intermediate systems analyst- service desk (Nashville, TN)

About the role

As a Systems Analyst, you’ll support and deliver technology and process solutions that build key business capabilities and drive operational improvements. You’ll partner with business and technology teams to gather requirements, design solutions, configure and test systems, and provide global production support for critical applications.

Responsibilities

• Shape solutions end-to-end by gathering and documenting requirements, supporting user story creation and backlog grooming, and contributing to business process design and user-centric solution design.
• Configure, test, and validate by supporting application configuration (attributes, workflows, UI changes), assisting with data conversion (extract/load/validation), and executing tests while validating results using queries as needed.
• Keep critical systems running by providing 24x7 support, working trouble tickets to SLA, conducting root cause analysis, coordinating issue resolution across teams (and vendors when needed), and maintaining clear documentation and knowledge articles.

Requirements

• 3-5+ years of relevant technical support experience
• 3-5+ years of experience with Windows support in an enterprise environment
• Strong familiarity with macOS and experience with Mac support technologies
• 3-5+ years of customer service experience
• 3+ years of experience with mobile device support with iOS and Android

Qualifications

• Strong people skills and welcoming face-to-face demeanor
• Ability to communicate clearly and concisely, both orally and in writing
• Strong analytical and problem-solving skills
• Ability to quickly learn new systems and technologies
• Knowledge of basic troubleshooting methodologies
• Natural ability to demonstrate empathy and compassion while serving customers and staff
• Adept at maintaining composure and focus on the customer while responding to customer concerns, troubleshooting, and solving technical issues
• Strong emotional intelligence
• Able to balance multiple priorities and meet deadlines

Skills

• Technical support experience
• Windows support experience
• MacOS support experience
• Customer service experience
• Mobile device support experience

Benefits

• Medical, dental, and vision insurance
• Basic and supplemental life insurance
• Disability insurance
• Short-term and long-term disability
• Paid parental leave
• Family expansion reimbursement
• Paid vacation
• Sick time
• Eighth paid holidays
• Two personal days per year
• 401(k) retirement plan with employer match
• Discounted company stock program (S.I.P.)
• Starbucks equity program (Bean Stock)
• Incentivized emergency savings
• Financial well-being tools
• Access to educational opportunities through the Starbucks College Achievement Plan
• Access to backup care and DACA reimbursement
• Compliance with state and local laws regarding employee leave benefits

Pay

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity.

Schedule

Join us and inspire with every cup. Apply today!