Supervisor - Issue Management, US Restaurant Technology Support
Company Description
Job Description
Company Description:
McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.
McDonald’s Global Technology is here to power tomorrow’s feel-good moments.
That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.
Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.
Department Overview
The US Market Technology Support Team’s main goal is to support one of the Global IT key pillars – Keep Systems Up and Running. The US Market Support Team provides support to our restaurants; aiming to identify enhancements needed to achieve the goal of delivering a greater technology performance and less reliance on help desk support. Support serves as the link between technology products and restaurants and is focused on continuous improvement of all elements of the US technology platform.
Duties
The US Restaurant Issue Management Supervisor will:
- Maintain a wholistic understanding of all IT products the US Support team assists and offshore vendor capabilities in solving any incidents
- Monitor ticket queues to escalate tickets and ensure timely resolution of restaurant incidents
- Proactively identify process improvement gaps and exemplify strong documentation skills
- Understand what constitutes an issue trend, monitor, and escalate as needed
- Provide guidance for full range of US Technology products the Support team services
- Cross-train in all Support product areas to effectively provide backup to other team members as needed
- Work with outsourced vendor support team and foster strong, positive, and cooperative relationships with those teams through effective communication
- Facilitate the timely resolution of escalated support related incidents by monitoring various ticket queues; understand the proper escalation channels and product capabilities
- Resolve support incidents as they arise while proactively identifying, analyzing, and interpreting trends or patterns in ticket data sets to offer business recommendations from the findings
- Understand what constitutes an incident trend, monitor, and escalate as needed
- Strong reporting capabilities with the ability to drive strategy with data and identify opportunities to drive product improvements. Familiarity with ServiceNow, PowerBi, Microsoft Office, Jira, and Confluence preferred
- Commitment and flexibility to an on-call support system in the case of major outages
- Accurately document support incidents and solutions per encounter for future knowledge enhancement
- Identify knowledge gaps in materials vendors utilize and taken initiatives to bridge the gaps
- Provide the best possible Owner/Operator and restaurant crew experience with US IT products & services by understanding restaurant needs, pain points, and goals
- Provide input and feedback to leadership to communicate issues, pain points, help effect changes, and better assist restaurants and customers
Qualifications
- College education or 2 years of restaurant technology experience preferred
- Experience in McDonald’s restaurant technology preferred
- Experience working with monitoring and incident management tools such as Service Now preferred
- Ability to multi-task and stay focused at high levels of productivity
- Clear, professional, and informative communication style
- Solutions-oriented approach
- Customer-centric mindset
- Team player with a strong work ethic
- Role is Chicago-based, working primarily on-site at McDonalds Headquarters
Compensation
Bonus Eligible: Yes
Benefits Eligible: Yes
Salary Range
The expected salary range for this role is $85,014 - $106,267 per year.
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Additional Information:
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.
McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.