Analyst, Restaurant Technical Support- Level 2
Information System
Dallas, TX
March 12, 2025
Analyst, Restaurant Technical Support - Level 2
Dallas, TX
What does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special. Life is short. Work happy.
At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community. Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results: Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits.
Brinker International is an equal opportunity employer; we foster an inclusion environment that promotes respect, diversity of thought and success for all.
Job Summary
The Level 2 Analyst is responsible for supporting all technical services within the restaurant as well as supporting the related IT Services above restaurant. This role owns the restoration of service (ROS) for incidents that are either escalated from the Level 1 support function or are directly assigned to Level 2 due to the complexity of the issue. This role is critical to maintaining the stability of IT Services within the restaurant.
Your Key Job Functions
• Receive and work incidents escalated by the Level 1 function
• Receive and work incidents assigned through automated work flows
• Work to drive the Left Shift of incidents through creating knowledge base articles and training for Level 1, introduction of Event Management and by eliminating the root cause driving recurring incidents
• Periodic review and update of the articles contained in the Level 1 knowledge base
• Utilizing a knowledge base article (KBA) from the Knowledge Management System attempt to restore service
• Create draft KBA proposals for new or enhanced knowledge articles
• Where service cannot be restored pursue possible work-arounds to mitigate the impact of the issue
• Primary owner of the quality and content contained within the Known Error Database
• Assist in driving the Service Delivery Package (SDP) for the delivery of new or significantly changed IT Services
• Fulfill all restaurant related service requests submitted by the restaurant and finance teams
• Coaching and mentoring the Level 1 analyst on problem solving and incident documentation opportunities
What You Bring to the Team
• Foremost is understanding what great service looks like and the heart for delivering high service levels to our restaurants
• Analytical thinking with strong problem solving skills
• Comfortable operating with a constant sense of urgency
• Strong phone skills
• Effective technical writing skills
• Ability to collaborate and function within a team environment while also being able to work standalone to restore service
• Comfortable navigating within a windows operating system's file structure
• Comfortable with navigating the Configuration Management Database (CMDB) to identify technical relationships including upstream / downstream impacts
Why Brinker
We offer a competitive benefits package including medical/dental/vision, life insurance, paid vacation/holidays, and 401(k) with company match and generous dining discounts. Every team member working at the Restaurant Support Center (aka Brinker headquarters) is eligible for annual bonus potential.
Our campus includes an onsite gym plus opportunities to increase your wellbeing with onsite Yoga and boot camp programs. Work/Life/Fun balance in a casual and collaborative work environment! Team members enjoy company-wide events and celebrations. Regular volunteer opportunities with our community give back programs.