Sr. IT Analyst, Chick-fil-A HELP

Overview

If you love getting to the root of the problem and fixing issues once and for all, you are going to love this role.

The Problem Coordinator on the Chick-fil-A HELP Desk is an important role whereby you will help improve our Operators' and Team Members' experience by identifying and eliminating root causes that negatively impact our Restaurants. There are three major activities you will own in this role. First, you will work with various stakeholders and lead process improvement projects and after-action reviews to identify and eliminate root cause issues. Second, you will help others grow in their root cause analysis skills by teaching and coaching others. Last, you will ensure actions to address root cause issues by others inside and outside of Chick-fil-A are completed in a timely manner.

The Corporate Services department at Chick-fil-A, Inc. provides support services to over 1,600 corporate users as well as over 2,200 quick-service restaurants. As part of the Corporate Services department, the Service Desk team is responsible providing support to our Chick-fil-A Franchisees. They support the point of sale software and hardware, restaurant wifi, the financial software, labor scheduling application, mobile ordering, the kitchen production system, and many other technologies used by our franchisees.

Responsibilities

  • Use statistical and non-statistical tools to analyze issues
  • Triage and distribute issues by impact and severity
  • Track issues through the process
  • Run root cause analysis and solutions meetings
  • Teach root cause analysis techniques
  • Assist Problem Manager during major incidents
  • Use and teach a variety of root cause analysis tools, including five why's fishbone, process mapping, technical investigation, Pareto charts, and control charts
  • Generate reports on the status of issues
  • Identify and implement improvement opportunities
  • Document process and procedures, as needed


Minimum Qualifications

  • Bachelor's degree
  • Ability to learn new tools and technology quickly
  • Experience in creating new processes and improving existing processes
  • Must have good facilitation skills
  • Strong written and verbal skills


Preferred Qualifications

  • Lean Six Sigma Green Belt certification or similar certification
  • 1+ years of training experience
  • Experience in root cause analysis techniques including five why's, Pareto charts, and FMEA
  • Experience in reporting and under standing statistical analysis and control charts
  • Experience in software or hardware support processes
  • Certified Lean Six Sigma Black Belt in dedicated quality role for 18+ months
  • Has used statistical analysis and control charts for 3+ projects
  • Has coached 5+ Green Belt projects to completion
  • ITIL Foundations certified


Minimum Years of Experience

5

Travel Requirements

10%

Required Level of Education

Bachelor's Degree


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