Executive Support Analyst

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Department Description:

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.

Team Description:

The Premier Services Organization in Enterprise Technology oversees the delivery and support of technology services for The Walt Disney Company’s C-Suite, Board of Directors, and Executive offices. The team is comprised of Executive Support Managers, Specialists, Analysts, and Bunsen and Beaker Lab Technicians. They continuously enhance service quality by proactively monitoring operations and leveraging insights from analytics and customer feedback. Through collaboration with business partners, customers, and suppliers, Premier Services ensures services are delivered effectively and in accordance with organizational expectations. Additionally, the organization coordinates and manages the resolution of service-related issues both within its scope and across the broader enterprise.

What You'll Do:

This role will be located on-site at least 4 days per week for team work and collaboration.

Delivery of end-to-end IT services for executive and critical business clients. This will include all service request fulfillment, issue resolution, key communications, and status reporting.

Responsibilities include: 

• Deliver day-to-day IT services and solutions. Includes consultation with executives, technical analysis, and solution development. 

• Ability to prioritize and manage deliverables in high-profile, time-sensitive / high-pressure situations while maintaining professionalism. 

• Monitors end-to-end delivery of services, proactively communicates issues to clients, and provides alternate solutions as required. 

• Coordinate and communicate support problems across multiple vendors and suppliers for impacting issues. 

• Ensures escalation of service issues is handled appropriately. 

• Maintains a detailed understanding of the Client Services portfolio of services and establishes strong relationships with all areas of IT service delivery. 

• Implements and manages continuous improvement activities to better enable solutions for clients. 

• Assist Enterprise Technology product managers, engineers in strategy and planning exercises as it pertains to the executive and broad client community. 

• Create system and support documentation as required in the knowledge base. 

• Provide home IT support and solutions for defined clients. 

• Provide after-hours support for IT projects, special events, Priority1 incidents, and executive client requests as needed. 

• Must maintain the ability to analyze complex business/technical data and develop innovative solutions. Deliver day-to-day IT services and solutions. Includes consultation with executives, technical analysis, and solution development.  

Required Qualifications & Skills:

• Minimum of 3+ years of progressive experience in an IT related field

• 3+ years of progressive experience in Client Services support

• 3+ years of experience providing tailored Executive Level Support

• Must have functional knowledge of Video Conferencing and A/V technologies as they exist in an enterprise. 

• Travel may be required. Must be open to travel within the Greater Los Angeles area as well as Anaheim, Orange County. Also, travel on the East coast from Bristol, CT to New York, NY and possibly Orlando, FL.

Education:

• Bachelor’s degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience. 

#DISNEYTECH

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The hiring range for this position in Bristol, CT is $97,500.00-$130,700.00 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.

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