Analyst, IT Escalation

Chipotle•Columbus, OH

4d•$26 - $34

About The Position

As the Analyst, IT Service Center (ITSC) Escalations, you will support the resolution of escalated technology incidents and day-to-day service center operations. This role focuses on addressing escalated technical issues, assisting with service data review, and contributing to process improvements under moderate supervision. You will collaborate with ITSC leadership and cross-functional teams to help analyze incident trends, support reporting efforts, and support strengthening and maintaining operational consistency. This role contributes to service performance by applying technical knowledge and analytical skills to semi-complex challenges within the ITSC.

Requirements

High school diploma or general education degree (GED) required.
1-3 years of experience in technical support, help desk, or call center operations.
Strong analytical and problem-solving skills with attention to detail.
Ability to interpret data and communicate findings clearly to varying audiences.
Ability to work independently within established processes and guidelines.
Strong written and verbal communication skills.
Ability to support multiple priorities in a fast-paced, high-volume environment.

Nice To Haves

Bachelor's Degree (BA/BS) from a 4-year college or university preferred.
Experience supporting multi-unit or fast-paced operations (QSR/fast casual restaurant operations experience preferred).
Familiarity with ticketing systems (e.g., ServiceNow) or similar tools preferred.
Experience documenting troubleshooting steps, technical processes, and standard operating procedures preferred.
Basic understanding of escalation processes and incident management preferred.

Responsibilities

Provide real-time support to external call center agents on escalated tickets and service requests.
Guide agents on queue activity and long calls to help maintain service level targets.
Respond to escalated requests from field leadership, coordinating appropriate follow-up and ensuring timely resolution within established processes.
Perform quality control on escalated technical incidents requiring advanced troubleshooting and Tier 2/3 engagement.
Analyze incident and contact center data to identify trends and summarize findings for leadership review.
Assist in documenting and refining escalation processes and IT support workflows.
Collaborate with Knowledge Management and Training team to recommend updates based on agent and user feedback.
Participate in continuous improvement initiatives led by IT Service Center leadership.
Support major incident and post-incident review activities, including joining support bridge calls, coordinating identified communication needs with impacted restaurants, and providing expertise as needed to support incident resolution.