上海招聘

业务部门: Technology & Digital

工作地点-国家/地区: 中国，上海

职位介绍：

您需要与零售、餐饮、财务、运营等部门的同事合作，独立完成现场运营支持工作，独立完成数据分析并及时与管理层进行问题沟通和处理相应技术支持。主要职责范围是主题乐园、酒店，以及其他临时性业务分析和技术支持。

工作内容：

• 依据乐园运营要求独立完成现场运营支持工作
• 独立完成数据分析并及时与管理层进行问题沟通。
• 识别，区分并分析问题的多个层面，并对商务变更提供意见。
• 对于收到的支持服务需求，按要求录入相关的工单系统, 按要求向上级反馈支持工作中存在的问题。判断问题的优先级并做好支持
• 依据服务标准协议，提供令客户高度满意，体现技术专业性，及时和有效地优质IT支持服务
• 积极主动跟进团队需要负责的待处理工单，并主动承担待处理工单，通过电话，邮件，以及客户访问解决客户所上报的问题
• 有效使用并遵循流程分析问题，测试环境测试及变更，直至问题解决
• 配合核心业务的项目推进，完成相关部署实施及技术实现
• 顺利完成在日常工作中被授予的相关工作
• 对当前、流行和未来的计算机技术有深刻的理解，能使用自身的知识高效的改进现有的工作流程和解决方案
• 将自己所学的新知识与团队成员分享，并帮助归档
• 在非工作日或假期能做好紧急故障的远程电话支持
• 在日常工作中，做到对不同类型终端设备应用的支持就所需技术力量进行分析和***匹配，以求最快解决问题并实现商务效率的提升,目前所需要支持的应用系统如下
• Oracle Simphony
• Oracle Xstore
• 对不同的商务专用终端设备的硬件部件，操作系统，软件安装和使用进行研究以达到能提供精准和快速的支持响应，目前所需要支持的硬件主要如下
• MicroPOS终端及小票打印机，扫码枪等
• 就销售运维相关的销售报表的协助数据核对及SQL查询的支持工作
• 业务运营期间必要的核心用户的基本POS机使用的培训工作
• 作为POS系统Level2支持人员，处理和解决相关软硬件工作，并通过故障记录平台做好故障诊断、分析、解决和相应知识库的更新，包括与财务SAP系统相关接口的维护与支持

我们希望您：

• 对于Windows操作系统的安装和封装设计做到熟练的应用
• 对于软件封装技术能有基础的支持技能，并不断学习和提高
• 较强的分析和问题处理能力，能够为突发事件或复杂问题开发出创新备选方案的能力
• 具备在复杂和多样化的跨国公司的业务部门项目小组工作的能力
• 有能力作为高效团队的一员在快节奏的工作环境中有效的工作
• 能够在截止时间内独立完成工作，处理多项任务并准确地履行工作职责
• 可以使用突出的组织能力和细节关注度来平衡日常类工作和项目类工作
• 突出的人际关系能力，团队成员注重交流，与内部和外部各层级组织的成员合作
• 突出的书面和口头沟通能力
• 突出的处理机密信息的能力
• 较强的商业和文化敏感性.
• 可以独立思考解决不常见的问题。.
• 积极影响团队的工作能力与工作产出.
• 对于IT间的合作，能拥有并保持创新性思维和创造性解决方案.
• 对于技术本身有强烈的好奇心且有深入学习的意愿.
• 对娱乐业和旅游业充满热情
• 中英双语读写熟练

Line of Business: Technology & Digital

Location: China, Shanghai

Job Summary:

You are responsible for supporting Disney Park by providing a superior customer experience within a large enterprise, retail setting. And keeping up to date and developing changes, or upgrades, to existing technology. The primary areas include a theme park, hotels, and other ad-hoc analysis.

