Analyst, Production Support (Remote)

The Analyst, Production Support is a multi-faceted role, serving as the last line of defense for production issues before escalating to development or vendor teams, a liaison for information flow between development and other support teams, and a device management administrator for all in café iOS devices including 6000+ self-ordering kiosks.

This analyst will take responsibility for troubleshooting customer issues on web, mobile and kiosk applications. In addition, the analyst will be developing reports and dashboards for consumer facing systems, deploying changes to a managed iOS environment, and engaging development teams to seek permanent fixes for recurring issues. This individual must be highly self-motivated, able to quickly change tasks and reprioritize as new work comes in and be willing to look at a problem holistically and not stop digging and pushing until the right answer is found. The ideal candidate will also have a background in restaurant or retail technology systems.

Duties & Responsibilities

• Managing kiosks and deploying code and configuration.
• Researching and potentially correcting financial issues like over/under charges.
• Helping develop data reports and dashboards.
• Scoping issues to prioritize fixes.
• Working through recreation steps with development teams.
• Supporting rollout of new features/functionalities.
• Managing escalations from helpdesk and customer service teams.
• Partnering with vendors to research integration or sync issues.
• Monitoring kiosk availability.
• Monitoring app reviews and customer feedback

Qualifications (Education & Experience)

• Experience analyzing system and application logs with Splunk or other tools
• AirWatch MDM, specifically for iOS devices, is a plus.
• Ability to work independently and self-prioritize tasks.
• Experience in Service-Now or equivalent ticketing systems
• Demonstrated experience in troubleshooting and problem-solving technical issues.
• Experience with restaurant or retail technologies.
• High-level written and verbal communication skills.
• High level understanding of web/mobile application architecture.
• 2+ years’ experience as a technical support analyst or in related field.
• Programming experience, scripting and/or code analysis, is a huge plus.
• Bachelor’s degree from an accredited university or college in computer science preferred.

Working Conditions

• Required travel - none.

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards.