Service Management Analyst Jobs in Decatur, GA (NOW HIRING)

TheAnalyst - Menu Management (POS) will serve as a member of the Buffalo Wild Wing's Technology Menu Management Team responsible for building and managing menu items, item exceptions, promotions, discounts, coupons, and custom configurations for in store Point-of-sale (POS) systems.

This role will serve as a liaison between various internal teams and digital vendors ensuring the stability, integrity, and efficient operation of corporate and/or franchise restaurant menu systems. This position will facilitate high levels of systems availability and customer satisfaction, while optimizing usage of hardware and software resources.

This position is based in our Atlanta Support Center, with an expected on-site presence of 80%.

RESPONSIBILITIES

• Administer approved menus & prices on all required computer applications including, but not limited to the NCR suite of products: Aloha, Online Ordering Web
• Administration and Menu Configuration, along with Altametrics, Inspire Digital Platform (IDP), and the Digital Admin Portal (DAP)
• Partner with key departments outside of IT, such as Digital, Operations, and Marketing to define, establish and implement best practices and procedures for Delivery, Online Ordering, Mobile Ordering, and Loyalty platforms (e.g., database management, integration analysis, and platform support)
• Provide escalation support of all restaurants as relates to POS system, online ordering system, third-party delivery (3PD) integration, and any designated system that a need is developed for, using the designated support desk software
• Perform quality assurance (QA) processes to ensure superior system updates and changes are deployed into the production environment
• Liaison between the menu management team and ItsaCheckmate for all third-party delivery menu creations, updates, and pricing updates
• Act as Subject Matter Expert (SME) for POS Menu Configuration, Online Ordering menu configuration, as well as the ItsaCheckmate 3PD relationship
• Develop and provide documentation and training processes to enhance the skill level of other Technical Support IT/Service Desk Staff
• Communicate and collaborate with coworkers, management, franchisees, operators, and others in a courteous and professional manner. Use decision-making and negotiation skills. Team orientation and positive attitude
• Collaborate with all internal and external teams to gather the appropriate requirements in order to roll out technology programs
• Plan effectively and multitask utilizing time management and organization skills to achieve aggressive deadlines; sets priorities and maintain organizational and filing systems
• Respond promptly to others to ensure open and timely communication

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4+ years experience working with enterprise software systems, business applications, or technology platforms.
• 2 years of cross-functional project team experience, including ownership of sub-projects and
• working throughout the project life cycle (Initiation, Planning, Execution, Monitoring, Closure)
• Experience with point-of-sale (POS), inventory management, menu management, retail, hospitality, restaurant, or related business systems preferred.
• 4-Year degree or equivalent experience

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Strong attention to detail and ability to maintain accurate menu, pricing, product, and system data
• Strong written, verbal, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization
• Ability to convey complex information clearly, concisely, and professionally through written, verbal, and telephone communications
• Strong problem-solving and critical-thinking skills, with the ability to operate effectively in a fast-paced environment
• Ability to establish and maintain productive working relationships with stakeholders at all levels
• Exceptional organizational skills and ability to manage multiple priorities simultaneously
• Ability to meet deadlines, analyze data, and make sound business decisions based on stakeholder input and organizational objectives
• Ability to collaborate effectively in a cross-functional environment
• Experience using or willingness to learn project management and collaboration tools such as Jira and Confluence
• Proficiency with Microsoft Office (Outlook, PowerPoint, Word, and Excel)
• Experience using or willingness to learn reporting and business intelligence tools, with working knowledge of SQL preferred
• Ability to identify, analyze, and escalate issues appropriately to facilitate timely resolution
• Strong presentation and facilitation skills
• Demonstrated ability to work effectively in a team-oriented environment
• Enthusiasm for project management and driving successful outcomes through collaboration with others to achieve team goals

Buffalo Wild Wings fuels moments worth sharing - for our guests and for our team members. Yes, it is literally working at a Sports Bar and all the energy that comes with it. We're a brand on the rise, and we need great people as we write the next chapter of our story. If that's you, pull up a barstool.

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