IT Support Analyst, Restaurant Systems

 

NANDO’S VISION 

At Nando’s, we want to be the most loved restaurant brand in North America, sharing the spirit of Nando’s PERi- PERi with everyone who chooses to access it. We will redesign and build a business that thrives as it answers fully it is consumers’ needs -and endures over time through genuinely putting people at the heart of what we do. We will lead with our values and act with care, compassion, and kindness. By doing this, we will Change Lives Together, every day and everywhere. 

 

IT SUPPORT ANALYST ROLE SUMMARY 

The IT Support Analyst is responsible for supporting multiple in-store systems. While the position’s primary focus will be performing Point of Sale (POS) programming working with Marketing and Operations on requests.  Additionally, this role supports the restaurants systems, software, credit card devices and other hardware.  

 

As with all members of the Nando’s family, the IT Support Analyst will be expected to wear multiple hats, seek out opportunities to make Nando’s and themselves better every day, and in general, be a good team player!  

 

The essential functions of this position are mapped out below:  

 

CORE RESPONSIBILITIES 

• Restaurant Support 

• Responsible for the menu programming, maintenance, configuration, testing and support of restaurant operating systems that include Oracle Simphony, Oracle Labor and Oracle Reporting and Analytics along with all systems integrations including Shift4, Olo and Punchh. 

• Responsible for the menu programming, maintenance, configuration, testing and support of Olo and Punchh systems used by restaurants. 

• Supports other restaurant systems including third party ordering platforms (i.e., Uber), Loyalty and APP from configuration to testing. 

• Works closely with Marketing and Operations to gather requirements for menus and promotional programming needed.  

• Provide exceptional customer service to our stores and office users within the IT service desk system. 

• Respond to service desk tickets with a focus on problem resolution for either US and Canada. 

• Develop documentation for user-audience as systems have been modified and/or new technologies have been implemented. 

• Escalate service desk tickets to both US and/or Canada vendors where necessary. 

• Travel to restaurants when needed for implementation and hardware or software updates. 

• Perform testing and quality assurance strategies and adjust test plans prior to deploying updates or changes to restaurants. 

• Communicate with site users regarding any system enhancements and or scheduled upgrades. 

• Provide system training and technical assistance to user community as necessary. 

 

• IT Systems and Team Support<