POS Analyst I

Atlanta, Georgia (Hybrid)

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 daily operations; monitor incidents, service requests, and escalations; assist with Level 3 support coordination and root cause analysis; coordinate changes, updates, configurations, and deployments; maintain inventories and support records.
• Develop and maintain leadership dashboards; analyze trends in incidents, vendor performance, support tickets, and system health; produce weekly and monthly reports; track KPIs, SLAs, and milestones.
• Partner with vendors to track open issues and deliverables; coordinate communications with franchisees and operations; schedule meetings, testing, and project reviews; monitor vendor responsiveness and accountability.
• Support restaurant technology rollouts and enhancements; coordinate testing plans and deployment schedules; track tasks, risks, dependencies, and action items; support requirements gathering and documentation.
• Create and maintain process documentation, knowledge articles, training materials, and operating procedures; identify workflow improvements and support continuous improvement initiatives.

Focus Areas & Time Allocation:

• Operational Support – 30%
• Reporting & Analytics – 25%
• Vendor & Franchisee Coordination – 20%
• Project Management & Deployment Support – 15%
• Documentation & Process Improvement – 10%

Requirements

• Bachelor's degree in Information Systems, Business Administration, Computer Science, Technology Management, or a related field. Equivalent work experience may be considered.
• 2 to 5 years of experience in technology operations, IT support, business analysis, or project coordination.
• Experience supporting multiple stakeholders in a fast-paced environment.
• Experience working with vendors, ticketing systems, and operational reporting.
• Restaurant, retail, hospitality, or franchise technology experience preferred.

Skills

• Strong analytical and problem-solving abilities.
• Advanced Microsoft Excel skills and proficiency with PowerPoint, Word, Outlook, and Power BI.
• Experience using ServiceNow, Jira, Confluence, or similar tools.
• Ability to organize, analyze, and summarize large volumes of operational data.
• Strong written and verbal communication skills with attention to detail and follow-through.
• Ability to communicate effectively with executives, vendors, franchisees, operators, and technical teams.
• Ability to manage multiple priorities, deadlines, risks, and action items independently and collaboratively.

Preferred Qualifications

• Experience supporting restaurant technologies such as Digital Menu Boards, Drive-Thru Timers, Headset Systems, Point of Sale systems, order aggregation platforms, kitchen display systems, or mobile ordering technologies.
• Experience with ServiceNow, Jira, Power BI, SQL for basic reporting queries, and project management methodologies.

Success Measures

• Timely coordination and resolution of technology issues and escalations.
• Accurate, reliable, and actionable operational reporting.
• Reduction in recurring technology incidents through trend analysis and process improvement.
• Successful execution of deployments, testing plans, and project milestones.
• Strong stakeholder satisfaction and clear vendor accountability tracking.
• Complete, current, and usable documentation for support and operational teams.

Career Path

This role provides a strong career path into a Senior Analyst, Product Owner, Project Manager, or Restaurant Technology Manager position.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP) and 401K with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, plus a certified Career Coach.