Operations Support Analyst
About The Position
Seeking a Business Application Support Analyst to support franchisees during the company's transition from its legacy 3.9 POS system to the new 4.0 platform. As stores migrate between systems, the team is managing increased demand and duplicate support efforts across both environments. This role will support franchisees with product, inventory, pricing, menu, coupon, and system configuration requests while ensuring data updates are implemented accurately and in a timely manner. The individual will serve as a key point of contact for franchise owners and operators, working closely with internal teams to coordinate, test, and deploy requested changes. The position functions similarly to a help desk role but requires stronger analytical and business application support skills. The team primarily operates through a shared support inbox and is focused on providing exceptional customer service while helping accelerate franchisee adoption of the new POS platform. Training will be provided on internal applications and processes.
Requirements
- 1-2 years of professional experience in technical support, business application support, help desk, operations support, or a related field
- Strong written and verbal communication skills
- Excellent customer service mindset
- Strong time management and organizational skills
- Ability to manage multiple requests and priorities simultaneously
- Strong attention to detail and follow-through
- Comfortable learning new systems and business processes
Nice To Haves
- Bachelor's degree in Information Systems, Business, Computer Science, or related field
- Internship experience in technical support, business systems, operations, or technology environments
- Experience working with SQL queries or databases
- Familiarity with JSON or data structures
- Experience supporting retail, franchise, POS, or business applications
- Experience with ticketing platforms such as ServiceNow
- Willingness to ask questions and learn
- Strong initiative and accountability
- Collaborative team player
- Positive attitude with a customer-first approach
- Ability to work effectively in a fast-paced environment
Responsibilities
- Support franchisee requests related to products, inventory, pricing, menus, coupons, and system settings
- Review, prioritize, and manage incoming requests through the team's support channels
- Communicate timelines, updates, and resolutions to franchise stakeholders
- Configure and maintain menu management data within POS environments
- Test updates and changes prior to deployment to ensure accuracy and quality
- Assist with franchisee conversions from the 3.9 POS platform to the 4.0 platform
- Troubleshoot and resolve application and data-related issues
- Collaborate with internal teams to support ongoing deployment and implementation activities
- Assist with large-scale menu management and configuration projects as needed
- Contribute to process improvements as the team evaluates future ticketing and support workflows
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
