Systems analyst ll - onsite and executive technology support (Nashville, TN)
Job Summary and Mission
As a systems analyst II in the Technology Café, you represent Starbucks Technology to the rest of the enterprise. Everything we do honors the connection that our store partners make with our customers millions of times each week. To frequent visitors, you are a reliable resource who knows their name. To others, you may be the first or only impression of the Starbucks Technology organization. You provide on-demand support to employees (we call them Partners) - you don't know what to expect, but you look forward to new discoveries and challenges each day. As you continually demonstrate outstanding customer service, empathy, and business awareness, you earn the trust of customers and fellow team members. The work you do empowers Starbucks Partners in our Seattle Support Center and beyond to deliver the Starbucks experience, innovate for customers and partners around the world with meaningful solutions, and elevate the Starbucks brand.
Empower users to do their best work and focus on the right activities by providing world-class technical support, training, and guidance. Clear barriers to efficiency, advocate for the user when they need a better solution, and share emerging tools that drive our global workforce. As part of a small, collaborative, and dynamic team, you will quickly develop expertise across a wide range of Starbucks systems and a deeper understanding of the relationships between business units and our global technology teams.
As a member of VIP support, you’ll provide support to Starbucks partners in key roles. These partners value the human connection and deeply appreciate your work, but their time is limited. You’ll need be efficient, responsive, and technically adept to support these users in a timely manner. Discretion is important in all aspects of your work. Digital devices are our lifelines – and conduits for communication. You are a trusted member of a small team. Humility, care, and respect are threaded throughout the green apron service that you’ve been tasked to provide.
Summary of Key Responsibilities:
Responsibilities and essential job functions include but are not limited to the following:
• Represents Starbucks Technology by providing world-class in-person customer service, technical support, and training.
• Exceptionally responsive and communicative with a high-urgency, high-visibility audience.
• Communicates clearly and professionally especially in verbal, written, and phone formats.
• Supports trend and incident analysis, solution support, and process improvement initiatives.
• Reduces return visits for technical support by training users and/or teams how to prevent issues in the future.
• Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner. You share your excitement with customers, and still leave room to over-deliver.
• Models and acts in accordance with Starbucks guiding principles.
Summary of Experience
• 3-5+ years of relevant technical support experience
• 3-5+ years of experience with Windows support in an enterprise environment
• Strong familiarity with macOS and experience with Mac support technologies
• 3-5+ years of customer service experience
• 3+ years of experience with mobile device support with iOS and Android.
Required Knowledge, Skills, and Abilities
• Strong people skills and welcoming face-to-face demeanor
• Ability to communicate clearly and concisely, both orally and in writing
• Strong analytical and problem-solving skills
• Ability to quickly learn new systems and technologies
• Knowledge of basic troubleshooting methodologies
• Natural ability to demonstrate empathy and compassion while serving customers and staff.
• Adept at maintaining composure and focus on the customer while responding to customer concerns, troubleshooting, and solving technical issues.
• Strong emotional intelligence.
• Ability to balance multiple priorities and meet deadlines.
Production support:
• Provides 24*7 global support of critical systems.
• Primarily focused on walk-up support, working trouble tickets, and escalating to other teams according to priority and required expertise - completing resolution within SLA.
• Develops system proficiency and builds subject matter expertise through issue exploration, troubleshooting, and root cause analysis.
• Coordinates and drives issue resolution within the team and cross-functionally, effectively communicating with end-users and team to gather information and convey status.
• Creates and maintains systems documentation (e.g. Wiki, Knowledge Base Articles).
• Maintains clear and thorough documentation on inquiries and troubleshooting performed.
• Develops and facilitates system and process training.
• Identifies trends and works cross-functionally to ensure timely communication of impacted systems.
• Uses query tools with ad-hoc queries for mass data analysis and operational reports.
Leadership:
• Receptive and responsive to coaching and guidance from leaders and more experienced analysts. Seeks input and support as required.
• Self-directed; is successful with minimal direction from more senior analysts, providing escalation when necessary.
• Partners with business teams, responding quickly and thoroughly to issues and requests.
• Provides constructive input and perspective to team conversations.
• Able to lead small streams of design/work.
Solution Delivery:
• Gathers, analyzes, and documents solution requirements. Facilitates user story creation and backlog grooming in an agile delivery environment.
• Utilizes LEAN techniques to develop business process designs and improve operations via process re-engineering efforts.
• Efficiently assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.)
• Supports solution testing and delivery efforts.
• Creates and maintains content to drive team/customer education and engagement
• Works with team, vendors, service providers, and engineering teams to balance inventory needs, procedural effectiveness, and service delivery.
• Utilizes agile delivery methodologies and participates on scrum teams in execution of solution delivery projects.
• Considers overall user technology experience in thoughtfully designing engaging solutions.
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.
*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
We believe we do our best work when we're together, which is why we're onsite four days a week.
Join us and inspire with every cup. Apply today!
Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com or 1(888) 611-2258.
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