From the beginning, Starbucks set out to be a different kind of company. One that not only 

celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. 

 

This position contributes to Starbucks success by supporting the Technology Major Incident Response team and global process delivery in support of Service Management/Technology Operations initiatives. The Major Incident Response team provides 24x7 support for widespread technology outages in North America and leads the global process delivery of Major Incident Management. 

 

As a systems analyst senior, you will be responsible for supporting the day-to-day operations, support of system outages, and drive the delivery of global support processes. This role requires expertise in requirements analysis, cross-functional solution design, and process improvement coupled with the demonstrated ability to collaborate and effectively influence across various IT and business functions. In addition to supporting the delivery of new process, technology and the enhancement/support of existing process or systems, an effective systems analyst senior contributes technical, functional, and process expertise, provides thought leadership, and drives innovation, negotiates and facilitates alignment, and fosters the development of less-experienced analysts. 

 

 

The ideal candidate is very knowledgeable with ITSM and is experienced in IT Incident Management processes with a proven track record to resolve critical impacting incidents affecting IT Services. They have six or more years’ experience working with ITSM processes in a large multi-regional company and 10 or more years Information Technology experience. They have obtained at least ITIL foundations, and they can collaborate quickly with multiple levels of management and be technical enough to collaborate with other technical subject matter experts. 

 

Summary of Key Responsibilities 

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

 

Major Incident Support 

Provide 24x7 global support of critical systems in a rotating on-call environment  Ensure timely, clear communication regarding service disruptions with the appropriate stakeholders.  Coordinate support efforts through incident command and control bridge.  Scribe and record details and timeline of key elements during Major Incident bridge calls.  Adhere to incident processes and procedures.  Interface with other processes ensuring resources are sufficient and properly allocated.  Ensure incidents that are not immediately resolved are appropriately escalated to service owner. 

 

Process Improvements 

Collaborate and support initiation efforts by assisting in the definition of scope and the development of work plans, estimate, and timelines.  Assists requirements elicitation, user story creation, and backlog grooming for medium-high complexity cross functional projects.  Utilizes techniques to assist business and process design and re-engineering for medium-high complexity cross functional projects.  Coordinates across teams and leverages relevant process and technology proficiency to propose options and recommended solution(s).  Identify and assess improvement opportunities (productivity/efficiency gains, cost savings, etc.).  Assists functional design development utilizing user centric design techniques for medium-high complexity cross functional projects. 

 

Required Knowledge, Skills, and Abilities 

Ability to model exemplary customer service techniques  Ability to communicate clearly and concisely, both orally and in writing  Ability to establish cross-functional, collaborative relationships with business and technology partners  Ability to deal with ambiguity  Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.  Ability to use business knowledge, sound judgment, and resourcefulness to assist in the design and deploy highly reliable, complex, and scalable global technology solutions.  Working knowledge of all facets of systems development and operations.  Knowledge of information technology, process development methodologies and practices  Prefer experience working in projects that are geo-located 

 

We’d love to hear from people with: 

7+ years’ IT Service Management or customer support environment supporting various hardware and software.  3 years’ continuous improvement mindset resolving complex problems and improving business results.  3 years’ demonstrated ability to work successfully in a fast-paced, cross functional team environment. 

 

 

 

From free coffee to competitive pay, Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock. What’s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details. 

 

 

If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.

 

Join us and inspire with every cup. Apply today! 

 

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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 applicantaccommodation@starbucks.com.