Sr. IT Specialist, Support Now

Chick-fil-A, Inc.•Atlanta, GA

About The Position

The Chick-fil-A Support Now Senior Specialist position requires strong technical troubleshooting, problem-solving and communication skills to support Restaurants and Customers across the United States, Canada and Puerto Rico. Support Now’s Application Support & Problem Management (ASPM) team is a dynamic group of Senior Specialists that serve as the Subject Matter Experts (SME), supporting items such as: point-of-sale software and hardware, mobile ordering, kitchen production, financial applications, supply chain, scheduling applications and online & digital applications for the Support Now department. They lead their assigned area by providing application management, knowledge management, training, coaching, and ticket escalations. They also partner with IT, Marketing, Legal, and other teams to stay informed of new products and updates and to help resolve issues quickly and effectively. In addition to application support, the ASPM Team serves as Support Now’s leader for Problem Management during outages/wide-spread issues that impact restaurants and customers. We are looking for friendly, enthusiastic people who enjoy building relationships through serving others. You must be motivated, have a curious mindset, work well under pressure, a self-starter and willing to provide second-mile service through troubleshooting, communication and relationship building. Our support desk environment offers cutting edge technology, an on-site mock restaurant training facility, a professional work culture and many perks above other help desks.

Requirements

Strong troubleshooting and communication skills
Servant Spirit with a strong sense of stewardship
Great documentation skills
Attention to detail
Good interpersonal skills
Self Motivated, work well under pressure
Positive Energy

Nice To Haves

Strong Analytical and problem solving skills
Curious Mindset - Leave no stone unturned
Basic knowledge of ServiceNow
Basic knowledge of Datadog
Basic knowledge of AWS
General knowledge of SQL
General knowledge of Amplitude

Responsibilities

Own and manage case/incident escalations from support operations to ensure timely resolution
Evaluate all major case proposals and recommendations
Manage problem tickets through the lifecycle including identifying the root causes and future prevention.
Discover problems proactively through proactive monitoring, reporting and analysis
Review reports with all DTT (Digital Transformation and Technology), marketing, legal, etc.. teams to ensure priority is given to production support issues
Lead Weekly/Monthly meetings with partners to build strong relationships and discuss trends to avoid future issues
Advocate on behalf of restaurants and customers by identifying trends, conducting problem analysis, and gathering feedback for process and system improvements
Create, publish, and update knowledge articles by being a Knowledge Domain Expert for assigned areas
Provide strategic direction, support and reporting for tests and pilot rollouts
Track impact of new IT initiatives on support and operations by working closely with project managers, business analysts, and change management coordinator
Assist in establishing and maintaining process and technical documents
Provide periodic training for new hires and refresher training for existing staff in respective area of expertise
Provide technical and troubleshooting coaching and mentorship to Agents and Specialists
Participate and/or lead special projects as assigned
Participate in professional group meetings to stay abreast of new trends and innovations in the field of technology