Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

As a Sr. Lead Advisor on the Support Now Strategy & Transformation Analytics team, you will influence our success through your stewardship of analytics across the department. Combining knowledge of data, analytics, and the business, you will partner with the department to understand their needs and identify and scope out opportunities where analytics can support their actions and decision making. In addition, you will help shape the overall analytical strategy for Support Now.

• Know and apply advanced knowledge of data engineering, analytical methodologies, and Support Now functions to identify meaningful opportunities for analysis.
• Plan and maintain project backlogs and reporting environments across the department.
• Partner with multiple functions to create an analytics strategy including gathering analytical requirements, defining KPIs, and scoping out deliverables using wireframing techniques.
• Independently direct the delivery of analytical projects across numerous technical stakeholders.
• Act as a liaison across Support Now, Enterprise Analytics, and Digital Transformation stakeholders with substantial latitude to facilitate the delivery of analytics outcomes.
• Build trusted relationships with multiple functions to influence analytically informed changes in procedures.
• Facilitate the adoption of analytical outcomes through the creation or user testing criteria and other change management activities.
• Serve as a source of analytical leadership and consultation to co-workers.
• Develops and grows data and analytics expertise and techniques within the Support Now department
• Stays abreast of new data and analytics methodologies, techniques and strategies .
• Teaches and develops others around data and analytics as needed.
• Presents internally or externally to others regarding their expertise and technical knowledge.
• Assist with the oversight (including assistance with financial and/or budgetary management) of outside partners and professionals to effectively deliver outcomes and results.

• Bachelor's Degree in Business, Statistics, Analytics, Engineering, or other Mathematics related fields
• 5 years in analysis, information science, project management, consulting or other relevant field preferred
• Demonstrated ability to produce scalable and repeatable analytic processes
  
• Proven proficiency in project and/or program management (both agile and waterfall)
  
• Experience with relationship management across multiple stakeholders
  

• Master's Degree in Business, Statistics, Analytics, Engineering, or other Mathematics related fields
• 7 years in analysis, information science, project management, consulting or other relevant field preferred
• Experience using Confluence for data/process documentation
  
• Proficiency in working with relational databases and query authoring (SQL)
  
• Data visualization experience with Tableau or PowerBI preferred