Systems analyst ll - onsite and executive technology support (Nashville, TN)

About the role

As a Systems Analyst II in the Technology Café, you represent Starbucks Technology to the rest of the enterprise. You provide on-demand support to employees and are the first or only impression of the Starbucks Technology organization for many. You empower users to do their best work by providing world-class technical support, training, and guidance, clearing barriers to efficiency, and advocating for better solutions. As part of a small, collaborative, and dynamic team, you will develop expertise across a wide range of Starbucks systems and gain a deeper understanding of the relationships between business units and global technology teams. As a member of VIP support, you’ll provide support to Starbucks partners in key roles, requiring efficiency, responsiveness, and technical adeptness. Discretion, humility, care, and respect are central to your role.

Responsibilities

• Represents Starbucks Technology by providing world-class in-person customer service, technical support, and training.
• Provides exceptionally responsive and communicative support to a high-urgency, high-visibility audience.
• Communicates clearly and professionally in verbal, written, and phone formats.
• Supports trend and incident analysis, solution support, and process improvement initiatives.
• Reduces return visits for technical support by training users and/or teams to prevent issues.
• Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner.
• Models and acts in accordance with Starbucks’ guiding principles.

Production Support

• Provides 24/7 global support of critical systems, primarily through walk-up support, working trouble tickets, and escalating to other teams according to priority and required expertise.
• Develops system proficiency and builds subject matter expertise through issue exploration, troubleshooting, and root cause analysis.
• Coordinates and drives issue resolution within the team and cross-functionally, effectively communicating with end-users and team to gather information and convey status.
• Creates and maintains systems documentation (e.g., Wiki, Knowledge Base Articles) and thorough documentation on inquiries and troubleshooting performed.
• Develops and facilitates system and process training.
• Identifies trends and works cross-functionally to ensure timely communication of impacted systems.
• Uses query tools with ad-hoc queries for mass data analysis and operational reports.

Leadership

• Receptive and responsive to coaching and guidance from leaders and more experienced analysts.
• Self-directed; successful with minimal direction from more senior analysts, providing escalation when necessary.
• Partners with business teams, responding quickly and thoroughly to issues and requests.
• Provides constructive input and perspective to team conversations.
• Able to lead small streams of design/work.

Solution Delivery

• Gathers, analyzes, and documents solution requirements.
• Facilitates user story creation and backlog grooming in an agile delivery environment.
• Utilizes LEAN techniques to develop business process designs and improve operations via process re-engineering efforts.
• Efficiently assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.).
• Supports solution testing and delivery efforts.
• Creates and maintains content to drive team/customer education and engagement.
• Works with team, vendors, service providers, and engineering teams to balance inventory needs, procedural effectiveness, and service delivery.
• Utilizes agile delivery methodologies and participates on scrum teams in execution of solution delivery projects.
• Considers overall user technology experience in thoughtfully designing engaging solutions.

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 for 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 concerns, troubleshooting, and solving technical issues.
• Strong emotional intelligence.
• Ability to balance multiple priorities and meet deadlines.

Benefits

• Access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits.
• Short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year.
• Eligible participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools.
• 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities.
• Access to backup care and DACA reimbursement.
• Vacation accrual up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above in applicable states; 120 hours annually for roles below director and 200 hours annually for roles at director or above in other states.