Overview

At Cracker Barrel, our mission is Pleasing People. This is evident from the moment you walk through our doors, with the first smile that greets you, from the items in our retail store to the food on the table, we welcome you home!

This is an intermediate level of the System/App Administrative role. Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship managements in partnership with Infrastructure Support, POS support, Digital, and other departments. Responsible for coaching and mentoring less experience team members and serve as a subject matter expert. Acquires in depth functional knowledge of the application(s) supported and interdependencies of systems. Researches and troubleshoots escalated computer problems, provides training, tools, and process recommendations within the department. Will be expected to participate in on-call rotation for nights and weekend escalations.

Responsibility

Identify and Troubleshoot application issues

• Provide technical and procedural application support both proactively (by anticipated usage and monitoring) or reactively by escalated incidents.

• Prioritize workload, providing timely and accurate resolutions.

• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.

• Answers questions regarding system processes, operational procedures, systems status, and downtime procedures.

Performance and Architecture

• Documentation on the architecture.

• Monitoring the machine performance - Developing the scripting to determine machine performance bottlenecks and responding to the needs. This would include developing the machine statistics to prove the needs for upgrades and budgeting for the needed enhancements.

Resolve application issues

• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.

• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.

Serve as Testing Resource

• Execute manual and automated test plans. Document and manage resolution of software (and/or related data) inconsistencies, defects and bugs found throughout the project.

• Participate in knowledge transfer to ensure better grasp of the product and domain.

Represent Production Support on company-wide project teams.

• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.

• Participate in requirement gathering phases of projects.

• Participate in knowledge transfer to ensure better grasp of the product and domain.

Implement Software

• Ensures all production changes are made in accordance with change control process, life-cycle methodology and risk guidelines.

• Monitor logs to ensure successful implementation

Third Tier Escalation Support

• Provides third tier escalation support to all systems by actively leading to determine root cause for all system, data, and software support issues.

• Evaluate systems to determine the cause of problems. Develop solutions to problems and ways to improve system functionality.

• Partner with all business areas to create system reports as needed.

Qualifications

Experience and Education

• Bachelor's Degree in Information Technology, business, or related field or equivalent work experience in information services.

• 3 - 5 years computer operations, computer programming, or production support experience; or equivalent combination of education and experience.

Knowledge and Skills

• Experience with the specific operating systems, applications in use (QSR Solutions, OLO, D365, CrunchTime)

• Technical knowledge of Information Systems including troubleshooting and support, systems development concepts and quality assurance testing processes.

• Experience with Jira, Confluence, and Microsoft Office and Teams

• Experience with scripting and programming of utilities for systems administration

• Experience with networking architecture, security administration, user applications, and operating systems

• Strong organizational and prioritizing skills

• Excellent written and oral communication skills.

• Experience configuring and maintaining routers and switches

• Experience supporting multi store operations

• Ability to troubleshoot problems, complete root-cause analysis, and recommend solutions

• Possibly work off hours/weekends/holidays supporting end users

Working Environment

This is a hybrid role at our Home Office, a mix of onsite and remote work

NOTE: Racism, either overt or perpetuated through unconscious bias, has no place at Cracker Barrel Old Country Store, and both our Mission and People Promise are firmly rooted in the principle of valuing what everyone brings to the table. Our employees work hard to ensure that our brand, which is grounded in genuine hospitality and nostalgia, represents only what is good about those things. While our décor and food may harken back to earlier times, our inclusive culture and beliefs about equality and diversity do not.

Take the Next Step

Connect With Us! (https://officecareers-crackerbarrel.icims.com/jobs/52287/systems-application-administrator/job?mode=apply&apply=yes&in_iframe=1&hashed=-336176107)

In compliance with federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law. Qualified applicants are considered for employment according to the laws of the respective state of employment. If you feel this policy has been violated, you may report such instances to the Employee Relations Department online ( http://www.crackerbarrel.com/contact-us/employee/ ) or toll free at 1 800-333-9566.

Cracker Barrel does not unlawfully discriminate in hiring. If you are interested in applying for a position and need a reasonable accommodation during the application process, please contact (1-800-333-9566) so that we can work with you to reasonably accommodate you. Note that individuals who have any hearing impairment will be reasonably accommodated in the application process.

City/State US-TN-Lebanon

Location 307 Hartmann Drive

Category Home Office

Address Home Office

Location : Postal Code 37087

In compliance with federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law. Qualified applicants are considered for employment according to the laws of the respective state of employment. If you feel this policy has been violated, you may report such instances to the Employee Relations Department online (http://www.crackerbarrel.com/contact-us/employee/ ) or toll free at 1 800-333-9566.

Cracker Barrel does not unlawfully discriminate in hiring. If you are interested in applying for a position and need a reasonable accommodation during the application process, please contact (1-800-333-9566) so that we can work with you to reasonably accommodate you. Note that individuals who have any hearing impairment will be reasonably accommodated in the application process.