Systems analyst ll - onsite and executive technology support (Nashville, TN)

<p><strong><u>Job Summary and Mission </u></strong></p><p>As a systems analyst II in the Technology Café, you represent Starbucks Technology to the rest of the enterprise.  Everything we do honors the connection that our store partners make with our customers millions of times each week.  To frequent visitors, you are a reliable resource who knows their name.  To others, you may be the first or only impression of the Starbucks Technology organization.  You provide on-demand support to employees (we call them Partners) - you don't know what to expect, but you look forward to new discoveries and challenges each day.  As you continually demonstrate outstanding customer service, empathy, and business awareness, you earn the trust of customers and fellow team members.  The work you do empowers Starbucks Partners in our Seattle Support Center and beyond to deliver the Starbucks experience, innovate for customers and partners around the world with meaningful solutions, and elevate the Starbucks brand.  <br/><br/>Empower users to do their best work and focus on the right activities by providing world-class technical support, training, and guidance.  Clear barriers to efficiency, advocate for the user when they need a better solution, and share emerging tools that drive our global workforce.  As part of a small, collaborative, and dynamic team, you will quickly develop expertise across a wide range of Starbucks systems and a deeper understanding of the relationships between business units and our global technology teams.</p><p>As a member of VIP support, you’ll provide support to Starbucks partners in key roles.  These partners value the human connection and deeply appreciate your work, but their time is limited.  You’ll need be efficient, responsive, and technically adept to support these users in a timely manner.  Discretion is important in all aspects of your work.  Digital devices are our lifelines – and conduits for communication.  You are a trusted member of a small team.  Humility, care, and respect are threaded throughout the green apron service that you’ve been tasked to provide.</p><p><br/><strong><u>Summary of Key Responsibilities:</u></strong><br/>Responsibilities and essential job functions include but are not limited to the following: <br/>•    Represents Starbucks Technology by providing world-class in-person customer service, technical support, and training.<br/>•    Exceptionally responsive and communicative with a high-urgency, high-visibility audience.  <br/>•    Communicates clearly and professionally especially in verbal, written, and phone formats.<br/>•    Supports trend and incident analysis, solution support, and process improvement initiatives.<br/>•    Reduces return visits for technical support by training users and/or teams how to prevent issues in the future.<br/>•    Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner.  You share your excitement with customers, and still leave room to over-deliver.<br/>•    Models and acts in accordance with Starbucks guiding principles. </p> <p>Summary of Experience<br/>•    3-5+ years of relevant technical support experience <br/>•    3-5+ years of experience with Windows support in an enterprise environment<br/>•    Strong familiarity with macOS and experience with Mac support technologies<br/>•    3-5+ years of customer service experience<br/>•    3+ years of experience with mobile device support with iOS and Android.</p><p>Required Knowledge, Skills, and Abilities<br/>•    Strong people skills and welcoming face-to-face demeanor<br/>•    Ability to communicate clearly and concisely, both orally and in writing<br/>•    Strong analytical and problem-solving skills<br/>•    Ability to quickly learn new systems and technologies<br/>•    Knowledge of basic troubleshooting methodologies<br/>•    Natural ability to demonstrate empathy and compassion while serving customers and staff.<br/>•    Adept at maintaining composure and focus on the customer while responding to customer concerns, troubleshooting, and solving technical issues. <br/>•    Strong emotional intelligence.<br/>•    Ability to balance multiple priorities and meet deadlines.<br/><br/>Production support:<br/>•    Provides 24*7 global support of critical systems.<br/>•    Primarily focused on walk-up support, working trouble tickets, and escalating to other teams according to priority and required expertise - completing resolution within SLA.<br/>•    Develops system proficiency and builds subject matter expertise through issue exploration, troubleshooting, and root cause analysis.<br/>•    Coordinates and drives issue resolution within the team and cross-functionally, effectively communicating with end-users and team to gather information and convey status. <br/>•    Creates and maintains systems documentation (e.g. Wiki, Knowledge Base Articles).  <br/>•    Maintains clear and thorough documentation on inquiries and troubleshooting perf