Sr. Analyst, Restaurant Technology Support, Popeyes

What You'll Do

• Technical Support & Resolution
• Oversee vendor support processes, ensuring effective handling of technical support requests and driving issues to resolution.
• Research and investigate the root causes of technical issues using tools, dashboards, and web portals, engaging the appropriate teams to expedite resolution.
• Follow up on support requests, maintaining effective communication and ensuring timely resolution and closure.
• Monitoring & Documentation
• Perform proactive monitoring of restaurant technology systems to maintain ongoing health and stability.
• Use dashboards, tools, and escalation processes to ensure systems are functioning optimally.
• Create, compile, and deliver technical documentation, reports, and analyses related to system performance and support activities.
• Stakeholder Engagement
• Drive engagement with vendors, on-site contacts, and stakeholders to address and resolve technical challenges.
• Collaborate with cross-functional teams to enhance the overall performance of restaurant technology solutions.
• Communicate issue status, project updates, and resolutions effectively to all relevant stakeholders.

Additional Responsibilities

• Support systems such as point-of-sale (POS) systems, digital menu boards, and third-party delivery platforms (UberEats, GrubHub, DoorDash, etc.).
• Contribute to the refinement of existing tools and processes, ensuring scalability and improved functionality.

What You Bring

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience with enterprise tools such as ServiceNow, Jira, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong verbal and written communication skills, with the ability to convey technical concepts to diverse audiences.
• Demonstrated ability to self-direct, manage multiple tasks, and work collaboratively as part of a team.
• Experience with release cycles, environment configurations, and CI/CD tools like CircleCI.
• Familiarity with feature flag management systems such as LaunchDarkly and CMS tools like Sanity.
• Previous experience in QA testing practices and processes.
• Background in troubleshooting and maintaining restaurant technology systems.
• Rotating weekend coverage for high-priority issue monitoring.