About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
This role, based in Chicago, reports to the Manager of IT Applications and Systems. The Applications & Systems Administrator II's role will be to provide efficient, effective and compliant governance around Grubhub's primary call center telephony solutions, including Five9.
The Impact You Will Make

• Daily administration and maintenance of our Five9 domains, users and configurations
• Analyze and propose system configuration changes to business partners and end users
• Provide technical support for proper Five9 functionality, troubleshoot system errors or bugs
• User creation and setup in Five9 Domains
• Create and implement new dialing campaigns and dialing lists as required by business units
• Update, create and maintain campaign IVRs
• Monitor and communicate server outages, dropped calls, abandon rates, and other metrics, and coordinate with the vendor and/or other business areas to resolve issues
• Build custom reports, understand different report types, and recommend additional reporting structures for various campaigns
• Enhance and troubleshoot integration between Five9 and integrated platforms
• Lead meetings and document agenda tasks / notes with various stakeholders, aid in translating business requirements into technical requirements
• Assist in setting up Service Level Agreements (SLAs) and monitor SLA workflows
• Create and track ticketing requests, answer technical and application configuration questions as needed
• Assist in troubleshooting patch and release management issues with an understanding of third party software integrations
• Experience with Apple and Windows Desktop Operating Systems
• Develop and maintain system processes and documentation mapping contract entitlements to access rules, utilizing an understanding of directory system attributes and functionality
• Work with integration teams, licensing managers and stakeholders to develop and analyze requirements for new services
• Create and maintain system design documentation for the administration role
• Provide training and knowledge transfer to other employees as necessary

What You Bring to the Table

• Bachelor's degree in information technology, or equivalent work experience in telephony services
• 3+ years relevant experience administering telephony systems in a Call Center environment
• Previous experience managing Five9 dialer software and IVR functionality
• Familiarity with WorkForce Management (WFM) software (Verint)
• Strong understanding of Active Directory, security groups, etc
• Prior experience with Zendesk configuration and administration a plus
• Strong Understanding of PC/Mac operating systems, and applications
• 3+ years of experience in IT Service Desk operations and issue resolution plus
• A willingness and ability to develop expertise in new technologies as needed.
• Ability to multi-task and manage competing priorities in a fast-paced environment
• Be self-motivated, self-directed and customer service focused
• Strong communication skills, including presentation skills and ability to tailor communications for the intended audience
• Be able to perform all the tasks that we ask of the Service Desk technicians
• Be flexible. We're growing and we need to continue to change to help the company grow

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
• Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
• MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
• COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it's safe to return.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].