System Analyst

Job Description Summary

• This position tracks and reports all metrics associated with the Contact Center, Command Center, and any other Services workspaces added as part of general support from System Support Team. This role is instrumental in the business process and system requirements for design, configuration, implementation, systems administration and support for the Contact Centers Service Management software (Microsoft Dynamics) and Interactive Voice Response (IVR) system (Talkdesk). Acquires data from primary or secondary data sources to help identify, analyze, and interpret trends and patterns in complex data sets for key business partners.

Hiring Requirements

Job Details

Total Rewards:

• Competitive Weekly Pay
• Bonus Program with 250% Upside Potential
• Performance for Pay Program – Eligibility to Receive a Pay Increase Once a Year, Based on Performance
• Opportunities for Career Development and Growth
• Healthcare and Life Insurance Benefits
• Paid Time Off - 5 Weeks on Day 1
• Flex Weeks - Remote Work Arrangement
• Paid Corporate Holidays
• 401(k) Savings Plan with a Competitive Company Match
• Paid Parental Leave – Subject to Eligibility Requirements
• Short-Term Disability
• Long-Term Disability
• Scholarship Program - You and Your Dependents are Eligible!
• Whataburger Family Foundation (Hardship Grant Assistance)
• Discounted Meals For You and a Guest
• Wireless Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and Recognition For All You Do
• Retirement Celebration Program

Responsibilities:

• Develops and supports regular and ad hoc reports for Contact Center teams and other departments using Dynamics and Talkdesk, while managing document version control for the Command Center and corporate sites (including internal drives, One Drive, and Orange portals). Timely delivery of new and ad hoc reports.
• Serves as a member of the Contact Center and Infrastructure teams to plan, develop, implement, and evaluate projects, ensuring alignment with operational and organizational goals. Participates in meetings as the SME for Contact Center Analytics and Metrics.
• Functions as System Administrator for Talkdesk, IVR software, and Dynamics IT Service Management (ITSM), overseeing design, development, configuration, implementation, reporting, data conversion, and expansion to other business units as needed.
• Responds to user inquiries on Dynamics, Microstrategy, Dataiku, Power BI, Esri (ArcGIS), and IVR systems. Provides timely resolution to issues related to Command Center support, while tracking and reporting performance for ITSM incident and problem management.
• Tracks Contact Center ITSM performance metrics, manages outage communication through Network Operations Center (NOC), and provides weekly reports on call statistics, incidents, and team performance. Also reports on CRM outages and mass communication updates.
• Reports on Contact Center performance metrics and establishes custom reporting in collaboration with business partners. Analyzes data to provide insights, identify opportunities for process improvement, and recommend strategies to improve service levels.
• Reports actual performance against SLAs, identifies areas for improvement, and recommends options for addressing service level issues. Produces monthly SLA/OLA reports and monitors performance metrics for consistent customer service.
• Supports the creation of Balanced Scorecard reports, manages the Contact Center dashboard and flashboard, and delivers on timely reporting as required. Ensures accuracy and consistency in reporting.
• Leads projects related to the Contact Center and represents Corporate Services in project meetings, assuming additional responsibilities as needed. Maintains fiscal responsibility for Company assets.
• Works collaboratively with internal and external teams to achieve common objectives and goals, fostering positive teamwork and ensuring project success.

Education:

• Bachelor’s degree in Computer Science or Business Administration, or related field, or any equivalent combination of education and experience required

Experience:

• 3 years’ experience in Information Services, to include 2 years customer service experience, preferably in a contact center or help desk environment.
• Experience with query creation (i.e. Access, SQL, etc.), tracking and reporting on individual/team/customer performance metrics and service levels.
• Experience with user inquiry technologies, including help desk, e-mail, voicemail, Internet/Intranet access, cell phones, POS systems, workstations, wireless headsets, accounting systems, JD Edwards’s applications and other technologies installed in our restaurants and administrative offices.
• 4 years’ experience preferably in Information Services or customer service

Knowledge, Skills & Abilities:

• Demonstrated technical aptitude, to include familiarity with Talkdesk, Microsoft Dynamics (or other ITSM software, networks, operating systems and software application preferred
• Highly knowledgeable in MS Office Word, Excel, Outlook, PowerPoint, and Visio (as applicable) – Add Power App’s (EG Power BI, Power Automte, Co-Pilot)
• Familiar with JD Edwards (as applicable) – Adjust to “Familiar” we no longer directly support JDE
• Knowledgeable in Quick-Serve Restaurant (QSR) business processes a plus
• Knowledgeable in Business Intelligence technologies and industry best practices
• Ability to collect data and establish acts, identifying trends and variances
• Ability to integrate information from a variety of sources, with varied levels of complexity
• Ability to multi-task several reports/requests at one time
• Ability to communicate well with the general public and experience in establishing and maintaining an effective working relationship with management, vendors, and co-workers.
• Ability to work in a team environment
• Knowledge of Emergency Management Principles
• Advanced understanding of Emergency Management Principles

Working Conditions/Travel Requirements:

• Expected to work the necessary time to satisfactorily fulfill job responsibilities
• Must be able to report to work timely and as required by operational/business needs
• Must be able to work a full-time schedule and work outside of normal business hours when necessary
• Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary