As a member of the IT Team, the Business Analyst is responsible for keeping our core restaurant systems up to date, testing and deploying new functionality in those systems, and providing advanced escalation for complex system problems. The manager strives to find, justify, and execute innovative projects that add-value and scalability to the organization. Utilizing proven project management methodology, the manager will report project progress to department leaders and project stakeholders. The manager seeks to understand, through data analysis and stakeholder feedback, the potential and realized value of all projects.
This position is based in Cypress, CA at our support center and includes 10-25% travel to restaurant locations throughout the US.
This position reports to the Director of IT and is expected to provide support and guidance to the helpdesk function. This position frequently interacts with restaurant management and views them as primary stakeholders.
? Becomes the in-house expert on architecture, features, and functions for WKS’ POS systems; Kitchen Display, Table Management, and complementary systems
? Identifies technical and business process opportunities, then generate project proposals, including timelines, business value analysis, budgets, and resource responsibilities
? Assesses and implements major system upgrades — including franchisor-sponsored projects
? Leads weekly project review with relevant stakeholders on WKS and franchisor sponsored projects, identifies and documents risks to time and value
? Works closely with other restaurant support center team members such as Operations, Marketing, and Finance to configure systems and solutions which exceed their expectations
? Supports and coordinates IT vendors during New Store Openings/Remodels, including on-site hardware installation and user training
? Fields Restaurant Systems “tier three” technical support calls from initiation to resolution, during business hours and on a rotation outside of business hours
? Assists other teams within IT with diagnosis, review, and resolution of Restaurant Systems issues
? Partners closely with systems vendors and service providers to master products, design solutions, and troubleshoot advanced issues
? Supervises 3rd party work to ensure professional and security standards are maintained.
? Creates documentation and performs training on newly implemented systems/solutions for restaurant teams
? Regularly reviews telecom inventory, performs invoice reconciliation, proposes and implements telecom costs reduction plans and service upgrades
Skills and Abilities:
? Curious, constantly considers the optimal way to achieve a task, balancing short-term and long-term value
? Learn and adapt to new applications/systems quickly
? Enjoy investigating and analyzing information and drawing conclusions
? Efficiency-driven, always looking for better ways to perform duties and improve the scalability of the organization
? Committed to delivering quality products and responsive service. Willing to take ownership of issues, and be accountable for system and project success
? Strong problem solving and critical thinking skills. This entails visualizing a problem or situation, assessing it, and thinking abstractly to solve it without bias
? Lead project teams, able to motivate and mediate where necessary
? Able to break down goals into tasks on a timeline, identify dependencies, set a realistic schedule, and then manage resources to deliver the project on time and within budget
? Exhibit risk management skills and is able to identify, analyze, and prioritize risks — implementing solutions, and monitoring outcomes
? Manage vendor partnerships including researching and sourcing vendors, obtaining quotes, negotiating contracts, controlling costs, reducing vendor-related risks, and ensuring excellent service delivery
? Stays current on technical changes in hardware and software utilized by the Company while offering a nuanced perspective on the business value of industry trends and their applicability to WKS
? Clear documenting habits, including solutions and procedures for future use.
? Ability to solve basic hardware and software problems in a logical manner
? Ability to correctly install and maintain computer hardware and software
? Excellent communicator with an ability to build consensus among cross-functional teams, including business partners and technical resources — ability to convey confidence and humility to customers
? Ability to draft routine correspondence and manage information and data in a confidential and professional manner
? Ability to balance the demands of new requests, maintenance and support, and customer expectations, exercising patience and professionalism during stressful situations
? Willing and capable of approximately 10%-25% local and overnight travel.
? Willing and capable of regularly scheduled After Hours and Weekend On-Call work.
Education and Experience:
? 3+ years maintaining and supporting Restaurant or Retail POS Software and Hardware
? Strong knowledge of Windows, networking, database, and system integration concepts
? Willing and capable of approximately 10-25% local and overnight travel to restaurant locations throughout the US
? Willing and capable of occasional after-hours and weekend on-call work
? Valid Driver’s License Required
? Bilingual English/Spanish a plus
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While this position entails approximately 80% sitting and the remaining time standing or walking, the position requires the employee to lift or carry up to 45 pounds (e.g., small equipment or office supplies). The position also requires frequent stooping, kneeling, crawling (e.g.. under desks), climbing (e.g. ladders), and reaching above head for items. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
WKS Restaurant Group is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all team members.