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

Starbucks Coffee Company•Nashville, TN

7d•Onsite

About The Position

As a systems analyst II in the Technology Café, you represent Starbucks Technology to the rest of the enterprise. Everything we do honors the connection that our store partners make with our customers millions of times each week. To frequent visitors, you are a reliable resource who knows their name. To others, you may be the first or only impression of the Starbucks Technology organization. You provide on-demand support to employees (we call them Partners) - you don't know what to expect, but you look forward to new discoveries and challenges each day. As you continually demonstrate outstanding customer service, empathy, and business awareness, you earn the trust of customers and fellow team members. The work you do empowers Starbucks Partners in our Seattle Support Center and beyond to deliver the Starbucks experience, innovate for customers and partners around the world with meaningful solutions, and elevate the Starbucks brand. Empower users to do their best work and focus on the right activities by providing world-class technical support, training, and guidance. Clear barriers to efficiency, advocate for the user when they need a better solution, and share emerging tools that drive our global workforce. As part of a small, collaborative, and dynamic team, you will quickly develop expertise across a wide range of Starbucks systems and a deeper understanding of the relationships between business units and our global technology teams. As a member of VIP support, you’ll provide support to Starbucks partners in key roles. These partners value the human connection and deeply appreciate your work, but their time is limited. You’ll need be efficient, responsive, and technically adept to support these users in a timely manner. Discretion is important in all aspects of your work. Digital devices are our lifelines – and conduits for communication. You are a trusted member of a small team. Humility, care, and respect are threaded throughout the green apron service that you’ve been tasked to provide.

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 with iOS and Android.
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 customer concerns, troubleshooting, and solving technical issues.
Strong emotional intelligence.
Ability to balance multiple priorities and meet deadlines.

Responsibilities

Represents Starbucks Technology by providing world-class in-person customer service, technical support, and training.
Exceptionally responsive and communicative with a high-urgency, high-visibility audience.
Communicates clearly and professionally especially 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 how to prevent issues in the future.
Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner. You share your excitement with customers, and still leave room to over-deliver.
Models and acts in accordance with Starbucks guiding principles.
Provides 247 global support of critical systems.
Primarily focused on walk-up support, working trouble tickets, and escalating to other teams according to priority and required expertise - completing resolution within SLA.
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).
Maintains clear 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.
Receptive and responsive to coaching and guidance from leaders and more experienced analysts. Seeks input and support as required.
Self-directed; is 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.
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.

Benefits

medical
dental
vision
basic and supplemental life insurance
other voluntary insurance benefits
short-term and long-term disability
paid parental leave
family expansion reimbursement
paid vacation from date of hire
sick time
eight paid holidays
two personal days per year
401(k) retirement plan with employer match
discounted company stock program (S.I.P.)
Starbucks equity program (Bean Stock)
incentivized emergency savings
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
access to other educational opportunities
backup care
DACA reimbursement