POS Analyst

About the role

The Restaurant Technology Analyst supports the administration, execution, reporting, and ongoing operational support of restaurant technology platforms across the organization. This role serves as a key liaison between franchisees, vendors, support teams, and internal stakeholders to ensure restaurant technology solutions are functioning effectively and delivering business value.

Responsibilities

• Support day-to-day operations of restaurant technology platforms.
  • Monitor incidents, service requests, and escalations through ServiceNow and Jira.
  • Aid with Level 3 support coordination and root cause analysis.
  • Coordinate system updates, deployments, configurations, and device management.
  • Maintain technology inventories, support records, and asset tracking.
• Develop leadership dashboards and KPI reporting in Power BI.
  • Analyze trends related to incidents, technology performance, vendor responsiveness, and restaurant support metrics.
  • Create weekly, monthly, and executive-level operational reports.
  • Track SLA compliance and technology health metrics.
• Act as primary liaison between restaurant operators, franchisees, and technology vendors.
  • Track vendor deliverables and open issue resolution.
  • Facilitate meetings, testing events, deployment communications, and issue reviews.
  • Monitor vendor accountability and performance against service expectations.
• Support large-scale restaurant technology implementations and upgrades.
  • Assist with testing coordination, deployment planning, and readiness activities.
  • Track risks, dependencies, milestones, and project action items.
  • Gather business requirements and support documentation efforts.
• Develop SOPs, knowledge articles, support guides, and training materials.
  • Identify opportunities to improve support workflows and operational processes.
  • Support automation and AI-enabled productivity initiatives.

Qualifications

• Intermediate level experience in restaurant technology operations.
• Hands-on experience supporting restaurant technologies.
• Skills in ServiceNow, Jira, Power BI, Digital Menu Boards, POS Systems, Kitchen Display Units, Drive- Thru Technology, Restaurant Ordering Platforms.

Benefits

• Pay Range: $36.00 - $39.00/hr.
• Benefits: Medical, dental & vision, Critical Illness, Accident, and Hospital coverage, 401(k) Retirement Plan, Life Insurance, Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).