It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
1.Support and troubleshoot issues affecting Store Operations.
2.Follow priorities as set by the IT Director to drive solutions to on-time and on-budget completion.
3.Interact with IT, Marketing, Operations, and other teams to understand, document, and plan projects using detailed requirements for functionality, timing, and impact.
4.Oversee ticketing system to ensure timely resolution of all support cases.
5.Analyze support cases to identify trends and opportunities for system or process improvement.
6.Manage changes by coordinating and executing effective communications across the organization, understanding and scheduling multiple simultaneous initiatives, and managing (avoid/address/track) risk.
7.Define and measure success metrics and monitor change progress.
8.Coordinate with third-party vendors for escalated support and evaluate SLA compliance.
9.Other responsibilities in the restaurant IT area may be assigned.
WHO YOU ARE
You have 6+ years of experience driving POS system configuration, implementation, management, and support. Thriving in an entrepreneurial setting, you love working in a fast-paced, rapidly changing, collaborative organization.
You will be a focused and driven individual contributor able to plan, execute, and complete, projects on-time and on-budget. You will also like working with others to develop new processes and simplify existing processes, as well as training teammates and other teams on restaurant technology.
1.6+ years experience in a multi-unit hospitality/retail environment, including APIs/online ordering interfaces, configuration management, menu management, rollouts, upgrades, and changes.
2.Successful track record working with restaurant technology, with proven ability to improve existing systems and implement new systems.
3.Strong attention to detail, highly organized, and able to thrive in a dynamic business environment.
4.Ability to prioritize and manage multiple projects, often with competing resources and timelines.
5.Experience integrating and supporting third-party hospitality labor, inventory, and reporting systems.
6.Advanced written and verbal communication skills including the ability to train users, communicate to all levels in an organization, and write technical documentation.
7.Forward-looking, creative, root cause identification and problem-solving instincts.
8.Track and facilitate the long-term problem management and resolution of escalated customer issues as well as daily issues of a complex scope that impact the team and overall business objectives.
9.Lead weekly and monthly support vendor performance reviews to ensure vendors are meeting and/or exceeding established SLAs. Serve as their escalation point to address issues about technologies or the service delivery of other vendors.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Specialty's Cafe & Bakery