Maintain and communicate project status of applications, as required by the product owner

Requirements Management

• Define and draft systems scope and objectives through research and fact-finding combined with an understanding of business systems and industry requirements
• Help create compelling user interfaces
• Analyze and research new and existing workflow needs
• Translate business requirements into design specifications
• 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

Business Process Implementation

• Monitor and ensure that requirements are met, tested and implemented
• Implement new business processes or modify existing processes
• Work with Executive and Management teams to review and ensure that requirements and processes meet established quality standards
• 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

Support

• Supervise our Point of Sale Technical Support Specialist to help resolve any issues with our point of sale system
• Provide documentation for all new products for users as requested
• Manage the training portfolio for the Information Technology team
• Create a support plan for all implemented products
• Train help desk to provide whatever internal support is required for new products

Qualifications

• Knowledgeable experience in collaboration software like Slack, Zoom, Dropbox and Zendesk
• Experience with Point of Sale Systems (Erply experience highly preferred, but not required)
• Worked with Digital Asset Management software
• Familiarity with database software like Data Bricks, SmartSheets and Microsoft Access
• Expertise in the full suite of Microsoft 365 Products, specifically: Teams, One Drive, Excel, Outlook, Power Automate, Power Apps and SharePoint
• Fundamental understanding of API integrations
• At least 7 years’ experience in application support or similar work experience

Personal Skills

• Ability to articulate technical information clearly and simply to non-technical people
• Technical curiosity and the desire to learn new things
• Manage several different vendors to ensure timely deliverables and fixes
• Cooperative, supportive, and helpful when working with people
• Take interest in multiple different business lines to help provide application solutions
• Strong communication skills, both verbally and written
• Ensure accurate and complete documentation where applicable
• Ability to troubleshoot and fix issues quickly
• Technical curiosity to find new and exciting solutions to business challenges

Additional Information: DTG is committed to providing the highest quality opportunities for the widest, most diverse group of talented professionals throughout their career trajectory. We encourage applications from individuals whose backgrounds are currently underrepresented in the field of theater, inclusive of race, ethnicity, class, gender identity or expression, disability status, and sexual orientation.

The hiring range for this position in New York is $123,902.00 - $166,210.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.