The Walt Disney Company Process Architect in Burbank, California

At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

Disney Technology Solutions & Services (DTSS) is responsible for the strategy and management, central engineering, architecture, IT and technical operations for the Walt Disney Company. The DTSS organization provides scalable, reliable enterprise-wide networks and computing platforms to all of Disney businesses through integrated service aggregation from multiple internal and external providers. DTSS is guided by the principles of being service focused and easy to do business with, being biased for action and innovation, and being efficient through leverage and continuous improvement.

Service Management enables the efficient and effective design, transition, and operation of services to the business. The Service Management team within Disney is responsible for the architecture strategy, process & applications & tools that enable Service management capabilities. Within DTSS, the Service Management team develops and operates the underlying processes, tools, and frameworks required to support a diverse portfolio of technology and infrastructure services.

As providers of IT Service Management (ITSM) solutions, The ITSM Program Management Office Lead manages the IT Enterprise Service Management team’s Project Demand & Portfolio from Demand intake through delivery.

As the ITESM Process Architect, this role will have deep knowledge of our end to end process architecture, including all process touch points and integrations within IT Service Management lifecycle and its implementation within our supporting ITSM tools (ServiceNow) including business rules and workflow. By collaborating with our Technical Architect, process and product owners, this role is responsible and accountable for IT Service Management Demand Management; managing the demand intake to decision process, designing and providing process solutions, coordinating with stakeholders including customer, vendors, external product and process owners, Disney Platform demand, technical architects and developers to deliver solutions, effort and estimates and time lines.

As the lead member of our PMO team, this role will also be accountable for overseeing project delivery management, assigning project managers or taking on project management of ITSM projects, and providing / applying modern best practices including agile/scrum.

Responsibilities : ITESM Demand Management

  • Process Solution architect – gather high level requirements, as solution architect, proposes solutions, rough order of magnitude / estimations, time lines

  • Bring in required ITSM subject matter experts, technical resources, as well as external team members such as vendor partners including ServiceNow, other Disney product owners as needed.

  • Manage the Demand through delivery process including coordination with our Platform Demand Management team, across team and partner product owners, stakeholders and technical teams. Package demand artifacts, coordinate assessments and obtaining estimates

  • Define / improve the Demand / estimating process.

ITESM Program & Project Management

  • Acts as the Program Manager for the ITESM Continuous Improvement Roadmap

  • Act as the Disney Project Manager for small projects

  • Track progress, gather status, and report on progress, issue and risk management.

  • Resource Forecast & Actuals Management

  • Manage and maintain a consolidated human resource plans

  • Facilitates governance meetings across multiple stakeholder teams: gathers required data, takes minutes and actions

  • Program & Project Management Subject Matter Expert

  • Provides industry project management best practices to the ITSM team

  • Coaches the IT Service Management high performing senior managers and managers in program and project management best practices. Assists in the development of project charters, metrics. Assist in the documentation of our Program Management lifecycle processes and related artifacts.

Communications and Status Reporting

  • Develop / Design status reports and dashboards. Oversees the collecting of required information and data and produce reports. Assists the Director of Service Management in preparation of key executive level communications materials. Will use a combination of tools such as excel, power point, business objects and ServiceNow.

  • Coordinate gathering and editing communications materials including team newsletter


Basic Qualifications :

IT Service Management Sr. Technical Business Architect- (7-10+)

  • Subject Matter Expert across the Service Management lifecycle: Incident, Problem, Knowledge, Change, Release, Asset, & Configuration Management.

  • Sound – expert experience in soliciting and documenting user stories, functional requirements, processes, and interfaces

  • Sound experience Process Design & Development

  • Strong critical thinking and problem solving skills

  • Excellent planning, organizing, and project management skills.

  • Ability to interact effectively with geographically and culturally diverse Business Units.

  • Strong customer, quality and results orientation.

  • Ability to recognize and embrace change as the external environment and organization evolves.

Project Management (7+)

  • Sound experience in Program and Project management lifecycle from Demand intake through delivery. Good skills with MS Project, Project Planning tools

  • Experience in Agile development projects

  • Excellent written and verbal skills

  • Excellent customer facing / communication skills

  • Excellent MS PowerPoint, Word and excel

  • Able to manage teams both direct reports and matrix project team members

  • Experience with Service Management tools such as ServiceNow (preferred), Remedy, HP

  • Experience in working as a Project or Program Manager for Disney / knowledge of the Disney organization

  • Experience with implementing ServiceNow

Preferred Qualifications :

  • Scrum Master Training

  • ITIL v3 Service Manager

  • COBIT 5

Required Education :

  • 4-year degree or equivalent experience

Job ID: 555364BR

Location: Burbank,California

Job Posting Company: The Walt Disney Company (Corporate)