Key Responsibilities:

• Responsible for supporting Disney Park by providing a superior customer experience within a large enterprise, retail setting.
• Responsible for keeping up to date and developing changes, or upgrades, to existing technology.
• Will have advanced knowledge of existing technology and act as an advisor for best practices as it relates to development, implementation and integration activities.
• And working with the team, is also responsible for escalation, documentation, training, knowledge transfers and support of the POS Systems Implementation team and other teams. (Including 3rd party vendors.)
• Relies on instructions and established guidelines to perform the functions of the job
• Documents, maintains, upgrades or replaces hardware and software systems as necessary
• Identifies, analyzes, and repairs product failures, orders and replaces parts as needed
• Determines and recommends which products or services best fit the customers' needs
• Maintains and modifies existing applications.
• Performs software and system testing procedures, debugs, verifies and releases testing and beta support.
• Identifies and defines problems, analyzes requirements, evaluates alternatives and makes recommendations to ensure that information systems meet business objectives.
• Apply diagnostic and analysis techniques to identify problems, investigate causes, and recommend solutions and update knowledgebase as needed.
• Provides support to project managers to ensure the development of quality deliverables are properly planned and delivered.
• Follows company policies, upholds professional standards, and performs all work in a manner respectful of others.
• Develops integration, deployment, and automation software tools to maximize efficiency and productivity.
• Possesses a disciplined approach towards standardization and leveraging existing functionality wherever practicable.
• Provides successful resolutions for technical problems of varying complexities by effectively identifying and defining problems, analyzing requirements, evaluating alternatives, and making sound decisions to ensure the Information Systems meet the business objectives.
• Respond, resolve and record problem calls from the business owners related to software and hardware issues.
• Normal office hours are required with some evening/weekend phone support.
• Prepares detailed specifications from which systems of programming requirements will be written.
• Provide daily payments transaction, file, system and environment operating monitoring which required from business owners, such as sale report tracking assist, scripting and SQL Development desired
• Will ideally have a solid background supporting POS systems(Xstore/Simphony), printer, & wireless device support
• Maintains, analyzes, troubleshoots, and repairs Micro POS software, hardware and computer peripherals
• May be responsible for training employees and key users of POS system
• Provide Level 2 escalation support in problem solving and troubleshooting for POS applications with a high degree of focus on POS systems and related applications.
• Review and log all activity on escalated support issues daily in Service-Now software (escalation queues) while driving closure to all open escalations.
• Develops strategies and rollout plans for successful execution and support of all SHDR Point of Sale software, supporting java applications, hardware upgrades and new POS initiatives.
• Works with external and internal helpdesks and vendors in knowledge (sharing) transfer retaining documented solutions for recurring issues.
• Maintain current knowledge of relevant restaurant hardware and software applications as assigned and train business owners or key users.
• Provide sales processing support for POS registers and transactions across finance SAP system and resolve system alerts related to availability, transaction processing errors, file processing errors, vendor/host system issues, and hardware and/or network connectivity.

Desired Qualifications:

• Must have strong communication and troubleshooting skills and be comfortable speaking on the phone. Preferred candidates will have prior work experience in a help desk or call center environment.
• Demonstrated ability to effectively communicate and collaborate with business leaders
• Follows, adheres to and promotes Change Control process disciplines.
• Will have extensive hands on working knowledge and expertise in POS solutions including federal hardware and software implementations and customer training.
• Assess customer needs and identifies potential issues and address solutions prior to issue resolution.
• Ability to independently configure, setup, testing and implementation of POS solution in moderate to complex environments.
• Have working knowledge or experience with POS Software management. This includes the ability to install and set up new POS workstations, maintain the database and test database and software changes.
• Have the ability to adapt to changing schedules/situations and escalate problems when required.
• Have a strong preference for someone who is interested in learning and potentially taking on responsibilities outside the job description to assist the team.
• Ability to communicate concisely and clearly with organization staff at different levels of technical expertise.
• Good verbal and written communication skills in English and Chinese

作为全球家庭娱乐业的领军企业之一，上海迪士尼度假区为我们的游客带来独具一格的服务和珍藏一生的记忆。加入我们，在这个充满奇幻、想像、创意和探险的全新世界里，为每年数以百万的度假区游客创造欢乐。无论您的迪士尼旅程走向台前还是幕后，您都拥有无限机遇。
As one of the worldwide leaders in family entertainment, Shanghai Disney Resort delivers legendary service and a lifetime of memories for our guests. Joining us in a new world of fantasy, imagination, creativity and adventure involves creating happiness for the millions of guests who visit our Resort each year. Whether your career journey here is onstage or backstage, there are almost unlimited opportunities for growth and personal development at Shanghai Disney.