The Retail Technology Administrator is responsible for managing and maintaining the NCR Aloha POS (Point of Sale) system, with a specific focus on menu configuration, omni-channel menu mapping, digital shopper experiences, Punchh loyalty mappings, and advanced troubleshooting of mapping errors. This role ensures that the menu items are accurately configured, prices are correctly set, and the kitchen system operates smoothly to enhance the efficiency of restaurant operations.

Essential Functions:

Menu Configuration and Management

• Develop and update the restaurant menu within the NCR Aloha POS system. Ensure accurate pricing, item descriptions, and menu categories. Manage seasonal and promotional menu changes efficiently. Troubleshoot and resolve any menu-related issues in the POS systems.

Omni-Channel Menu Mapping

• Configure and maintain menu mappings across various channels including in-restaurant, online ordering, and third-party delivery platforms. Ensure consistency and accuracy of menu items and prices across all channels. Coordinate with marketing and operations teams to implement menu changes across all platforms seamlessly.

Digital Shopper Experiences

• Enhance digital shopper experiences by optimizing the online ordering process and interface. Implement digital promotions, discounts, and loyalty programs in the NCR Aloha system. Monitor customer feedback and analytics to improve the digital ordering experience.

Punchh Loyalty Mappings

• Integrate and manage Punchh loyalty program within the NCR Aloha POS system. Configure loyalty rewards, points accumulation, and redemption processes. Monitor and troubleshoot any issues related to Punchh loyalty mappings.

Kitchen Display System (KDS) Management

• Configure and maintain the kitchen display system to ensure optimal performance. Monitor KDS to ensure that orders are correctly displayed and processed in a timely manner. Collaborate with kitchen staff to identify and resolve any operational issues related to KDS.

Training and Support

• Provide training to staff on the use of NCR Aloha POS, KDS, and Punchh loyalty program. Offer ongoing support to restaurant personnel for troubleshooting and resolving system issues. Develop training materials and documentation for easy reference.

Additional Functions:

• Assist when needed with hardware and software deployed to all restaurant brands such as ADP, Bright Sign, mobile devices, and Meraki network infrastructure
• Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Utilize Freshdesk system to clearly document incidents and troubleshooting steps taken to resolve
• Develop, test, and deploy configuration changes and software updates to the restaurants with established change control procedures.
• Recommend and/or develop process, policies, and procedures that lead to a more efficient and effective customer service experience
• Participate in the daily activities of the Help Desk support team

Requirements:

Experience:

• 5 years’ experience with the NCR suite of products; Aloha POS, kitchen display systems, configuration center (CFC), command center (CMC)
• 5 years proven experience with managing multiple high priority initiatives in a fast paced highly technical environment for a multi-location and restaurant brands.

Education:

• A bachelor's degree in related discipline, or equivalent combination of education and experience, is preferred.
• High school diploma or GED required.
• Aloha system certified a plus

Competencies:

• Strong analytical and problem-solving skills
• Ability to multitask effectively in a fast-paced environment
• Excellent written and verbal communication skills; proficient in creating public KB & job aids
• Strong customer relationship skills
• Organized, detail-oriented, and self-motivated
• Project management experience a plus

Working Conditions:

• Position may require talking, hearing, kneeling, walking, crouching, crawling, grasping, pushing, lifting, sedentary work and visual acuity.
• After hours and weekend shift flexibility is required
• On Call responsibilities
• Corporate office environment
• Some travel may be required