The Corporate Systems Analyst Administrator architects, monitors, sets security policies, and documents the network structure, security, and compliance of the corporate environment. This position addresses inquiries, issues, threats, incidents, and risks within the corporate office environments. This position supports the corporate operators in their efforts to maintain a high level of security, proper technology integrations, and protection to the organizations and guests data. The position supports enterprise technology departments remote connection and users data transfers with reliable support and consistent reporting. Maintains constant lifecycle through development, deployment, and support of current systems while reviewing and evaluating potential new and improved systems. This position leads the integration of the network and local peripheral devices and systems that work together in the organizations restaurant and corporate Information Technology (IT) roadmap through effective management of the helpdesk team. This position manages product and support vendors to ensure systems and integrations function effectively.
Enterprise Systems (30%)
Monitors systems to ensure the enterprise infrastructure guidelines are met.
Investigates and resolves incident tickets for a wide range of network and general support issues related to corporate and at times, restaurant operations.
Supports the enterprise systems responsible for the delivery of internet, phone, Point of Sale (POS) data to the restaurants and retrieval of information from the POS environment (e.g., directly, remote connection, cloud-based, client scheduled, etc.).
Provides Corporate local and remote users, helpdesk IT Level 1 and 2 service to resolve connectivity and security issues.
Administers and supports remote connection software to support customers (e.g., upgrades, server environment, patch management, staff support for remote connection, etc.).
Partners with the Restaurant IT Lead Service Technicians in the development, changing, and testing of newly added WAN equipment and integrations.
Monitors and supports restaurant local and internet network to ensure security and connection stability.
Technical and Customer Support Services (35%)
Develops a service strategy to mitigate existing and potential software, hardware, POS platforms/peripherals, and networking issues. (Office, restaurant, remote user equipment, etc)
Analyzes and resolves technical and non-technical issues accurately and in a timely manner.
Monitors and maintains hardware and software licenses, subscriptions, and renewals to ensure license compliance for the IT assets in corporate stores. (Location?)
Develops rollouts and support models for new systems and provides assistance to the corporate operators with the conversion and upgrades.
Manages work orders and resolution in the internal tracking system as well as external systems from the support vendors.
Develops and maintains positive business relationships with associates, vendors, and customers to foster an environment for mutual respect, understanding, and support.
Establishes and maintains vendor relationships to manage expectations (e.g., high level of service, accountability, etc.), to provide timely feedback, and to maximize cost efficiency, quality, timeliness, and responsiveness while maintaining vendor service level agreements and ongoing management of service level compliance.
Researches industry trends and best practices to assess the organizations performance to the industry norm and to align ITs practices with the organizations business needs, initiatives, and strategic direction.
Interfaces with industry and professional organizations to increase awareness of Caf Rio, Inc, to expand networking opportunities, and to remain knowledgeable of IT strategies, tools, and trends.
Reviews customer feedback to maintain quality standards (e.g., accuracy, resolution, etc.) and to ensure all user requests and issues are properly delivered/resolved in a courteous, timely, and knowledgeable manner.
Develops and audits quality standards and quality assurance measurements.
Monitors incident trends to identify potential problems and root causes and to develop solutions to enable resolution.
Develops, monitors, and reports on service delivery performance metrics, documents analyses, identifies areas for improvements, implements corrective actions, and ensures quality solutions are available to the helpdesk and support teams.
Network Maintenance Security (20%)
Configures, designs, installs, and maintains firewalls and other security technologies.
Conducts & supports vulnerability testing, compliance audits, & security assessments.
Coordinates resolution of security vulnerabilities.
Collaborates with and manages preferred vendors associated with Velo, remote access, VMware, CoLo, Cloud Services, redundancy and more. (Elaborate)
Performs routine audits of hardware and software on the network to identify and close security gaps.
Applies operating system updates, patches, and configuration changes to tighten security and optimize user productivity.
Promotes the maintenance of local security software that protects the network from malicious entities (e.g., viruses, spyware, etc.).
Monitors the network equipment and associated components to ensure it is secure and supports modifications, upgrades, and enhancements.
Promotes internal security policies as it relates to staff, daily operations functions, and physical access to the network, POS, and data/office servers.
Maintains an inventory of phone lines, computers, servers, terminals, modems and other access devices that are attached to the Network and assists/consults with operations and corporate leadership in selection.
