Analyst, Restaurant Technical Support- Level 2

About the position

The Level 2 Analyst is responsible for supporting all technical services within the restaurant as well as supporting the related IT Services above restaurant. This role owns the restoration of service (ROS) for incidents that are either escalated from the Level 1 support function or are directly assigned to Level 2 due to the complexity of the issue. This role is critical to maintaining the stability of IT Services within the restaurant.

Responsibilities

• Receive and work incidents escalated by the Level 1 function
• Receive and work incidents assigned through automated work flows
• Drive the Left Shift of incidents through creating knowledge base articles and training for Level 1
• Periodic review and update of the articles contained in the Level 1 knowledge base
• Utilize a knowledge base article (KBA) from the Knowledge Management System to attempt to restore service
• Create draft KBA proposals for new or enhanced knowledge articles
• Pursue possible work-arounds to mitigate the impact of the issue where service cannot be restored
• Primary owner of the quality and content contained within the Known Error Database
• Assist in driving the Service Delivery Package (SDP) for the delivery of new or significantly changed IT Services
• Fulfill all restaurant related service requests submitted by the restaurant and finance teams
• Coach and mentor the Level 1 analyst on problem solving and incident documentation opportunities

Requirements

• Understanding of what great service looks like and a heart for delivering high service levels to restaurants
• Analytical thinking with strong problem solving skills
• Comfortable operating with a constant sense of urgency
• Strong phone skills
• Effective technical writing skills
• Ability to collaborate and function within a team environment while also being able to work standalone to restore service
• Comfortable navigating within a Windows operating system's file structure
• Comfortable with navigating the Configuration Management Database (CMDB) to identify technical relationships including upstream / downstream impacts

Benefits

• Medical/dental/vision insurance
• Life insurance
• Paid vacation/holidays
• 401(k) with company match
• Generous dining discounts
• Annual bonus potential
• Onsite gym
• Onsite Yoga and boot camp programs
• Work/Life/Fun balance in a casual and collaborative work environment
• Company-wide events and celebrations
• Regular volunteer opportunities with community give back programs