Technology Operations Senior Analyst - Back Office Systems - Arby's

The Senior Technology Operations Analyst plays a key role in delivering high‑quality operational support and technology execution within a defined area of focus. This role ensures reliable service delivery by coordinating tasks through established processes, runbooks, automations, and AI‑assisted workflows. As specialization deepens, the Senior Analyst identifies improvement opportunities, supports capability optimization, and develops a growing understanding of how technologies operate across the broader organization. The position serves as a primary contact for assigned technologies, partners closely with vendors, and contributes to roadmap discussions and continuous improvement efforts. Responsibilities include proactive issue identification, defect triage, ITIL/SDLC execution, and ensuring readiness for QA/UAT. The Senior Analyst also mentors junior team members, communicates effectively with stakeholders, and consistently upholds high quality standards to drive strong business outcomes for Inspire Brands

RESPONSIBILITIES

• Effectively coordinate and complete all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes.
• Begin specialization in your area of focus, including but not limited to identification of potential gaps & process improvement opportunities.
• Effectively communicate with stakeholders to prevent errors, ensure success, and manage expectations.
• 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.
• Develop an understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization.
• Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship. Serve as the primary contact for owned technologies, internally and externally.
• Foresee issues and take proactive action to prevent errors and incidents. Influence future development/improvements, identify gaps and recommend areas for process improvements and/or new tools for success.
• Mentor junior team members to prepare them for growth opportunities and ensure success throughout the employee lifecycle.
• Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement.
• Manage & execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status.
• Perform triage on reported defects to validate issues, identify configuration errors, and gather necessary logs for senior team members. Including partnership with help desk teams for ongoing support.
• Review for accuracy and ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts.

BACK OFFICE EXPERIENCE

• Partner with the brand marketing team, operations team and shared services organizations.
• Create assignments (including runbooks) that ensure compliance with the best practices of the brand and the capabilities of the Back Office platforms.
• Demonstrate strong operational understanding of BOS hardware, software and integrations such as reporting, payroll, POS, inventory, tablets etc.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Desired: Bachelor’s Degree

• Four to seven years of progressive, relevant IT experience such as POS system configuration and implementation experience
• Experience with Microsoft Operating Systems and associated software such as Microsoft Office
• Experience with ITSM frameworks such as ITIL
• Practical experience in building business and technical requirements
• Expert knowledge of relevant applications and technical platforms

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Excellent customer service skills. Must be empathetic and continually solving problems with the user's best interest in mind
• Excellent verbal, and written communications and presentation skills with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers
• Extremely well organized (including good project and time management skills) and high attention to detail
• Collaborate strongly with business partners, generally a combination of individual contributors, managers, directors and occasional vice presidents, through a service mindset
• Proven track record of supporting mixed environments of franchised & company-owned operations
• Experience in supporting junior team members when you are not in a leadership position

 

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 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.