Identifies and documents the architecture needed within the enterprise local network to help in management, assignment, and records management of network addresses.
Upgrades, manages, and maintains firewall whitelisting, routers, and other network equipment. Develops, proposes, communicates, and drives appropriate mitigation and contingency plans.
Partners with the IT Security team in the prevention, analysis, and mitigation of IT security-related items & identifies, assesses, resolves, and reports risks and threats.
Monitors adherence to policies and procedures to ensure organization and regulatory compliance. Communicates policy to end users.
Directs and participates (e.g., data extraction, etc.) in the preparation and consolidation of documents (e.g., network compliance audit reports, change management processes, systems security compliance log, project management documentation, etc.) for the auditors.
Telecom and Internet Services (10%)
Resolves telecom and Internet connectivity directly or through various vendor support services.
Assist in management of new requests, disconnects, and upgrades to telecom services and Internet circuits. Enterprise focused along with Restaurant Services Advisor
Manages broadband services, static & dynamic IP requests, firewalls, and vendor contracts when needed.
Builds and Directs a High Functioning Team (5%)
Holds others accountable for conducting business in a legal and ethical manner while complying with policies, laws, and regulations related to business and employment.
Oversees people processes and programs across the team to ensure talent for current and future needs by providing operational, functional, and technical leadership.
Cultivates a bench of leadership and talent to deliver results and support future growth.
Determines work methods and directs the work of associates.
Drives the establishment of performance goals and provides on-going feedback, coaching, and development to enhance the teams performance and capability, to facilitate open communication, and to encourage continuous performance improvement.
Evaluates and determines the hiring, promotion, salary recommendations, and all employment-related decisions and attracts, retains, and develops highly effective professionals and support staff.
Identifies individual and team skill gaps, developmental areas, and opportunities (e.g., training, special assignments, projects, etc.) to advance individual and team capability.
Recognizes initiative, innovation, and work well done to create a positive work environment of excellence.
Performs Other Responsibilities As Assigned
SIGNIFICANT WORKING RELATIONSHIPS
Corporate Operations, Area Coaches, Managers
Corporate Restaurant Security Admin
Operations teams (i.e., Leadership, Operations, Research & Development, Call Center and Training)
Enterprise teams (i.e., Accounting, Marketing, Research & Development, and Human Resource)
Vendors (e.g., Help desk, Internet, firewall, security systems, surveillance camera systems, music systems, phone, credit cards, etc.)
Experience, Education, and Certifications:
7+ years supporting information technology environments preferred
Experience managing the service delivery of a Help Desk operation, providing first, second, and third level technical support preferred
Retail experience (e.g., restaurant, etc.) preferred
Bachelors degree, preferably in Computer Science, Information Systems, Engineering, or a related discipline preferred
2+ years of experience in IT network security preferred
Experience in multiple remote connection applications (e.g., PC Anywhere, Bomgar, TeamViewer, LogMeIn.etc) preferred
Network certifications and formal training (e.g., Network+, CWNP, etc.) preferred
Datawarehouse knowledge, support and configuration experience.
Knowledge and Skills:
Proficient with installing and supporting Microsoft Office technologies, including Office Suite, operating systems, Windows, Windows Service, Active Directory, desktop applications, computer and anti-virus management
Knowledge of Payment Card Industry Data Security (PCI)
Working knowledge and experience with service delivery systems, basic networking, operating system, hardware, and peripheral troubleshooting/support, and remote user networking
Ability to convey clear, concise information in verbal, written, electronic, and other communication formats; and to demonstrate active listening while engaging others
Ability to exercise considerable judgment and discretion in dealing with matters of significance for the organization; to assess a situation, conduct research, analyze data, and arrive at valid conclusions; and to develop and execute plans
Ability to maintain and handle matters of confidentiality with utmost tact and diplomacy
Ability to diagnose problems and identify/drive appropriate solutions while taking ownership for IT-related matters to ensure a high degree of customer satisfaction
Ability to develop and maintain positive business relationships and foster an environment of mutual respect, understanding, and support based on a knowledge and commitment to continuous improvement and innovation
Ability to adapt and adjust planned work through analyzing work demands, competing priorities, and tight deadlines; and to understand the most effective and efficient means to accomplish tasks within the parameters of the organizational structure, processes, systems, and policies
Knowledge of automated tools used in security (e.g. IDS, firewalls, anti-virus, malware, etc.)
help desk, network, security, firewalls,