IT Support Analyst, Restaurant Systems

NANDO’S VISION 

At Nando’s, we want to be the most loved restaurant brand in North America, sharing the spirit of Nando’s PERi- PERi with everyone who chooses to access it. We will redesign and build a business that thrives as it answers fully it is consumers’ needs -and endures over time through genuinely putting people at the heart of what we do. We will lead with our values and act with care, compassion, and kindness. By doing this, we will Change Lives Together, every day and everywhere. 

IT SUPPORT ANALYST ROLE SUMMARY 

The IT Support Analyst is responsible for supporting multiple in-store systems. While the position’s primary focus will be performing Point of Sale (POS) programming working with Marketing and Operations on requests.  Additionally, this role supports the restaurants systems, software, credit card devices and other hardware.  

As with all members of the Nando’s family, the IT Support Analyst will be expected to wear multiple hats, seek out opportunities to make Nando’s and themselves better every day, and in general, be a good team player!  

The essential functions of this position are mapped out below:  

CORE RESPONSIBILITIES 

• Restaurant Support 

• Responsible for the menu programming, maintenance, configuration, testing and support of restaurant operating systems that include Oracle Simphony, Oracle Labor and Oracle Reporting and Analytics along with all systems integrations including Shift4, Olo and Punchh. 

• Responsible for the menu programming, maintenance, configuration, testing and support of Olo and Punchh systems used by restaurants. 

• Supports other restaurant systems including third party ordering platforms (i.e., Uber), Loyalty and APP from configuration to testing. 

• Works closely with Marketing and Operations to gather requirements for menus and promotional programming needed.  

• Provide exceptional customer service to our stores and office users within the IT service desk system. 

• Respond to service desk tickets with a focus on problem resolution for either US and Canada. 

• Develop documentation for user-audience as systems have been modified and/or new technologies have been implemented. 

• Escalate service desk tickets to both US and/or Canada vendors where necessary. 

• Travel to restaurants when needed for implementation and hardware or software updates. 

• Perform testing and quality assurance strategies and adjust test plans prior to deploying updates or changes to restaurants. 

• Communicate with site users regarding any system enhancements and or scheduled upgrades. 

• Provide system training and technical assistance to user community as necessary. 

• IT Systems and Team Support 

• Responsible for communicating any defects to vendors and application owners and coordinating testing and implementation of fixes.  

• Develops test plans and test cases, performs testing of restaurant systems, among many others.  

• Analyze, review, and alter systems, programs, and applications to increase operating efficiency or to adapt to new requirements. 

• Ensures that proper version control is strictly adhered to by following IT processes and controls. 

• Monitors system status and reacts to issues as they arise. 

• Participate in technical and functional training classes as necessary or required. 

BENEFITS 

• Eligible for annual bonus under Nando’s bonus plan
• 20 days of PTO per year
• Company-paid short and long term disability
• Eligible to participate in all voluntary benefits provided by Nando’s 
• Free food from Nando’s restaurants, of course!

Annual Salary Range: $85,000 - $100,000

Nando’s North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Qualifications:

• POS programming with Oracle POS and EMC.  Additionally, Aloha POS experience a plus. 

• Applications background with strong technical skills in the areas of data and interfaces. 

• Background in hospitality industry preferred. 

• Experience relating business requirements into technical specifications required. 

• Excellent analytical and problem-solving skills. 

• Outstanding customer service and relationship-building skills. 

• Exceptional communication skills, both written and verbal. 

• Excellent organizational and time management skills. 

• Ability to meet multiple deadlines and adapt to changing priorities. 

• Willingness and ability to quickly learn new technologies. 

PERSONAL ATTRIBUTES & VALUES

Passion

• Energetic: outgoing, vibrant personality, goes the extra mile for their team
• Rooted: sees the work as more than just a job and is enthusiastic about success in their role
• Positive: constructive, optimistic and confident
• Dedicated: committed, loyal and steadfast
• Learning orientation: desire and drive to acquire knowledge and skills necessary to perform job more effectivel
• Courteous: respectful and considerate in manner and behavior towards others, treats others with compassion, care, and kindness
• Adaptable: work effectively within a variety of diverse situations, and with diverse individuals
• Team player: engaging, cooperative, contributing and supportive of team members
• Willing: eager, prepared, and quick to act or respond

Pride

• Meticulous: demonstrates a commitment to quality and excellence in the execution of work
• Self-motivated: initiative to undertake or continue a task or activity without prodding or supervision
• Conscientious: hardworking, diligent and reliable
• Humility: modest and unassuming, taking pride and not praise in activities and achievements, this does not take the form of arrogance.

Family

• Courteous: respectful and considerate in manner and behavior towards others, treats others with compassion, care, and kindness
• Adaptable: work effectively within a variety of diverse situations, and with diverse individuals
• Team player: engaging, cooperative, contributing and supportive of team members
• Willing: eager, prepared, and quick to act or respond

Courage

• Assertive: confidently communicate needs or wishes in a constructive manner
• Resilient: effectively handle stressful or pressurized situations
• Tenacious: persistent regardless of setbacks

Integrity

• Integrity: adherence to accepted principles of right and wrong, interesting in doing the right thing
• Credible: honest, trustworthy, accountable and dependable
• Genuine: keeping everyone’s best in at heart

Salary : $85,000 - $100,000