Platform Support Analyst

McDonald's

(Oak Brook, Illinois)
Full Time
Job Posting Details
About McDonald's
McDonald’s is the world’s leading global foodservice retailer with over 36,000 locations in over 100 countries. More than 80% of McDonald’s restaurants worldwide are owned and operated by independent local business men and women.
Summary
With supervision, provides support service for a single application and assists in the management of service providers also delivering support service.
Responsibilities
* Engages with established product and product support teams on a regular basis maintaining an open communications through established processes. * Executes established support processes designed to meet customer support goals and objectives. * Effectively conveys the purpose and methods for executing accepted processes and procedures. * Builds strong relationships between teams within I/S and between I/S and related business teams. * Effectively conveys the purpose and methods for executing accepted processes and procedures. * Participates in the collection and evaluation of measurement statistics provided by service providers. * Executes and strives to improve processes and Key Performance Indicators (KPIs) designed to measure and communicate service provider performance. * Communicates on a timely basis with customers. * Works to insure that changes to established processes are communicated and implemented per schedule. * Executes necessary steps for the implementation of change (functional and non-functional) for established product and business owners with the various service providers. * Executes necessary tasks in deployment plans for both new and existing products. * Assist in execution of tasks for Quality Assurance (QA) efforts led by product/platform teams to include new data feeds, application reporting, application functionality, and training materials. * Must have passed the ITIL Foundation Certification exam or complete it within 3 months of hire date. * Seeks to gain an in-depth technical understanding of a customer's product. * Execute tasks necessary to implement support-related best practices into existing support models (metrics, tools, reporting methods, and processes.) * Executes necessary tasks to communication and evaluate the implementation of non-functional change requests insuring appropriate details are present. * • Queries and analyzes application-specific data sources to assist in problem resolution. * Assists product teams ensuring execution of established Change Management and Incident Management processes by service providers are delivered within the guidelines specified in the established SLAs and insuring that status is communicated to the incident/task creator. * Works with project leadership, vendors, and external service providers to assess the impact to the support organization and its processes to accommodate the planned implementation of change – functional and non-functional
Ideal Candidate
* 4 year Undergraduate Degree is Business, Infrastructure, Computer Science, or related * A proven Self-driven Self-starter attitude

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