Sr. Business Analyst, Communications Solutions

Overview

As Chick-fil-A's global footprint grows, we're building a best-in-class network of communications channels to ensure that our Operators, Team Members, and Staff receive relevant and timely communications that equip them to make business decisions while fostering a culture of care.

This role is the primary day to day partner and liaison between Corporate Communications and DTT. This role is also a SME for Chick-fil-A's suite of enterprise communications solutions, including @Chick-fil-A, the corporate intranet. @Chick-fil-A is the primary communications channel for the Chick-fil-A Support Center to Operators and their Team Members. This role is responsible for the technology solutions that enable Corporate Communications to successfully execute their role in the business. This role supports the total productivity of our communications ecosystem and is a blend of Business Analyst, Product Owner, and Quality Assurance.

• Partner with Corporate Communications' Content and Channels team to gather requirements, write user stories, prioritize and oversee the development of new features, enhancements, and integrations, including managing the product backlog.
• Partner with technical team on development and maintenance of our content management system and video platform.
• Collaborate and interact with developers, stakeholders, system architects and various subject matter experts to manage the implementation of changes and issue resolution.
• Partner with help desk team to troubleshoot, verify, and remediate end user support tickets.
• Regression test
• Track platform effectiveness and other digital platforms through key performance metrics.
• Support vendor relationships across multiple platforms.

• Ability to independently drive tasks to completion and resolve issues with minimal supervision.
• Ability to understand business needs and translate them to functional/technical requirements.
• Ability to quickly learn and comprehend technical web-based systems.
• Experience proactively supporting the operational health of technical platforms.
• Self-starter who completes responsibilities with minimal supervision.
• Strong decision-making skills with the ability to collaborate and make decisions in the gray.
• Experience serving as a liaison for external vendors, keeping the team and leadership informed of critical status.
• Servant spirit with strong sense of stewardship

• Bachelor's Degree or the equivalent combination of education, training and experience from which comparable skills can be acquired
• 1+ years of relevant work experience
• Knowledge and/or experience with Agile development approaches and techniques
• Experience in driving teams and management to decisions
• Experience with technical systems, data structures and languages
• Experience in UI/UX Design

• Bachelor's degree in a technical field of study
• 3+ years of relevant work experience
• Experience in managing a beginning-to-end software implementation
• Experience in vendor management and software selection
• Experience working with Content Management Systems
• Experience with communication methods and strategies
• Experience in product ownership of customer facing applications
• Experience providing user support across a portfolio of platforms.
• Experience managing the end-to-end support ticket lifecycle, from escalation to final resolution, including stakeholder communication.
• Certified Scrum Product Owner (CSPO)
• Certified Scrum Professional - Product Owner
• Certified Business Analysis Professional (CBAP)