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DMED Technology Technical Analyst-Remote, Summer 2021

DMED Technology Technical Analyst-Remote, Summer 2021

Comprised of Disney’s international media businesses and the Company’s various streaming services, the Disney Media & Entertainment Distribution (DMED) segment aligns technology, media distribution, and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world. Playing an important role in the growth and future of DMED and The Walt Disney Company, the Technology team helps drive the strategic development and deployment of technology at the Walt Disney Company. It creates products, platforms and innovations for Disney’s portfolio of brands and businesses, while building scalable systems that connect hundreds of millions of consumers to Disney’s beloved stories, characters and brands.

The DMED Technology team is looking to fill 2 Technology Analyst internships across various teams.
By applying to this posting, you will be considered for one or more of these opportunities. Specific interests and teams will be discussed during the interview phase.

Media Engineering & Operations Team
DMED-Technology operates a high volume and fast-paced environment where it relies on a SupportCenter to provide tier 1 support for all programming contribution and distribution for The Walt Disney Company.

The DMED SupportCenter is part of the Media Engineering and Operations (MEO) division of DMED. MEO focuses on providing best-in-class technical support at tier 1, 2, and 3 levels for facilities around the globe. In addition, the SupportCenter provides incident ingest and tier 1 service, incident management, and critical communications for all divisions of DTCI.

The DMED SupportCenter Technical Analyst Intern is the front line of support and responsible for answering calls, tending to service queues and web form submittals, creating incidents, troubleshooting where possible, and escalating to the appropriate teams to solve issues. Responsibilities include assigning Incidents for Tier 1 level support for global media production and distribution systems such as satellite or broadcast and critical business applications that support DMED’s mission. The Technical Analyst Intern is accountable for gathering accurate and detailed information through a client conversation, log on to tools, and engage additional resources when needed. The Technical Analyst Intern must escalate issues outside the scope of their capability quickly. The focus is to route Incidents to resolution as fast as possible by gathering the necessary information, reviewing documentation, and involving the required parties. The Technical Analyst Intern will also need to take notes during Critical Incidents and document those within our Knowledgebase.

Media Engineering Team
This position is part of the Media Engineering team responsible for technologies and platforms that support the entire media supply chain. These systems support the workflows from all our networks within Walt Disney Television; from content acquisition to media asset management to distribution and delivery to our partners and affiliates. This team drives architectural design and engineering of the media operations workflows to leverage the best in class technologies and vendors.

As a Media Engineering Intern, you will help design and implement workflow enhancements, deploy new systems, and enable higher efficiencies for our media operators and partners. The primary tasks for this position will be to partner in the launch of the enterprise media asset management system; this will include working with vendors, internal and external development teams, quality assurance and testing groups, and media business partners.


A Day in the Life...
  • Be active in the phone queue, answer customer phone calls, gather accurate and detailed information through a client conversation, and create Incidents in ServiceNow and JIRA.
  • Monitor ServiceNow and JIRA queues and web form submittals for incoming Requests, Incidents, and Issues.
  • Use existing and new tools to create client accounts, reset passwords, and Tier 1 troubleshooting Incidents and Issues where possible using existing documentation.
  • Escalate Incidents and Issues, outside the scope of their capability, to the appropriate teams to solve issues.
  • Take quality notes during Critical Incidents and document those within our Knowledgebase.
  • Monitor external systems for alarm conditions, and react according to runbooks.
  • Operate within the Service Now and JIRA environments and ensure that procedures are being followed.
  • Understands and communicates complex technical information to both technical and non-technical personnel.
  • Communicates with both internal and external contacts at a variety of organizational levels to diagnose and resolve problems
  • Is passionate about media and related technologies
  • Demonstrates determination in finding solutions to complex puzzles
  • Has the curiosity to research and learn new technologies across the media supply chain
  • Employs positive thinking and is able to work constructively in a diverse team setting
  • Values learning and being exposed to new experiences
  • Is self-organizing