Restaurant Systems Analyst

Cooper's Hawk Winery & Restaurants was created with the inspiration of bringing the Napa Valley experience to all of America, by combining an elegant tasting room with a polished casual restaurant and scratch kitchen. Cooper's Hawk wines have won hundreds of awards and are the Official Wines of the Screen Actors Guild® Awards. We are built upon the belief that food and wine hold the power to forge a COMMUNITY, and with the world's largest wine club membership, we are paving the way to democratizing the good life!

The Restaurant Applications Administrator will provide first and second tier application support for Cooper’s Hawk Point of Sale system, along with technical support for the variety of restaurant applications, such as Online Ordering, Reservations Management, Scheduling Management and integration of guest facing applications at Cooper's Hawk Winery and Restaurant. This position will be responsible for providing remote and on-site support for restaurant applications by resolving issues in a complete and timely manner.  Tasks include responding to user requests, troubleshooting, configuring restaurant level systems, replacing hardware in the restaurants, including configurations and upgrades, along with daily operational functions required to support restaurant systems and related integrations. This position will be based at our Restaurant Support Center in Downers Grove, IL.

Primary Responsibilities:

• Provide lifecycle management for in-restaurant hardware and restaurant applications including Oracle MICROS Point of Sale, Restaurant Inventory, Reservations Management, Labor Scheduling
• Responsible for the ultimate integrity of the POS system and adjacent applications and maximizing the overall usefulness of the system for a variety of users.
• Complete updates to POS configuration such as menu item updates, pricing, and printer routing
• Execute Setup and Removal of hardware/software as needed
• Serve as subject matter expert in the Business Applications used at the restaurant
• Provide Tier/Tier 3 support requests including configuration, installation, and ongoing maintenance of workstations, business applications, printers as needed.
• Identify and resolve SaaS and application issues with venders and internal teams
• Support ongoing operational processes such as restaurant openings, training, and menu rollouts
• Respond to all tickets and inquiries in a manner respecting the company’s vision and values
• Guide all tickets to completion and timely resolution, escalating as necessary
• Participate in restaurant technology purchases and upgrades including selection, testing, implementation, and ongoing support
• Provide end user training related to business applications as needed
• Partner with business owners to define and implement changes
• Create testing plans and coordinates the testing and delivery of a solution to meet business needs
• Writing Support Knowledge Articles, How-to Documentation, and process and procedure task list
• Create procedural documentation for new processes and maintain existing documentation when changes made to the process or environment

SKILLS & OTHER REQUIREMENTS:

• Must represent Cooper’s Hawk values
• Bachelor’s degree in Computer Science or IT or equivalent experience
• Minimum 3-5 years’ experience configuring, coding and administering IT SaaS or coded applications
• Working knowledge of Windows operating systems
• Working knowledge of network communication hardware and protocols
• Experience with SQL, database development, SFTP and data ETL processes
• Experience troubleshooting basic connectivity issues with PCs and networks
• Excellent customer service experience, passion for helping others
• Excellent technical and business verbal and written communication skills
• Strong organizational, time management, and prioritization skills
• Open, visible, and approachable with persuasive communication skills, both verbally and in print
• Effectively communicate highly technical and constantly changing technology in nontechnical business terminology

OTHER SKILLS /ABILITIES: 

• Excellent customer service experience, passion for helping others
• Excellent verbal and written communication skills including face to face, written, or via phone
• Strong problem solving and troubleshooting skills
• Strong organizational, time management, and prioritization skills
• Open, visible, and approachable
• Ability to effectively translate technology into nontechnical business terminology
• Extensive communication through telephone, e-mail and in-person communications
• Ability to work independently under tight deadlines, manage and prioritize own workload, and escalate when appropriate
• Willingness to travel to local restaurants and occasional overtime travel to support new restaurant openings

Cooper’s Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper’s Hawk.     

Cooper’s Hawk is an equal opportunity employer.  All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.     

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.