Operations Systems Analyst

Operations Systems Analyst

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 Operations Systems 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

• 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

Key skills/competency

• User Access Management
• System Configuration
• IT Operations
• Workforce Management (WFM) Systems
• CRM Administration
• Troubleshooting
• Compliance Auditing
• System Integration
• Stakeholder Collaboration
• Platform Optimization