Technology Operations Analyst

The Technology Operations Analyst will work with cross-functional teams to understand complex solutions and integrations, as well as drive releases to improve solutions. This role focuses on delivering high‑quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows.

The role requires strong communication skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and real‑time transparency for customers and stakeholders.

RESPONSIBILITIES

• Independently investigate complex technology and integration issues, performing structured root-cause analysis to identify failure points, validate potential causes, and drive issues to the appropriate team for resolution
• Specialize in your area of focus, including but not limited to identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities and continuous learning in your area of subject matter expertise
• Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward
• Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization
• Build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship
• Ensure vendors meet contractual, operational, and service‑level commitments
• Influence & refine future development/improvements, identify gaps and recommend areas for process improvements and/or new tools for success
• Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement
• Execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status
• Perform basic and advanced triage on reported defects to validate issues, identify configuration errors, and gather necessary and/or analyze necessary logs for a resolution. Includes partnership with help desk teams for ongoing support
• Develop and execute processes that ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts

L2/L3 Support

• Be able to create, write, debug and update scripts in a variety of languages, including, but not limited to PowerShell, Python and other brand-based languages
• Demonstrate strong, hands-on, understanding of restaurant technology including, networking, POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc
• Actively source methodologies, platforms and scripts to “shift left”, moving support closer to the end user than specialized technicians
• Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization; proactively alert possible issues prior to full scale deployment of software and/or hardware

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 3+ years of relevant IT experience such as system configuration and implementation experience
• 3+ years of experience supporting restaurant, retail, or other high-volume transaction technology environments preferred, including exposure to POS, digital ordering, payments, or related platforms
• 3+ years of Experience supporting technology across geographically distributed locations
• 4-year degree strongly preferred

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the user
• Excellent verbal and written communication, with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers
• Strong organizational skills, including good project and time management skills, with a high attention to detail
• Strong partnering skills and collaboration skills
• Demonstrated experience troubleshooting complex technology issues across integrated systems, identifying root cause and driving issues through resolution
• Strong understanding of system integrations, middleware, APIs, and data flows, particularly how information moves between upstream applications, integration layers, and point-of-sale (POS) systems
• Proficient knowledge of at least one other operating system such as iOS, Android, Linux etc
• Ability to read and interpret application and integration logs, identify errors or failure points, and translate technical findings into actionable next steps
• Working knowledge of API-based integrations and common integration concepts, including data mapping, system dependencies, error handling, and service connectivity.
• Experience using automation, AI, or scripting-based tools to accelerate troubleshooting and log analysis is strongly preferred
• Ability to perform root-cause analysis (RCA) using structured problem-solving methods such as the 5 Whys, moving beyond symptoms to identify underlying technical issues
• Proven ability to triage incidents independently, determine the appropriate technical owner, and engage engineering, payments, digital, infrastructure, or third-party teams as needed
• Strong technical communication skills with the ability to document issues, articulate findings, and translate operational symptoms into clear technical requirements or defects for engineering teams
• Self-directed and intellectually curious, with a demonstrated ability to challenge initial assumptions, investigate problems independently, and drive issues to resolution with limited oversight
• Ability to operate effectively in a multi-brand, enterprise technology environment where systems, integrations, and dependencies span multiple technology teams and platforms

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,300 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.

About Us

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,400 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants across 55 global markets. In an industry facing increasing disruption, our leaders saw an opportunity to build a restaurant company unlike any other – one that brings together differentiated yet complementary brands and aims to make them stronger than they would be on their own. Found inherently in the purposes of our family of brands, we identified a common thread between our restaurants – the capacity to inspire. From guest experience to career development to community well-being, Inspire plays a role in the lives of millions of people every day. Our brands are diverse, distinctive, and fan favorites. In a sense, you could say we seek those who provide something different than the norm.