Systems Analyst I

Seattle, WA

As a systems analyst I in the Tech Café, you represent Starbucks Technology to the rest of the enterprise. Everything we do honors the connection that our store partners make with our customers millions of times each week. To frequent visitors, you are a reliable resource who knows their name. To others, you may be the first or only impression of the Starbucks Technology organization. You provide on-demand support to employees (we call them Partners) - you don't know what to expect, but you look forward to new discoveries and challenges each day. As you continually demonstrate outstanding customer service, empathy, and business awareness, you earn the trust of customers and fellow team members. The work you do empowers Starbucks Partners in our Seattle Support Center and beyond using the Virtual Tech Café to deliver the Starbucks experience, innovate for customers and partners around the world with meaningful solutions, and elevate the Starbucks brand.

Empower users to do their best work and focus on the right activities by providing world-class technical support, training, and guidance. Clear barriers to efficiency, advocate for the user when they need a better solution, and share emerging tools that drive our global workforce. As part of a small, collaborative, and dynamic team, you will quickly develop expertise across a wide range of Starbucks systems and a deeper understanding of the relationships between business units and our global technology teams.

As a member of the Tech Café team, you’ll provide support to all Starbucks partners. You’ll need to be efficient, responsive, and technically adept to support these users in a timely manner. Discretion is important in all aspects of your work. Digital devices are our lifelines – and conduits for communication. You are a trusted member of a small team. Humility, care, and respect are threaded throughout the green apron service that you’ve been tasked to provide.

Summary of Key Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

Represents Starbucks Technology by providing world-class in-person customer service, technical support, and training.
Responsive and communicative
Communicates clearly and professionally especially in verbal, written, and digital formats.
Supports trend and incident analysis, solution support, and process improvement initiatives.
Reduces return visits for technical support by training users and/or teams how to prevent issues in the future.
Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner.
Models and acts in accordance with Starbucks guiding principles.

Summary of Experience

2+ years of relevant technical support experience
1-3+ years of experience with Windows support in an enterprise environment
Familiarity with macOS
2-3+ years of customer service experience
2+ years of experience with mobile device support with iOS and Android.

Required Knowledge, Skills, and Abilities

Strong people skills and welcoming face-to-face demeanor
Ability to communicate clearly and concisely, both orally and in writing
Analytical and problem-solving skills
Ability to quickly learn new systems and technologies
Knowledge of basic troubleshooting methodologies
Natural ability to demonstrate empathy and compassion while serving customers and staff.
Adept at maintaining composure and focus on the customer

Production support:

Primarily focused on walk-up support and Virtual Tech Café
Working trouble tickets, and escalating to other teams according to priority and required expertise - completing resolution within SLA.
Develops system proficiency and builds subject matter expertise through issue exploration, troubleshooting, and root cause analysis.
Coordinates and drives issue resolution within the team and cross-functionally, effectively communicating with end-users and team to gather information and convey status.
Maintains clear and thorough documentation on inquiries and troubleshooting performed.
Identifies trends and works cross-functionally to ensure timely communication of impacted systems.
Uses query tools with ad-hoc queries for mass data analysis and operational reports.

Leadership:

Receptive and responsive to coaching and guidance from leaders and more experienced analysts. Seeks input and support as required.
Self-directed; is successful with minimal direction from more senior analysts, providing escalation when necessary.
Partners with business teams, responding quickly and thoroughly to issues and requests.
Provides constructive input and perspective to team conversations.

Solution Delivery:

Gathers, analyzes, and documents solution requirements.
Efficiently assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.)
Supports solution testing and delivery efforts.
Works with team, vendors, service providers, and engineering teams to balance inventory needs, procedural effectiveness, and service delivery.
Utilizes Agile delivery methodologies and participates on scrum teams in execution of solution delivery projects.
Considers overall user technology experience in thoughtfully designing engaging solutions.

Starbucks and its brands are an equal opportunity employer of all qualified individuals.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@starbucks.com