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The Restaurant Systems Development & Support Engineer works under the direction of the team’s Business Relationship Director. The role acts as a subject matter expert in the development, configuration, support, and deployment of new initiatives and existing products/systems. The role will oversee and execute enhancements, upgrades, updates, and patches (if applicable) for both Red Robin Gourmet Burgers and Red Robin Express.
In this role, you will work closely with Business Solution Architects, Project Managers, Vendors, other members of the IT department and internal business stakeholders, to ensure the new implementations and/or enhancements are completed successfully and on time. The Restaurant Development & Support Engineer must communicate specifications and requirements to all involved with the development of a product/system to ensure understanding of expectations as defined by engineering specifications.
The main emphasis of the role is to be the subject matter expert on systems and solutions within the IT Restaurant Operations BRD team. Solutions such as, but not limited to, existing restaurant Back Office Systems, Point of Sales (BOS/POS configuration(s), Olo (online ordering), Credit Card Processing, PCI, KDS, DineTime, Ziosk, PlayerLync, Watson, Crunchtime and other solutions and systems as applicable. The role is responsible for identifying, researching, diagnosing production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content. In addition, this role will provide level three (L3) support and ensure new or enhanced solution is running effectively and production issues are addressed according to organizational defined SLA’s.
The role is a very collaborative one as it will require continuous interaction within the multiple areas within the IT department but also with internal and external stakeholders as it relates to configuration, testing, implementation and overall stakeholder satisfaction.
Duties Include:
• Act as subject matter expert during the deployment of new initiatives, enhancements, upgrades, patches into test environments
• Ideating, prototyping, developing and commercializing new or improved products that solve business needs
• Must work through an Agile process which includes: maintaining Product Backlog, attending backlog grooming sessions and daily standups.
• Participate in new idea generation process
• Identifies, researches, diagnoses production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content.
• Provide frequent and timely communication to all stakeholders invested in a technology, project and/or issue
• Works closely with IT Helpdesk to ensure appropriate project documentation is available in the Transition book for each new initiative or enhancement release.
• Ensures that appropriate quality steps and approvals through RR Change Control Board are adhered to prior to software or configuration promotions
• Coordinates with Red Robin staff to evaluate system capabilities and translate operational requirements into configuration and developmental changes
• Collects all above store system information required for configuring the Restaurant Systems
• In depth knowledge of systems with the ability to configure and recommend configuration changes to meet business requirements
• Executes configuration and of BOS, POS, KDS and other systems as applicable within project scope
• Considers and evaluates the configuration interoperability between new proposed solutions vs. existing solutions in use at Red Robin for the most effective and efficient implementation and configuration.
• Collaborates with the, Business Relationship Director, Business Solution Architect, Project Manager and other members of the IT department on all projects and new technologies.
• Coordinates and performs in-depth tests, including end-user reviews, for modified and new systems
• Continuous education and market knowledge development to understand new trends within existing solutions as well as new initiatives as it relates to existing systems.
• Approaches projects and stakeholders in an empathetic manner to understand the needs and the best approach of how to accomplish the intended results in a collaborative way.
• Provide hands on installation and support for deployed solutions in accordance to the Transition book requirements. (Remote, phone and email)
• Point of technical escalation for Project Managers and other IT Resources during solution deployments.
• Point of technical escalation for Level 1 helpdesk and act as Level 3 support to solve ongoing problems
• Adhere to organizational ITIL and ITSM standards
• Be able to work independently and in a team environment managing a range of situations involving business stakeholders, vendor partners and technical resources.
• Complete projects thoroughly and according to project plans
• Submit detailed records in a timely manner (time sheets, tickets, reports, etc).
• Attend and participate in regularly scheduled team meetings.
• Available for on-call and emergency response as needed.
• Identify and escalate business and technical opportunities as appropriate.
• Off hour work and overnight travel may be required.
• Maintain a high level of professionalism with business stakeholders, vendors and staff.
• Perform all responsibilities in alignment with the core values of Red Robin
• Other duties as assigned
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