Operations Systems Analyst

Overview

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+. Our DTC team seeks team players to join the Viewer Experience team, who will contribute to The Walt Disney Company’s DTC experience through strategic hard work and determination.

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.

• 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

• 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

• Hands-on experience with NICE, CXone, IEX, Salesforce, Sprout Social, Verint, Genesys, or similar platforms

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 Candid 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.