Job Requirements

Job Summary and Purpose:

The Business Analyst, MyDisneyToday - ServiceNow is a new role within the Enterprise Technologyorganization, and is responsible for translating requirements and user stories into functional software that delivers value to the business.  They help make the impossible become possible through the design, development, testing and implementation of complex software for use across The Walt Disney Company. 

Department/Group Description:

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company 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. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

Responsibilities of the Role:      

The Business Analyst Lead MyDisneyToday - ServiceNow is responsible for driving the design, delivery, and continuous improvement of ServiceNow solutions. This role will work closely with business stakeholders, product owners, developers, and cross-functional teams to gather requirements, translate business needs into scalable ServiceNow solutions, and support delivery across custom applications and Service Portal initiatives.  MyDisneyToday is a World-Class End User ServiceNow Portal experience for internal users.  This role will help make the impossible become possible through the design, development, testing and implementation of complex software for use across The Walt Disney Company.  We’re looking for experienced and certified ServiceNow Business Analyst with extensive ServiceNow Portal and UI/UX experience to ensure that that we are building the “best-in-class” products and continuously maintaining and enhancing existing products to improve our competitive advantage and technical excellence.

Responsibilities

• Participate in the design and implementation of ServiceNow Portal experiences for End Users, solving complex targeting and functional requirements while continuing to consider platform performance, usage of Out Of Box capabilities, and platform based features to meet the business’ varied and complex requirements. 
• Partner with stakeholders to understand business needs, pain points, and strategic goals.
• Elicit, analyze, document, and validate business, functional, and non-functional requirements.
• Translate business requirements into clear user stories, acceptance criteria, process flows, and functional specifications.
• Serve as a liaison between business teams, ServiceNow developers, architects, QA, and product owners.
• Support the design and implementation of ServiceNow custom applications and enhancements.
• Gather and define requirements for Service Portal experiences, including workflows, forms, knowledge integration, and user interactions.
• Collaborate with UX/UI, development, and platform teams to improve portal usability and customer experience.
• Facilitate backlog grooming, sprint planning, sprint reviews, and other Agile ceremonies.
• Help prioritize work based on business value, technical feasibility, and delivery timelines.
• Track requirements through the development lifecycle to ensure successful implementation and adoption.
• Support testing efforts by reviewing test cases, validating delivered functionality, and coordinating user acceptance testing.
• Identify process improvement opportunities and recommend platform capabilities that improve efficiency and user experience.
• Create and maintain documentation including business requirements, process maps, release notes, training materials, and stakeholder communications.
• Monitor delivered solutions and gather feedback for continuous improvement.
• Collaborate with the ServiceNow Platform team and product teams to ensure proper alignment on projects and software feature deliverables
• Understand the implications of design and implementation decisions on all interconnected systems
• Serve as an escalation point for difficult problems and complex inquiries
• Acts as an escalation point for issues that require developer intervention/troubleshooting. 
• Deep understanding and knowledge of ServiceNow and other Web-based user experience tools.

Skills & Experience

• At least 5+ years experience as a Business Analyst, preferably supporting ServiceNow implementations or enhancements.
• Knowledge of ITIL v3 or later and ITSM best practices
• Strong communication, writing, and executive presentation skills
• Able to translate complex ideas into understandable requirements, value statements, and business outcomes
• Demonstrated experience leading small teams to deliver projects and business outcomes
• Experience with agile software development methodologies (PMI-ACP, SAFe Agilist, ICP-ACC, etc.)

Key Attributes

• Thinks Strategically
  • Stays current on business trends and technological advances
  • Uses knowledge of the company’s products and services to meet customer needs
  • Identifies key business opportunities and challenges
  • Examines issues from a broad perspective, considering impact beyond immediate scope
• Builds Relationships
  • Acts as the voice of the customer by understanding their business strategies and aligning business needs with the product strategy and roadmap
  • Interacts well with people who have different backgrounds and work styles
  • Resolves conflicts effectively
  • Service mindset with ability to facilitate “win-win” solutions, but not afraid to say “no”
  • Manages the diverse needs of stakeholders
• Communicates Effectively
  • Conveys relevant information in a candid and timely manner
  • Listens and asks questions to ensure understanding
  • Tailors messages appropriately to the audience
  • Effectively persuades others to support ideas and plans
• Drives Results
  • Keeps Commitments
  • Uses technology to facilitate better results
  • Analyzes problems and takes action to resolve
  • Achieves high levels of customer satisfaction
  • Holds self and others accountable to high standards
  • Is metrics and data driven
  • Manages projects and resources to produce desired outcomes
• Inspires Creativity and Innovation
  • Conceives creative ideas to solve problems or meet objectives
  • Demonstrates a positive attitude with contagious enthusiasm
  • Challenges the status quo
  • Transfers ideas and success across boundaries
  • Facilitates the exchange of ideas and creation of new ones
  • Sets product vision and creates enduring excitement about what is possible
• Champions Change
  • Remains productive despite uncertainly
  • Demonstrates flexibility in response to changes
  • Supports new initiatives
• Builds Teams
  • Supports productivity and morale of the team
  • Strengthens others through mentoring and feedback
• Exhibits Professional Excellence
  • Treats others with respect
  • Earns the trust of colleagues, partners and customers
  • Maintains composure under pressure
  • Strives for self-improvement
  • Learns from personal and organizational experiences
  • Shows consistency in words and actions
  • Sets a good example for others

This position is with Disney (India) Private Limited, which is part of a business we call The Walt Disney Company (Corporate).

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