POS Analyst I

Sandy Springs, Georgia • Hybrid • Contract • $30 - 40 per hour • 8am to 5pm

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. The analyst coordinates technology deployments, manages requests, supports system configurations, analyzes operational data, tracks vendor performance, creates leadership reporting, and assists with Level 3 support for technologies including Digital Menu Boards, Drive-Thru Timers, Headsets, integrated ordering platforms, tablets, and other restaurant technology systems.

Responsibilities

• Operational Support (30%): 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.
• Reporting & Analytics (25%): 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.
• Vendor & Franchisee Coordination (20%): 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.
• Project Management & Deployment Support (15%): Support restaurant technology rollouts and enhancements; coordinate testing plans and deployment schedules; track tasks, risks, dependencies, and action items; support requirements gathering and documentation.
• Documentation & Process Improvement (10%): Create and maintain process documentation, knowledge articles, training materials, and operating procedures; identify workflow improvements and support continuous improvement initiatives.

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.
• 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.

Pay

$30 - 40 per hour

Schedule

8am to 5pm

Benefits

• Medical, prescription, dental, and vision insurance.
• AD&D and life insurance offerings.
• Short-term disability.
• 401K plan (all benefits are based on eligibility).