Restaurant Technology Escalation Consultant

3 weeks ago

Toronto, Canada McDonald's Canada Full time

**Company Description**
At McDonald's, we are committed to being the best, and that starts with finding the best people. We have built a team of extraordinary people from around the world. We are problem solvers, risk takers, innovators, and thought leaders that take our work seriously, but have fun doing it. We challenge ourselves to get smarter and sharper every day, we value personal and professional growth, and believe in rewarding and celebrating our successes.
**Job Description** Position Title**:Restaurant Technology Escalation Consultant
**Department**:Technology
**Position Band**:Supervisory/Consultant (Global Grade 3)
**Type of Position**:Full-time, Permanent

**The Opportunity**
How would you like to work for the #1 quick service restaurant operation in the world? The Technology team is hiring a Restaurant Technology Escalation Consultant.

The Restaurant Technology Escalation Consultant is responsible for centralizing and focusing the efforts, coordination and communication surrounding our Technology Escalation processes. Improving the quality of our technology services via a targeted emphasis on prioritization, recovery and minimized down-time for key technologies in our restaurants will be critical in this role. This role also directly supports the organization's operational objectives, allowing the restaurants to focus on the guests, not the technology in the restaurants.

**Principal Accountabilities**:_In addition to following McDonald’s policies and procedures, principal accountabilities include, but are not limited to:_
- Management, tracking and reporting of Restaurant Technology Escalations raised by Corporate or Restaurant personnel
- Communication and coordination of the technology escalation process
- Management of high profile escalations, incidents and major incidents
- Communication across the organization, within the restaurant and corporate spheres
- Responsible for monitoring, assessing and prioritizing issues related to daily deployment activities
- Coordination and oversight of activities assigned to Technology Deployment support analysts
- Direct contact with Corporate and restaurant stakeholders regarding issues, next steps and resolution

**Qualifications**
- Bachelor's degree or advanced degree in Computer Science or relevant experience.
- Minimum 5 years’ related experience within Retail/QSR; experience within Technology is an asset.
- _ Collaborative and communication skills: _Excellent written, oral, interpersonal, and presentation skills and the ability to effectively interface with management, staff, and external partners.
- _ Innovative problem-solving skills: _Critical thinker and ability to escalate when assistance is needed in a timely manner.
- _ Project management experience:_ Organized with the ability to make critical decisions to execute project activities without error. Detail oriented with the ability to work independently, and with others in the context of a team. Ability to develop processes to ensure the right steps are taken to deliver high-quality deliverables.
- Comfortable working within a cross-functional team environment, as well as collaborating with and advising stakeholders at all levels, both internally and externally.

**Additional Information

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