Supervisor - Issue Management, US Restaurant Technology

Job 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 3

Ds (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’sGlobal Technology Technical Blog () to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.

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.

• 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 elevate 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 elevate 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

• Understanding what constitutes an incident trend, monitor, and elevate as needed

• Strong reporting capabilities with the ability to drive strategy with data and identify opportunities to drive product improvements. Familiarity with Service Now, Power Bi, 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 take 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

• College education or 2 years of restaurant technology experience preferred

• Experience in McDonald’s restaurant technology preferred

• Experience…