Global Technology Back Office Supervisor
Company Description
Overview:
The Global Technology Back Office team main goal is to support one of the Global IT key pillars – Keep Systems Up and Running. The Global Technology Back Office team is responsible for working with the vendors support teams and ensuring SLA agreements are met. The Global technology Back Office support team supports our Product Owners initiative and Influences product enhancements with the focus to reduce call volume.
The Global Technology Project Supervisor will:
- Develop and implement strategic restaurant technology processes that increase the quality, service, performance and value of the technology help desk to US McDonald’s restaurants.
- Partner with program and product teams to establish vendor SLAs.
- Participate in corporate initiatives and/or lead department initiatives or critical projects with limited direction that pertain to support.
- Be responsible for leading the Cash and Inventory (QSRSoft) Application Support process. Partner with QSRsoft vendor to lead Queue within Service Now.
- Analyze call volume trends and resolve remediation for rising issues.
- Identify and influence product enhancements to product owners.
- Review and create knowledge articles for Level 1 and level 2 support teams.
- Participate in the Change of Ownership process.
Key customers include multi-functional teams within US IT, USORT, Field (FIDs, OTMs, OTPs), Operations, Product Development Teams, Deployment Services, Owner/Operators and Suppliers.
Core Responsibilities:
People/Relationship Management
- Partner with US Operations, Global Technology and US Technology PMO and Product Managers on the deployment of all restaurant technology (hardware and software) impacting US restaurants.
- Provide all critical information to key partners during system outages or other incidents whenever required, even during off-peak/holiday hours.
- Build strong relationships & collaboration between teams within US IT, USORT and Global Partners along with our external vendors.
- Develop the relationship with our Field Partners - Field Integration Directors. OTM and OTP teams.
- Create, review and distribute knowledge articles for our help desk to use for open incidents.
- Partner with deployment teams on major releases and analyze call volume through steady state.
Product Support
- Assess the impact of restaurant technology help desk services on the field.
- Facilitate the resolution of support related issues from the field, Home Office and Operators after the issue process has failed.
- See opportunities for product enhancements to reduce call volume.
- Partner with the deployment team and Product owner on Major release upgrades and perform analysis of Call volume through steady state.
Experience Requirements:
- Minimum of 5 years experience in Help Desk/Service Desk with progression of increasing responsibility.
- BA or BS in Business or Technology related field, Graduate degree preferred.
- Superior communication skills across various channels.
- Available during outages or incidents, as needed, even during off peak/holiday hours.
- Outgoing, relationship driven, organized, with confirmed ability to solve complex problems and lead various relationships.
- Customer service experience.
Additional Skills:
- McDonald’s restaurant technology experience preferred.
- Experience with ServiceNow, Jira, and/or other incident management tools.
- Experience with Microsoft Office Products.
McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries and billions of customers served each year. As the global leader in the food service industry, we have a legacy of innovation and hard work that continues to drive us. Today, we are growing with velocity and are focused on modernizing our experiences, not to make a different McDonald’s, but to build a better McDonald’s.
We are moving fast and are adding to our best-in-class team. Joining McDonald's means thinking big every day and preparing for a career that can have impact around the world. We are customer obsessed, committed to being leaders, and believe we are better when we work together. Over the last couple years, we’ve launched home delivery, modernized our restaurant experience through digital enhancements and have so much more to come.
We are dedicated to using our scale for good: good for people, our industry and the planet. From ambitious recycling initiatives and balanced sourcing efforts to our partnership with Ronald McDonald House Charities, we are constantly improving. We see every single day as a chance to have a genuine impact on our customers, our people and our partners.
Our new, state-of-the-art headquarters is located in the booming West Loop area in the heart of downtown Chicago. It's set up to be a global hub that cultivates innovation. Take a class at Hamburger University, sample future menu items in our Test Kitchen, and utilize the latest technology to communicate with your team around the globe! Our office helps us connect with each other like never before. Participate in monthly organized events, enjoy massive outdoor spaces, an 8000 square foot gym, and an onsite McDonald's serving international favorites.
Additional Information
McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact [email protected]
McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.