Technical Support Analyst I

Disney Entertainment and ESPN Product & Technology is hiring a Technical Support Analyst I in Glendale, CA for an onsite role. In this position, you will help maintain service availability across important business applications and media systems by handling incident intake, performing Tier-1 triage, and fulfilling requests using established runbooks.

What you’ll do

• Act as the first point of contact for support calls, tickets, and other intake requests, capturing incident details via phone, chat, and monitoring channels.
• Handle standard issues and fulfill requests by following documented procedures, escalating items beyond scope promptly.
• Monitor active incidents and keep an eye on service health to support rapid detection and response.
• Monitor service-health and communication channels including Datadog, BigPanda, Teams, and email, raising concerns quickly when needed.
• Document incidents thoroughly in ServiceNow and Jira, maintaining strong ticket hygiene by ensuring all required fields are completed correctly.
• Analyze incidents to understand scope and impact, then triage, work tickets, and escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to help resolve incidents quickly.
• Operate within ServiceNow, Jira, Confluence, and PagerDuty while ensuring procedures for tracking and reporting issues are followed.
• Participate actively in incident management by documenting and tracking incidents throughout their lifecycle.
• Contribute to the knowledge base by documenting solutions, best practices, and troubleshooting procedures.
• Proactively identify potential issues or performance bottlenecks before they escalate.

Required qualifications

• 1+ years of experience in a 24x7 IT call center or helpdesk role.
• Bachelor’s degree in computer science, information technology, or a related field.
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA.
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues.
• Ability to work well under pressure, manage priorities, and support urgent deliverables.
• ITIL v3 or ITIL v4 Foundation Certification.
• Experience with observability tools including Datadog, BigPanda, Conviva, Grafana, and Splunk.
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure.
• Familiarity with Major Incident Management, Problem Management, and Change Management.
• Strong communication and interpersonal skills for effective interaction with stakeholders and peers.

Tools and systems you’ll work with

• ServiceNow, PagerDuty, Jira, Confluence
• Datadog, BigPanda, Teams, Conviva, Grafana, Splunk
• ITSM tools and supporting incident management environments

Salary: USD 60,300 - 80,800 per year.

Location: Glendale, CA (onsite).