Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Support Services Analyst - Tier 2

Expired Job

Zoes Kitchen, Inc. Plano , TX 75023

Posted 3 months ago

At Zoes Kitchen, the number one criteria for being a fit for any role is being a culture fit! That's why our core values are so important to us.

The Core Values!

  • PEOPLE FIRST! Look for ways to add value to the lives of others and always treat people with positive intent.
  • BE HUMBLE! Think of yourself less and the team and business more. There's always room to improve.
  • ONE TEAM. ONE ZOES! Be all in all the time and support your coworkers.
  • STRIVE FOR GREATNESS! Be an expert in your field, take initiative and do your part to make things great.
  • LOVE LIFE! Have some fun and work passionately! Attitude and energy are contagious.

The Role!

Support Services Analyst Tier 2, is part of the company's technology department and is responsible for supporting new store implementations as well as diagnosing, troubleshooting, installing and configuring all restaurant technology. The Support Services Analyst Tier 2 reports to the Store Support Manager, and works with our technology team in providing professional and courteous technical support to both internal and external customers.

Responsibilities:

  • Maintain restaurant systems hardware and software inventory for all store openings and replacements, including maintaining all images.

  • Deploy new restaurant systems and network infrastructure including routers, switches, POS hardware/software, etc.

  • Provides end-user training to ensure a smooth installation process and minimize post-installation support requirements.

  • Participate in new restaurant openings and system deployments as the IT department representative onsite.

  • Assist in project implementations, testing and documentation

  • Resolve technical issues with restaurant systems within defined SLAs and document root cause and resolution. Troubleshoot hardware, software, and network issues. Perform backups and recover of data.

  • Provide Level 2 support for Point of Sale and Back Office computer systems

  • Provide Level 2 support for all telephone systems and internet systems at restaurants.

  • Preform onsite scheduled maintenance on all restaurant hardware/software regularly.

  • Develop and maintain support documentation as it pertains to company-wide IT.

  • Train Tier 1 Support team and create/update knowledge base articles.

The Skills!

  • Bachelor's degree in computer science or other technology related degree

  • MCP, and / or MCSE Certifications preferred

  • 5 + years technical support experience

  • Proven problem solving, conceptual thinking, and analytical abilities; experience with process adherence and suggesting improvements to processes.

  • Experience supporting Microsoft Office applications, Windows operating systems, Internet Explorer, Google Chrome, Active Directory and Outlook

  • Experience with supporting Aloha Point of Sale, EDC, Aloha Takeout, KDS, Online Ordering, Aloha Command Center

Essential Functions

Frequently under pressure of restaurant up-time while coordinating multiple sites. Continuously utilizes eye/hand coordination, manual/bi-manual dexterity, near vision, color definition, speech and hearing. Frequently walks, stands, sits, lifts and/or carries up to 5 lbs. Occasionally walks on uneven surfaces, lifts and/or carries up to 50 lbs., reaches above shoulders, bends. Works in both an office environment and occasionally in the restaurant. Required to sit for long periods of time.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Analyst 2 Customer Account Mgmt & Loyalty

J. C. Penney Company, Inc.

Posted 1 week ago

VIEW JOBS 12/3/2018 12:00:00 AM 2019-03-03T00:00 Analyst 2 At JCPenney, we share a passion for serving customers, supporting our communities and being the best retailer for all families. As a company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. At every touchpoint, customers discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a safe, caring and welcoming environment. It is a place where careers prosper, accomplishments are celebrated and diversity flourishes. It's a place that's meant for you. The Analyst 2 position is responsible for driving portfolio ownership by working with users to understand strategies and operations to develop technology capability roadmaps that are aligned with business/domain roadmaps. The position reports to the Senior Manager – Customer Experience Team for Loyalty, Accounts and Post Purchase communication. Critical Primary Responsibilities: * Lead use case creation, scope management, process improvement, service management, stakeholder analysis, requirement gathering and/or acceptance test case creation through all phases of the SDLC to ensure the portfolio goals are met * Expert and point-of-contact in core business/domain/user capabilities, processes, services, functions and applications for Loyalty within the Customer Experience space. * Serve as a liaison between the various stakeholders and the IT teams for which requirements flow. Also work with vendor(s) when necessary to integrate vendor and JCPenney requirements. * Perform or actively participate in agile ceremonies such as product backlog grooming, sprint backlog analysis, technical backlog creation, burndown charts creation during the sprint cycles * Keep the team apprised & provide coaching to junior team members when needed for the agile product ceremonies, system processes, project deliverables, KPIs & success factors * Assist in the creation and monitoring of development activities according to project plans, defining risks, anticipating delays and resolving issues. * Understand system architecture sufficiently to facilitate resolution of technical issues and incidents, recommend process improvements to increase efficiency and quality of work & estimate resourcing needs Critical Skills & Experiences: * 3-5 years' experience in a professional environment performing analysis, design and development tasks on multiple databases, development environments & platforms. * Bachelor's degree in MIS, Computer Science or related field * Demonstrates breadth and depth of techniques and tools for one or many of the following: use case modeling, data modeling, E2E business process modeling, process mapping, E2E business scenarios. * Prior experience in large multi-channel retail company preferred * Ability to effectively convey critical information to various levels within the organization. * Effective planning, and organization skills, with the ability to work autonomously with initiative and communicate with management on project plans and progress required. * Effective in sharing knowledge across the organization, driving best practices, and coaching junior team members. * Excellent written and verbal communication skills. Our corporate office supports the JCPenney stores nationwide and offers a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) savings plan with company match, and a merchandise discount plan to JCPenney. Amenities include free covered parking, full cafeteria services, fitness center, and on-site childcare. For more opportunities to join our team please visit our careers page. Follow us and see what's new: Instagram Facebook Twitter LinkedIn Pinterest Media Room jcp.com #LI-BJ1 REQ ID 1080419 J. C. Penney Company, Inc. Plano TX

Support Services Analyst - Tier 2

Expired Job

Zoes Kitchen, Inc.