Operations Systems Specialist

Do you thrive on details and get all warm and fuzzy inside when systems are running smoothly and efficiently? If so, Head Office is looking for you!

Earls Kitchen + Bar is hiring an Operations Systems Specialist to join our Technology team. The person best suited for this role has a keen eye for detail and technical experience – supporting menu rollouts, POS configuration, and restaurant systems for 70+ stores requires a high level of multitasking and efficiency. This is a crucial role, as you will be responsible for a large part of our guest experience.

Please note:

This role has an on-call rotation once every 3 or 4 weeks per month, when you will be on-call after work hours for the whole week to support with mission-critical issues.

Role Responsibilities

Contribute to the ongoing research, analysis, and benchmarking of Operations Systems within the external marketplace with a mindset of continuous improvement.

Champion continuous learning and sharing - specifically contribute to the ongoing development of the team by ensuring documentation for relevant systems and processes is current.

Support, lead, and execute cross-functional Operations and Technology-driven projects related to the systems the Operations System team supports, including:

Assisting in the creation of business cases for new initiatives, including cross-functional input from stakeholders

Helping in the creation of requirements based on creating business value

Aiding in ongoing stakeholder communication

Identifying project risks and mitigation strategies

Serve as the Quick Service Restaurant (QSR) specialist within the Operations Systems team, overseeing and optimizing Back-of-House (BOH) systems across all store locations.

Oversee the store payment platform operations, leading continuous optimization initiatives, feature rollouts, and software updates to enhance transaction efficiency and security.

Support and coordinate Operations Systems deployment, testing, and go-live readiness for New Store Openings (NSOs) and major store renovations.

Plan, coordinate, and execute hardware upgrade initiatives across store locations, ensuring minimal operational downtime and compatibility with core systems.

Triage and respond to tickets to support our Operations team and monitor and hold teams accountable to our Service Level Agreement targets.

Act as an escalation point for Operations Systems Coordinators and fellow Technology team members, leveraging expertise and judgment to resolve tickets.

Provide off-hours support as required.

Support new restaurant openings across North America remotely and in-person as needed.

Qualifications

3+ years of progressive experience within restaurant operations, IT support, or system administration.

Hands-on experience and technical proficiency with core enterprise restaurant systems, including POS platforms (Simphony), Kitchen Display Systems (QSR), Inventory Management (Crunch Time), and 3rd-party delivery integrations.

Fluid knowledge and comfort around technology fundamentals, with proficient skills in Google applications and Microsoft Office (Word, Excel, and PowerPoint).

Demonstrated leadership in creating, standardizing, and maintaining system documentation, SOPs, and team training materials.

Proficient across Windows, macOS, Android, local network troubleshooting, and productivity platforms (Google Workspace, Microsoft 365).

Excellent organization and analytical skills with the ability to manage multiple priorities in a fast-paced environment and deal with challenging issues.

Strong written and verbal communication skills.

Quick learner who enjoys new challenges and is coachable and open to direction.

Self-interest in keeping abreast of technology and industry best practices

A degree or diploma in Information…