Manager, Application Support & Services

Job Posting Title:

Manager, Application Support & Services

Req ID:

10134442

Job Description:

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.

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
• Transl