Executive Support Analyst

The Walt Disney Company•Burbank, CA

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. Team Description: The Premier Services Organization in Enterprise Technology manages technology services for Disney’s C-Suite, Board of Directors, and Executive offices. Its team—including Managers, Specialists, Analysts, and the Bunsen & Beakers Lab Technicians—monitors operations and uses analytics and feedback to improve service. Premier Services works with business partners, customers, and suppliers to ensure effective service delivery and resolves issues across the enterprise. What You’ll Do: 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.

Requirements

A minimum of 3 years of progressive experience in an IT related field
A minimum of 3 years of progressive experience in Client Services support
A minimum of 3 years of experience providing executive level support ( white-glove)

Nice To Haves

Travel may be required. Local area travel within the Greater Los Angeles area as well as Anaheim, Orange County; OR, travel on the East coast from Bristol, CT to New York, NY and possibly Orlando, FL. Travel outside of the assigned coast (East or West) varies.
Bachelor’s degree in Computer Science , Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience.

Responsibilities

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.
Adhere to company policies, procedures, and standards.
Create system and support documentation as required in the knowledge base.
Must have functional knowledge of Video Conferencing and A/V technologies as they exist in an enterprise.
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 work autonomously while maintaining the ability to provide visibility to critical “items.”
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.
Additionally, advanced communication skills are a must, particularly the ability to communicate technical information to non-technical audiences.