Sr. Business Analyst, Technology Device Lab (up to 3-year project) - Chick-fil-A, Inc.

Overview

The Chick-fil-A Support Center is launching a new project-based role that is part of the Experience & Delivery team within the Digital Transformation & Technology department. This Project Full-time role is a TEMPORARY, full-time position up to a maximum of 36 months. This role will be required to be onsite at the Support Center daily between the hours of 8:30am – 5pm.

Chick-fil-A's Technology Support team serves over 4,000 staff and contractors in our Atlanta office and a growing number of locations globally. As the Sr. Business Analyst focused on our device lab, you will join a team of professionals charged with fostering exceptional digital experiences for all staff. We do this by providing laptops, device deliveries and logistics, technical support, and vending machines for digital assets. You will be responsible for leading services within our device lab at Chick-fil-A's Support Center. This is our central hub for receiving, imaging, packaging, shipping, and repairing devices. Additionally, as our business expands to support more locations globally, you will help us define strategies to effectively support remote office locations and CFA Supply warehouses.

Responsibilities

• Coordinate with service provider to set expectations on processes and SLAs for all services provided in device lab.
• Interview, select, and train build agent candidates to create a team equipped to run a successful lab.
• Set schedules for build agents to ensure the team can fulfill device requests, replacements, and repairs in a timely fashion.
• Review requests and queues regularly to ensure SLAs are met and that processes are followed correctly.
• Work with process documentation analyst to influence the design and documentation of all work processes carried out in the lab including device configuration, diagnostics, repair, and shipping/receiving.
• Collaborate with ServiceNow developers by sharing potential improvements to forms, process flows, or automations that better align with business needs.
• Coordinate device returns and deliveries with Walk-up Support Team, ensuring each device is tracked and accounted for including return reasons and known issues with hardware.
• Maintain an OS image level on device inventory based on requirements provided by Windows and Mac engineers.
• Coordinate with Windows and Mac engineers on testing, validating, and troubleshooting challenges with preparing devices for delivery to users.
• Schedule and manage projects to configure and ship collections of devices for new location openings, or re-image laptop inventory to specified OS version when necessary.
• Work closely with the Asset Manager to ensure all devices are properly accounted for in system of record and act as backup for this role when needed.
• Act as backup for Asset Manager.
• Act as backup for Walk-Up Support lead for large group device deliveries such as new staff onboarding classes.

Minimum Qualifications

• Familiar with ITSM best practices and how to organize/delegate work across multiple queues
• Able to delegate and set expectations effectively for a small team
• Extremely detail-oriented and consistent in process
• Strong problem-solving ability
• Highly collaborative
• Excellent written and oral communication

Preferred Qualifications

• Experience working in a build lab with capacity to support 2,000+ devices
• 5+ years experience in configuring and troubleshooting devices
• Strong understanding of both Windows and Mac device configuration
• 2+ years experience in Asset Management
• ITIL Foundation
• A+ Certification
• Microsoft Security, Compliance, and Identity Fundamentals
• Apple Certified Support Professional

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education

Major/Concentration