Job Purpose and Mission

This job contributes to Starbucks success by managing the delivery of Technology services to the Starbucks EMEA business that will help to improve profitability, reduce costs, streamline operations & enhance the customer experience. The Senior End User Technology Analyst will focus on the delivery and improvement of operational IT services, IT infrastructure and project support for our EMEA offices and end users. With particular focus on driving efficiencies and improvements to the end user experience and responsible for the day-to-day management of relevant vendors ensuring SLA’s and required standards are met.

Summary of Key Responsibilities

• Leads support for EMEA Technology team and the business for complex market specific End User tasks & activities.
• Manages the resolution of a range of complex problems independently and through vendors, acts as technical contact for other in market analysts and Tech Bar engineers.
• Responds to end user support needs and management requests in line with industry standards and changing business demands. Acts as the main point of contact for in market EMEA LT support enquiries and non-BAU requests. Act as an ambassador for EMEA Technology by delivering a world class Technology experience to all customers.
• Using a higher level of knowledge and skills effectively as a subject matter expert. Ensures knowledge bases are reviewed and updated in line with new technology deployments.
• Builds knowledge of the organisation, processes and customers ensuring all work is delivered in accordance with Starbucks corporate standards and policies, whilst seeking opportunities to enable and improve the end user experience.
• Delivers third line support for End User Technology SNOW queues and mailboxes. Helps optimize support processes using extensive technical knowledge to ensure the best possible End User experience.
• Support the Tech Op’s management team to create Corporate Technology roadmap for support centre offices and partners.
• Manages the delivery of Technology communications to the business and vendors when required.
• Manages the planning, testing and implementation of End User Technology projects and related tasks for EMEA.

Key Job Dimensions

• No direct reports
• Day-to-day contact with Technology Analysts & Tech Bar Engineers

Decision Making Responsibility

• Regularly liaises with line manager on key decisions and developments.
• Consults with line manager on implementation, delivery and timing of project work.
• Any expenditure to be agreed with line manager.
• Escalate complex issues as required to ensure effective resolution.

Knowledge, Skills and Experience

• Minimum 4 years of experience in End User Support within Starbucks / or similar external experience
• ITIL foundation qualification is a benefit
• Understanding of network fundamentals
• Understanding of Microsoft Windows and Office environments
• Good understanding of MAC OS required
• Understanding of mobility environments (iOS, Android)
• Ability to work in process-oriented manner
• Experience of systems implementation is a benefit
• Accustomed to working within set processes
• Overall strong IT skills and an affinity for Technology
• Knowledge of Corp tech infrastructure: servers/patching
• Formal training courses in networking, Microsoft operating systems beneficial

Additional Information

• Some business travel may be required.

This job description is only a summary of the typical functions of the role and is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties that may be required. Management reserves the right to amend the responsibilities, tasks, and duties of the jobholder as dictated by business requirements.

Starbucks is committed to building an inclusive and diverse workforce . All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.