The Technology Operations Analyst will work with cross-functional teams to understand complex solutions and integrations, as well as drive releases to improve solutions. This role focuses on delivering high‑quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows.
The role requires strong communication skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and real‑time transparency for customers and stakeholders.
RESPONSIBILITIES
Independently investigate complex technology and integration issues, performing structured root-cause analysis to identify failure points, validate potential causes, and drive issues to the appropriate team for resolution
Specialize in your area of focus, including but not limited to identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities and continuous learning in your area of subject matter expertise
Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward
Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization
Build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship
Ensure vendors meet contractual, operational, and service‑level commitments
Influence & refine future development/improvements, identify gaps and recommend areas for process improvements and/or new tools for success
Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement
Execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status
Perform basic and advanced triage on reported defects to validate issues, identify configuration errors, and gather necessary and/or analyze necessary logs for a resolution. Includes partnership with help desk teams for ongoing support
Develop and execute processes that ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts
L2/L3 Support
Be able to create, write, debug and update scripts in a variety of languages, including, but not limited to PowerShell, Python and other brand-based languages
Demonstrate strong, hands-on, understanding of restaurant technology including, networking, POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc
Actively source methodologies, platforms and scripts to “shift left”, moving support closer to the end user than specialized technicians
Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization; proactively alert possible issues prior to full scale deployment of software and/or hardware
EDUCATION AND EXPERIENCE QUALIFICATIONS
3+ years of relevant IT experience such as system configuration and implementation experience
3+ years of experience supporting restaurant, retail, or other high-volume transaction technology environments preferred, including exposure to POS, digital ordering, payments, or related platforms
3+ years of Experience supporting technology across geographically distributed locations
4-year degree strongly preferred
REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES
Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the…