Technical Specialist – Telecom Services

The Telecom organization is responsible for in-depth analysis, testing, operational engineering, and software configuration for all telecom services across Walt Disney World. We execute content delivery planning, interactive device design, server upgrades, consumables monitoring, evaluating hardware, and testing new and upcoming technologies and code.  Working closely with multiple business units within the company, we facilitate new implementations of video and interactive technology. Maintenance of existing experience systems is a core responsibility, including responding to incidents and supporting technical service escalations.

Working on this team offers opportunity to work directly with technical vendors and authorized resellers to collaborate on solutions and new technologies.  Team members work a wide variety of internal Disney organizations to develop, implement, and maintain solutions that keep our Walt Disney World (WDW) segments working effectively and efficiently.

Telecom Services team is looking for an individual with strong technical and troubleshooting skills to support the Telecom initiatives at Walt Disney Company.  The Technical Specialist will project support and be responsible for any technical projects assigned around video servers and software, video or interactive equipment installations and inventory, and implementation of video and interactive solutions, cameras, digital signage, etc., across property.  This individual should have a solid understanding of the technical industry.

The Telecom Specialist will report to Manager-Telecom Datacom Operations.

Responsibilities:

• Coordinates and facilitates delivery of telecom project objectives

• Ensures timely completion of tasks, maintaining program schedule and target dates

• Leads and advises high-priority matrix projects, which often require considerable resources and high levels of functional integration and interaction with project sponsors and teams

• Conducts program meetings at leadership and/or executive director levels

• Develops and runs a project change control process as needed to ensure project team operates within the scope of change approval process

• Provides input and feedback to telecom team members

• Identifies and evaluates the risks associated with telecom activities and takes appropriate action to mitigate the risks

• Continually reviews available resources to maintain first-hand knowledge of where resources can be best allocated; reevaluates current resources to resolve project resource surplus and shortfalls

• Provide onsite consultation to customers and ensure operational support of the experience environment to maintain SLAs and Disney standards.

• Prepare and present metrics on uptime, usage, trends, and opportunities. 

• Manage vendor relationships. 

Qualifications:

• 3+ years in the Technology Industry

• Technical project management expertise for a theme park(s), working closely with technology, telecom and infrastructure teams

• Hands-on experience with practices such as Agile, Scrum, Kanban, Waterfall

• Ability to understand architectural and technical aspects of projects

• Excellent organizational, communication (written and verbal) and time management skills with attention to detail

• Experience with Application Lifecycle Management and development tools like JIRA, Confluence Wiki, ServiceNOW

• Experience with budget tracking and complex cost-benefit analysis

• Experience managing and prioritizing projects within the program and working seamlessly with various teams and stakeholders in a matrix organization

• Experience working in a team-oriented, collaborative environment

• Ability to influence negotiations to achieve a favor outcome for both parties.

• Demonstrated analysis/assessment capabilities; Self-motivated and dedicated to performing above expectations.

• Demonstrated ability to drive complex forecasts & capacity plans and to effectively communicate risks and dependencies to leaders and business partners.

• Strong knowledge of Microsoft Office, SAP Workplace, and Service NOW

• Demonstrated strong organizational and time management skills. 

• Able to hit targeted due dates and manage competing priorities.

• Demonstrated strong written and verbal communication skills

• Self-organizing and motivated

• Proven success collaborating with a range of partners

Education:

• Technical project management experience in software development

• Project Management Professional (PMP) Certification

• Current or former Scrum Master Certifications

• Current or former Agile Certifications (CSM; ACP; CSPO; SAFe; LeSS)

Preferred Education:

• Associates degree in computer science, information systems, engineering, mathematics, data analytics or other related scientific or technical discipline and 7+ years of Program/Project management experience (such as: Project Lead, SCRUM Master, Project Manager) working with technical teams delivering solutions

• Bachelor's degree in computer science, information systems, engineering, mathematics, data analytics or other related scientific or technical discipline and 5+ years of Program/Project management experience (such as: Project Lead, SCRUM Master, Project Manager) working with technical teams delivering solutions

• Or Master's Degree in computer science, information systems, engineering, mathematics, data analytics or other related scientific or technical discipline and 3+ years of Program/Project management experience (such as: Project Lead, SCRUM Master, Project Manager) working with technical teams delivering solutions

• Or, appropriate certifications and equivalent work experience

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