Digital Operations Analyst London, England
Job description
Job Purpose and Mission
The Digital Operations Analyst contributes to the success of Technology Operations and vendor performance across EMEA Technology Operations. The role supports all operational and customer focused services and underlying technology to ensure overall service operations by EMEA Technology and external vendor partners is fit for purpose and managed effectively resulting in customer satisfaction and loyalty.
Contributing to the support and operation of platforms and services (typically digital technology, communications and applications) required to deliver technology services and products to meet the needs of Starbucks EMEA. This includes preparation for new or changed services, contribution to the change process and the monitoring of systems and services.
The Digital Operations Analyst will develop subject matter expertise in Starbucks Digital platforms and services, investigate, analyse, and review new technology and existing systems in partnership with senior analysts, technical resources, and business partners.
Key Job Dimensions & Scope of Role
- EMEA
- Individual Contributor
- No direct reports
- Travel may be required
- Not responsible for budgets
- Monday – Friday, 37.5 hours per week
Summary of Key Responsibilities
- Review and investigate the required tasks / process to determine business opportunities, specify and document effective business processes and technology services/products.
- Analyses current processes, tools, system, database and services to make recommendations for development, improvement or simplification. Acts as a subject matter expert in cross-functional teams to provide recommendations on new initiatives or projects. Assesses benefits to be derived from systems improvements and quantifies impact to business unit.
- Collaborates with business group management to develop appropriate training materials to support the needs of the functional area.
- Gathers and documents business requirements. Helps design and develop new and improved processes, tools and system enhancements to support business unit requirements.
- Maintains the integrity and the functionality of business unit systems or services by performing relevant system and database maintenance. Monitors system performance; analyses problems and recommends solutions. Researches, design and schedules standardized reports or create Adhoc reports or data queries to support the business unit.
- Defines, plans and justifies (in business terms) projects to develop/implement automated and non-automated components of new or changed processes or services.
- Develops recommendations and coordinates issue resolution with Technology and outside service providers based on business unit priorities. Documents and communicates problem resolution.
- Takes responsibility for investigative work to determine business opportunities and specify effective business processes or services to enhance enable technology solutions.
- Works with management in establishing the contribution that technology can make to business objectives, defining strategies and agreeing and prioritising high-level requirements.
- Actively working with licensees across EMEA to support them with the technology in their business, helping to manage cost and services.
- Acts as an advocate for Starbucks, ensuring the technology provision meets the strategic objectives of the business unit.
- Candidate would have firm understanding of retail technology POS, payment processing, and retail network & telecoms.
- Candidate should have a sound understanding of the ITIL framework and process, Able to manage high priority/critical incident, work with problem management to identify root cause, aid knowledge management to update resource material, and facilitate change management protocols.
Key Contacts/Relationships
- Operational and functional contacts for the products/services they are responsible for: Technology vendors, internal and external stakeholders, and licensees.
Knowledge, Skills and Experience
- Strong understanding of Retail Technology
- Strong understanding of mobile and digital technology
- Good understanding of Oracle Symphony platform
- Proficiently troubleshoot and problem solve complex technical issues.
- Able to coordinate manage high priority and major incidents.
- Excellent time management and workload planning
- Strong analytical and reporting skills
- Author and manage technical documentation.
- Ability to communicate clearly and concisely, both orally and in writing
- Ability to work cross-functionally and in a matrixed organization.
- Ability to build vendor relationships.
- Excellent customer service skills
- Good understanding of invoicing and billing process
- Strong understanding of technology Operations and ITSM
- Clear understand of ITIL principles and ITIL certification.
- Proficiency in Microsoft Office Suite
This job description is only a summary of the typical functions of the role and is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties that may be required. Management reserves the right to amend the responsibilities, tasks, and duties of the jobholder as dictated by business requirements.
Starbucks is committed to building an inclusive and diverse workforce . All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.
