IT Support Specialist
Chick-fil-A Corporate Support Center
Job Overview
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Job Description
About the Role
Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first.
Our Flexible Futures Model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Overview
The Chick-fil-A Support Now Senior Specialist position requires strong technical troubleshooting, problem-solving and communication skills to support Restaurants and Customers across the United States, Canada and Puerto Rico. Support Now’s Application Support & Problem Management (ASPM) team is a dynamic group of Senior Specialists that serve as the Subject Matter Experts (SME), supporting items such as: point-of-sale software and hardware, mobile ordering, kitchen production, financial applications, supply chain, scheduling applications and online & digital applications for the Support Now department. They lead their assigned area by providing application management, knowledge management, training, coaching, and ticket escalations. They also partner with IT, Marketing, Legal, and other teams to stay informed of new products and updates and to help resolve issues quickly and effectively. In addition to application support, the ASPM Team serves as Support Now’s leader for Problem Management during outages/wide-spread issues that impact restaurants and customers.
We are looking for friendly, enthusiastic people who enjoy building relationships through serving others. You must be motivated, have a curious mindset, work well under pressure, a self-starter and willing to provide second-mile service through troubleshooting, communication and relationship building. Our support desk environment offers cutting edge technology, an on-site mock restaurant training facility, a professional work culture and many perks above other help desks.
Responsibilities
- Own and manage case/incident escalations from support operations to ensure timely resolution
- Evaluate all major case proposals and recommendations
- Manage problem tickets through the lifecycle including identifying the root causes and future prevention
- Discover problems proactively through proactive monitoring, reporting and analysis
- Review reports with all DTT (Digital Transformation and Technology), marketing, legal, etc.. teams to ensure priority is given to production support issues
- Lead Weekly/Monthly meetings with partners to build strong relationships and discuss trends to avoid future issues
- Advocate on behalf of restaurants and customers by identifying trends, conducting problem analysis, and gathering feedback for process and system improvements
- Create, publish, and update knowledge articles by being a Knowledge Domain Expert for assigned areas
- Provide strategic direction, support and reporting for tests and pilot rollouts
- Track impact of new IT initiatives on support and operations by working closely with project managers, business analysts, and change management coordinator
- Assist in establishing and maintaining process and technical documents
- Provide periodic training for new hires and refresher training for existing staff in respective area of expertise
- Provide technical and troubleshooting coaching and mentorship to Agents and Specialists
- Participate and/or lead special projects as assigned
- Participate in professional group meetings to stay abreast of new trends and innovations in the field of technology
Key Skills/Competency
- IT Support
- Troubleshooting
- Problem Management
- Application Support
- Customer Service
- Technical Support
- Incident Management
- Knowledge Management
- Coaching
- ServiceNow
How to Get Hired at Chick-fil-A Corporate Support Center
- Tailor your resume: Highlight troubleshooting, problem-solving, and communication skills relevant to IT support and application management. Emphasize any experience with POS systems, mobile ordering, or digital applications.
- Showcase your 'Servant Spirit': Demonstrate a customer-centric approach and a willingness to go the 'second mile' in your application and interview responses.
- Prepare for technical questions: Be ready to discuss your experience with technical troubleshooting, specific software (like ServiceNow or Datadog if applicable), and problem management methodologies.
- Highlight collaboration: Provide examples of how you've worked effectively with cross-functional teams (IT, Marketing, Legal) to resolve issues and drive improvements.
- Express enthusiasm: Convey your positive energy, motivated attitude, and curious mindset, which are key traits for this role at Chick-fil-A.
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