Overview

The Sr. Systems Analyst - Digital Commerce Technical Support role serves on the Customer Technology Solutions (CTS) team within the Digital Transformation and Technology (DTT) department. In this role, you will have the opportunity to partner with System Analysts and Product Owners across all experiences within CTS and SupportNow (Chick-fil-A's front line support for Customers, Operators, and Team Members).

In this role, you will advise, consult, and coach product/service teams on our standards-based Chick-fil-A technical support framework; enabling teams to implement and operate within the framework. You will work and collaborate with the product/service teams and third-party managed support partners to identify, measure, and track service level agreements, service level objectives, and key performance indicators.

You will design, build, and maintain dashboards to provide visibility into the performance of the support teams. Lastly, you will regularly review operational support performance across all teams to iterate and evolve on the Chick-fil-A support framework.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community. 

Responsibilities

• Support and troubleshoot high complexity issues and assists other team members with lower complexity issues.
• Support the broader team and communicate with functional partners or vendors related to assigned areas of work.
• Regularly assist with upgrades, perform backups, identify customizations, and speak into the lifecycle of the systems within area of responsibility.
• Considered a Subject Matter Expert (SME) and may define and execute a monitoring strategy.
• Solve complex problems by taking a broad perspective to identify solutions.
• Translate and refine complex business requirements into technical specifications, considering how they integrate with other systems.
• Work as part of a project team to deliver medium to large projects. May play a significant role in more than one project at a given time.
• Contribute to strategy and roadmap discussions of system(s)
• Create documentation (requirements, process maps, test plans, etc.).
• Expected to consistently make significant contributions towards area(s) of responsibility.

Minimum Qualifications

• Experience effectively managing Vendors/Managed Service Providers
• Experience with Monitoring Tools (DataDog Preferred)
• Technical understanding of programming languages (such as Python, SQL)

Preferred Qualifications

• Bachelors Degree
• Self-starter who completes responsibilities with minimal supervision
• Excellent written and verbal communication skills
• Sharp analytical and problem-solving skills
• Excellent personal and relational intelligence
• Strong decision-making skills
• Strong team collaboration skills
• Pursues continuous improvement and exhibits personal drive for excellence
• Methodical, investigative, and inquisitive mind and attention to detail
• Adaptable and flexible approach to work

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education

Major/Concentration