Sr. IT Specialist, Support Now

Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first.

Our Flexible Futures 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.

Overview

The Chick-fil-A Support Now Senior Specialist position requires strong technical troubleshooting, problem-solving and communication skills to support Restaurants and Customers across the United States, Canada and Puerto Rico.

Support Now’s Application Support & Problem Management (ASPM) team is a dynamic group of Senior Specialists that serve as the Subject Matter Experts (SME), supporting items such as: point-of-sale software and hardware, mobile ordering, kitchen production, financial applications, supply chain, scheduling applications and online & digital applications for the Support Now department. They lead their assigned area by providing application management, knowledge management, training, coaching, and ticket escalations. They also partner with IT, Marketing, Legal, and other teams to stay informed of new products and updates and to help resolve issues quickly and effectively.

In addition to application support, the ASPM Team serves as Support Now’s leader for Problem Management during outages/wide-spread issues that impact restaurants and customers.

We are looking for friendly, enthusiastic people who enjoy building relationships through serving others. You must be motivated, have a curious mindset, work well under pressure, a self-starter and willing to provide second-mile service through troubleshooting, communication and relationship building. Our support desk environment offers cutting edge technology, an on-site mock restaurant training facility, a professional work culture and many perks above other help desks.

Responsibilities

• Own and manage case/incident escalations from support operations to ensure timely resolution
• Evaluate all major case proposals and recommendations
• Manage problem tickets through the lifecycle including identifying the root causes and future prevention.
• Discover problems proactively through proactive monitoring, reporting and analysis
• Review reports with all DTT (Digital Transformation and Technology), marketing, legal, etc.. teams to ensure priority is given to production support issues
• Lead Weekly/Monthly meetings with partners to build strong relationships and discuss trends to avoid future issues
• Advocate on behalf of restaurants and customers by identifying trends, conducting problem analysis, and gathering feedback for process and system improvements
• Create, publish, and update knowledge articles by being a Knowledge Domain Expert for assigned areas
• Provide strategic direction, support and reporting for tests and pilot rollouts
• Track impact of new IT initiatives on support and operations by working closely with project managers, business analysts, and change management coordinator
• Assist in establishing and maintaining process and technical documents
• Provide periodic training for new hires and refresher training for existing staff in respective area of expertise
• Provide technical and troubleshooting coaching and mentorship to Agents and Specialists
• Participate and/or lead special projects as assigned
• Participate in professional group meetings to stay abreast of new trends and innovations in the field of technology
  
  

Required Qualifications (Knowledge, Skills, & Abilities)

• Strong troubleshooting and communication skills
• Servant Spirit with a strong sense of stewardship
• Great documentation skills
• Attention to detail
• Good interpersonal skills
• Self Motivated, work well under pressure
• Positive Energy
  
  

Preferred Qualifications (Knowledge, Skills, & Abilities)

• Strong Analytical and problem solving skills
• Curious Mindset - Leave no stone unturned
• Basic knowledge of ServiceNow
• Basic knowledge of Datadog
• Basic knowledge of AWS
• General knowledge of SQL
• General knowledge of Amplitude
  
  

Required Years Of Experience

1

Preferred Years Of Experience

3

Travel Requirements

10%

Required Level Of Education

Bachelor's Degree

Preferred Level Of Education

Master's Degree

Major/Concentration

Technical or Business Degree

Preferred Major/Concentration

Technical or Business Degree

Relocation Assistance Provided

No