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Business Systems Prod Support Sr Analyst

Company: Parks, Experiences and Products
Location: Schiller Park
Posted on: September 25, 2022

Job Description:

Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today.As a Business Systems Production Support Sr. Analyst, you will be a Subject Matter Expert (SME) who provides Production Support and Operational Support for the various systems and interfaces used by Shoreside Travel Operations for booking cruise reservations and their related package items. These systems are used both shoreside and onboard our ships. You will also need substantial knowledge of all Disney Cruise Line processes and systems from our guests visiting our website through the shore side reservation systems all the way through the cruise experience. Your Subject Matter Expertise will lend to your need to oversee BSM Help Desk/Production case work, service levels and analytics, recognizing areas of opportunities, coaching for improved service levels and providing leadership insights for the BSM operational needs.You will report to the Manager, Systems Operations. Responsibilities:

  • Oversee day-to-day the BSM Salesforce platform and its primary functions including the BSM Help Desk and case/project management within.
  • Recognize areas of opportunity, efficiencies, process improvements and trends to drive the future of this platform or similar processes for sustaining and scaling production support amidst growth, expansion and shifting business priorities.
  • Provide consultation support to leadership and our Cast by identifying opportunities and using data and technology to promote collaboration, sustained & improved service levels and cross-functional efficiencies.
  • Share knowledge, facilitate training and collaborate to develop other BSM team members with a focus on Production Support, exemplary Guest Service, clear & prompt communication and best practices
  • Develop systems guides, manuals, policies and procedures for organization's customers and for internal Business Systems Management team use. Oversee and maintain internal resources including but not limited to the Service Interruption validation steps/escalation paths, Salesforce Knowledge Articles and the BSM Knowledge Guide.
  • Develop prototype solutions and implement effective and efficient data collection tools.
  • Design, implement, and integrate metrics into business processes, milestones and business measures.
  • Monitor and improve data integrity.
  • Provide Production Support by phone, email, Slack or alternate channels as operationally required.
  • Liaison between Business Operations and Business Technology providing information and guidance to the department to have a significant impact on their planning and business making decisions.
  • Capture operational requirements for, or on behalf of, Shoreside Travel Operations and other internal/external partners.
  • Assist Business Technology Partners to ensure the quality of our systems and services meet the business needs.
  • Support user acceptance testing of new system releases, incidents, outages and issue resolution.
  • Oversee effective and timely communication of issues, incidents, new releases and outages.
  • Gather requirements, design, build and manage business rules within applications.
  • Provide appropriate systems access within established guidelines and perform access audits to comply with strict SOX/PCI Security controls.
  • Depending on assignment, Cast Member may be asked to travel domestically and internationally more than 20% of the time.
  • Indirect supervision of Cast Members and providing guidance and training to users
  • Must be available 24/7 and provide rotational on-call support including nights, weekends and holidays. Basic Qualifications:
    • Strong day-to-day systems Production Support and case management experience
    • Experience gathering and preparing data for operational analytics and leadership insights
    • Proficiency using Microsoft Office applications with advanced experience in Microsoft Excel.
    • Develop guides, manuals, policies, and procedures for organization's customers
    • Self-starter with ability to manage multiple priorities in a fast-paced environment with minimal direction and follow-up.
    • Excellent communicator and facilitator who can interface effectively at all levels of the company, capable of influencing across multiple levels.
    • Clearly present recommendations and summarize complex issues.
    • Excellent organization, interpersonal communication skills, focus on accuracy and strong attention to detail.
    • Excellent planning, organizing and project management skills
    • Proven leadership competencies and strong analytical, problem solving and decision-making skills.
    • Strong organizational and presentation skills.
    • Ability to adjust to changing priorities, circumstances, and personal interaction styles and to successfully collaborate.
    • Experience managing and balancing organizational workload smoothly shifting between strategic goals and daily operational needs.
    • Advanced analytical mindset, quick problem-solving skills and clarity in thinking to lead and answer the right questions through analytics and consumer understanding. Preferred Qualifications:
      • Prior Business Systems Management Production Support and case management or comparable professional experience
      • Strong knowledge of Disney Cruise Line and Adventures by Disney products and services
      • Strong knowledge of Salesforce suite of applications and integrated solutions/platforms. Official Salesforce certifications are preferred.
      • Demonstrated success in pursuing continuous improvement, always challenging the status quo
      • Knowledge in one or more cruise related applications such as Seaware, Fidelio, Quick and OARS and willingness to learn new applications
      • Experience developing automated forms and workflows
      • Working knowledge of business intelligence and analytics tools such as Business Objects, Crystal Reports, Tableau, or similar. Ability to extract and combine data from multiple sources for multiple businesses and departments to develop a rich, complete picture of the business and to identify operational needs and opportunities.
      • Knowledge of SAP, report writing applications and property management systems
      • 5+ years of technical systems experience Required Education:
        • Bachelor's degree or equivalent

Keywords: Parks, Experiences and Products, Chicago , Business Systems Prod Support Sr Analyst, Professions , Schiller Park, Illinois

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