Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.
Job Summary:
The Operations Systems Analyst is responsible for managing user access, system configurations, and operational alignment across enterprise platforms including NICE, CXone, IEX, Salesforce, and Sprout Social. This role combines technical system management with business operations support, ensuring secure and accurate onboarding, troubleshooting, and integration alignment. The analyst serves as a key liaison between IT, HR, and WFM teams, driving system integrity, compliance, and performance optimization.
Responsibilities and Duties of the Role:
- Provision, modify, and deactivate user accounts across WFM and CRM platforms in accordance with HR and IT protocols
- Assign and maintain user roles, skills, and access levels based on business function and operational requirements
- Serve as the primary point of contact for troubleshooting CXone user settings and validating profile configurations prior to escalating to NICE System Management
- Ensure IEX system configurations support accurate forecasting, planning, and user interfacing aligned with business operations
- Conduct regular audits of system permissions and access logs to ensure compliance with internal and regulatory standards
- Maintain and update system settings, queues, and routing configurations to support evolving operational needs
- Collaborate with IT, HR, and WFM teams to support seamless onboarding and integration between systems, including HRIS and CRM platforms
- Document procedures, access changes, and configuration updates to support transparency and audit readiness
Required Qualifications (Education, Experience/Skills/Training):
- Bachelor’s degree in Information Systems, Business Administration, or related field preferred
- 2+ years of experience in IT operations, WFM systems administration, or user access management
Preferred Qualifications:
- Hands-on experience with NICE, CXone, IEX, Salesforce, Sprout Social, Verint, Genesys, or similar platforms
Disability accommodation for employment applications
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
The hiring range for this position in Glendale, California is $62,200.00 - $83,300.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
