Sr. Business Analyst, Walk-up Technology Support (up to 3-year project) - Chick-fil-A, Inc.
Atlanta, GA
About the Job
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 walk-up support space, you will join a team of professionals charged with fostering exceptional digital experiences for all staff. You will be responsible for managing the on-campus support services for our Atlanta campus including a walk-up support space, dispatched agents, and stocking/maintaining digital vending machines. Overseeing a small team of support analysts, you will train and set expectations on how we respond to customers' needs, and review interactions to enhance customer experiences. Working with our service provider, you will ensure effective daily operations and look for continuous improvement opportunities.
One of the most exciting aspects of this role is the opportunity to host regular laptop orientation sessions for new Chick-fil-A staff. Through these regular classes you will help us set remarkable first impressions for how we deliver and support technology at Chick-fil-A. In addition, as our business scales and expands to more locations, there will be opportunities to help design how your services can be offered at other offices domestic and international. This role combines strong technical skills and leadership responsibilities with an emphasis on delivering a high level of customer service.
Responsibilities
- Coordinate with service provider to set expectations on processes and SLAs for all services provided in walk-up support space.
- Interview, select, and train support agents to create a team equipped to run a successful implementation of desk-side support.
- Set schedules for support agents to ensure we are staffed to be responsive to walk-up support traffic, as well as hosting laptop onboarding sessions.
- Audit new hire device bundles before laptop delivery classes and ensure all hardware is provisioned correctly.
- Host laptop delivery classes for new hires, providing training and assistance with device setup, general technology orientation, and best practices.
- 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 under walk-up support, technology vending machines, and preparation for onboarding classes.
- 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 Device Lab, ensuring each device is tracked and accounted for including return reasons and known issues with hardware.
- Dispatch support agents to restock vending machines, as well as diagnose and fix issues when they arise.
- Keep exact records on hardware inventory for vending machines, coordinating with asset manager to maintain a level of supply that ensures consistent availability.
- Design and implement enhanced desk-side services to better serve customers across Atlanta-area campuses.
Minimum Qualifications
- 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
- ITIL Foundation
- Microsoft Security, Compliance, and Identity Fundamentals
- Apple Certified Support Professional