Systems Analyst

Description

Retail Equipment Installation, is currently seeking 14 Systems Analyst - I (SA-I) to support a team related to retail Hardware & Device lifecycle projects and provide remote troubleshooting/phone support. These analysts will contact stores with basic triage troubleshooting support and communicating with Store operations, Store managers, baristas, vendors, and cross functional teams related to HW, SW, and Network Wifi/Cabling/Access connectivity support. Providing strong communication of what they can support or what will be escalated and next steps. Strong follow up is required to ensure issues have been resolved.

Many IT projects can disrupt store operations and this team will identify those incidents and take a deeper dive in understanding those underlying issues related to Hardware, Software, and Network connectivity issues. Working with Store Operations and Store employees to understand issues that are disrupting stores. Identifying events and potential root cause analysis to determine if issues are isolated or potential to impact other stores. Trying to a get ahead of issues before they escalate and learning trends and impact to proactively target chronic issues and calling stores for in-depth investigation. They are still working out ways to measure performance with metrics. The goal is to measure impact and cost savings, that could loss in sales or profits in operations.

Building a team that have specific strengths and emphasis related to Retail and POS HW, SW, and Network related troubleshooting experience. Subject matter experts that focus on HW troubleshooting, another focused on SW troubleshooting and a third focused on network troubleshooting or a combination of all three but strong emphasis in one of the categories. Utilizing individual strengths to cross train others on the team to make everyone well rounded.

Triaging issues, troubleshooting and working with vendors, hardware suppliers, and escalating issues with internal cross functional teams. Collaborating and following up with stores on status updates until incidents or issues are resolved. Making recommendations for resolution to reduce chronic issues happening to other stores. Following up on issues related to SLA requirements. Assist with processes and operational improvements.

Gathers and documents chaotic events impacting stores. Excellent customer service and responsiveness to solve problems (Triage & troubleshooting) and escalate issues with cross functional teams when necessary to propose solution options.

This work schedule is covering support of Starbucks Operations Monday - Friday 24 hours/day. We are looking for candidates open to working 4x10's with a schedule that lines up somewhere between 7pm-7am PST(there should be some flexibility on the candidate side to fit into required schedule slots)

Ideal candidates will have both Field support, Helpdesk experience in support capacity, and basic Network hardwire and Wi-Fi connectivity troubleshooting experience for this role. They will be using ServiceNow ticketing systems, so experience using this tool, would be extremely beneficial to hit the ground running. They will be Supporting Stores with installations via phone related to HW, SW, and Network issues.

Skills

Remote Troubleshooting, Root Cause Analysis, HW/Device Troubleshooting, Retail Industry Experience, Analysis, Helpdesk Support, Field Tech Support

Top Skills Details

Remote Troubleshooting,Root Cause Analysis,HW/Device Troubleshooting,Retail Industry Experience

Additional Skills & Qualifications

TECHNOLOGY SUPPORTING (They will train - but hopefully they meet the top 3 skills required - to adapt much faster to role)

- Supporting all the new stores IT Equipment installations

- Eliminating Wave registers, and moving towards HP RP9, HP EliotOne 800 Point of Sales (POS) registers.

- Printers: Epson TM-L90, Epson TM-88 III-VI, Bixolon SRP-300

- EMV: (chip readers/C.C. machine)

- Scanners: (Honeywell Genesis, Honeywell 7580 Gen6, Honeywell Xenon

- Pin Entry Device (PED): Veriphone VX820

- POS OS: Windows 10

- POS Retail SW: Oracle Simphony

- Store Production Controllers (SPC): HW -Dell Wyse Thin Client, HPE ProLient DL20 (Gen: 9,10)

- DriveThru equipment & peripherals: Drive Thru Display Order Screen (DOS), Kanex pro, El Gato, AT-91 Diagnostics device, balun & associated power supplies.

- Digital order manager (DOM) HW: Surface Pro 4, Aava Inari 10 Tablet.

- Network HW: Cisco Routers & Switches (Meraki's)

- Ticketing System: ServiceNow

- Deployment Software: Marimba 8.0 -SW distributor. (Scan POS, track, log and identify software installs)

- VNC - Virtual Network Connection - Remote tools for POS Endpoints.

- Splunk - SQL queries

- Jira, confluence, OneNote, Microsoft Teams, SharePoint - Technical documentation. Used as reference and as a KB (How to procedures, known issues, etc..)

- Microsoft Excel - used to track store installs (document daily tasks, installs, close-outs, etc..)

- Answering phones calls for adhoc cup labeler installations and cable runs

- Supporting all that in the initial job description and validating installations (adherence to Install Playbook Guidelines)

Experience Level

Intermediate Level

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected

classification. Eligibility requirements apply to some benefits

and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health and Dependent Care Spending Accounts (HAS & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time off/Leave (PTO, Vacation, or Sick Leave)  

Done