{"id":2529137,"url":"https://alion.io/job/inspire-brands-technology-operations-senior-analyst","title":"Technology Operations Senior Analyst","company":{"id":6273,"name":"Inspire Brands","domain":"inspirebrands.com","url":"https://alion.io/company/inspirebrands","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":153000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1877},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-22T04:08:44Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"The Senior Incident & Problem Management Analyst is responsible for ensuring a cohesive Incident Management, Major Incident Management, and Problem Management practice across Inspire Brands Shared Services. This role leads the Major Incident Management process supporting Shared Services, E-Commerce, Infrastructure, and other critical enterprise platforms.\nThe analyst serves as the central coordinator during major incidents, leading technical bridge calls, driving rapid engagement of support teams, managing executive communications, and ensuring timely service restoration. This role is responsible for crafting clear, concise, and business-focused communications for senior leadership throughout the incident lifecycle, translating complex technical issues into actionable business updates.\nIn addition to Major Incident Management responsibilities, the analyst owns key aspects of the Problem Management practice, driving root cause analysis, coordinating corrective actions, and identifying opportunities for long-term incident reduction through ITIL-aligned best practices.\nSuccess in this role requires the ability to quickly develop and maintain a strong functional understanding of Inspire Brands' critical technology ecosystem, including MDBP, IDP, digital commerce platforms, integrations, APIs, infrastructure components, and end-to-end transaction flows. The analyst must be capable of rapidly assessing business impact, understanding system dependencies, and coordinating technical teams during high-severity incidents.\nResponsibilities\nMajor Incident Management\nLead and coordinate Major Incident Management activities for enterprise technology services and platforms.\nServe as Incident Commander during high-priority incidents and service disruptions.\nFacilitate and lead technical bridge calls during critical incidents.\nEngage and coordinate appropriate technical resources, vendors, and business stakeholders to expedite resolution.\nDrive accountability across support teams and ensure clear ownership of resolution activities.\nMaintain command and control throughout the incident lifecycle.\nQuickly assess business impact and communicate risk, customer impact, and service degradation to stakeholders.\nDevelop and distribute executive-facing communications, including:Initial incident notifications\nStatus updates\nBusiness impact assessments\nExecutive summaries\nResolution communications\nPost-incident reports\n\nTranslate complex technical information into concise, business-focused messaging for senior leadership.\nCoordinate post-incident reviews and ensure action items are identified and tracked to completion.\nSupport high-visibility business events, hypercare periods, and executive escalations when service disruptions occur.\nProblem Management\nIdentify, classify, and manage problem records to prevent recurring incidents.\nAnalyze incident trends and recurring issues to identify opportunities for systemic improvements.\nDrive Root Cause Analysis (RCA) efforts following major incidents and significant service disruptions.\nCoordinate internal and external stakeholders to investigate root causes.\nEnsure corrective actions are assigned, tracked, and completed.\nManage problem records through closure while ensuring proper documentation and knowledge transfer.\nPromote proactive problem management practices across technology teams.\nDrive continuous service improvement initiatives that reduce operational risk and improve service stability.\nOperational Excellence & Service Governance\nCoordinate resources and processes required to resolve enterprise-wide outages and service disruptions.\nSupport the continual improvement of Incident, Major Incident, and Problem Management processes.\nMaintain and enhance operational documentation, standard operating procedures, and knowledge articles.\nEnsure quality procedures and solutions are documented and readily available to support teams.\nCollaborate with technical and business teams to improve operational maturity and service reliability.\nSupport reporting, service governance, and operational metrics initiatives.\nContribute to ITSM maturity improvements aligned to ITIL best practices and organizational objectives.\nTechnical Understanding & Impact Assessment\nDevelop and maintain a high-level understanding of Inspire Brands' technology ecosystem, including MDBP, IDP, digital platforms, integrations, APIs, and supporting infrastructure.\nUnderstand application dependencies, transaction flow paths, integration points, and service relationships.\nQuickly identify and assess outage impacts across interconnected business systems.\nEvaluate risks and potential customer impact during service disruptions.\nPartner with application, infrastructure, network, security, and vendor teams to accelerate incident diagnosis and resolution.\nSupport continual refinement of service dependency mapping and operational readiness processes.\nCommunication & Stakeholder Management\nCommunicate effectively with business stakeholders, technical teams, vendors, management, and senior leadership.\nDevelop and deliver executive-level incident communications during high-pressure situations.\nFacilitate collaboration across multiple technical teams and organizational functions.\nInfluence stakeholders and drive accountability toward resolution and corrective action completion.\nMaintain professionalism and composure during critical incidents and executive escalations.\nQualifications\nEducation\nBachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related field.\nExperience\nMinimum of 6 years of experience in a medium to large enterprise environment.\n6+ years of experience defining, implementing, and improving IT Service Management (ITSM) processes.\n6+ years of experience supporting Incident Management, Major Incident Management, and Problem Management practices.\nExperience leading incident bridge calls and coordinating cross-functional technical teams.\nExperience facilitating Root Cause Analysis (RCA) and driving corrective actions to resolution.\nExperience creating executive-level communications during technology incidents and service disruptions\nKnowledge, Skills & Abilities\nStrong understanding of Incident Management and Problem Management principles within an ITIL framework.\nKnowledge of the Three Lines of Defense model, preferably within a multi-brand shared services organization.\nStrong analytical, troubleshooting, and problem-solving skills.\nDemonstrated ability to rapidly learn complex enterprise application ecosystems and business processes.\nFunctional understanding of system architecture, application dependencies, APIs, integrations, and end-to-end transaction flows.\nAbility to assess outage impacts across interconnected business and technology platforms.\nExceptional verbal and written communication skills.\nProven ability to create concise, business-focused executive communications.\nStrong facilitation skills with the ability to lead and direct major incident bridge calls.\nAbility to influence stakeholders at all levels of the organization.\nProcess improvement mindset focused on operational excellence and service reliability.\nExperience with IT Service Management platforms such as ServiceNow.\nAbility to perform effectively in high-pressure environments requiring rapid decision-making and coordination.[Re: HSC Ba...tification | Outlook]\nPreferred Qualifications\nITIL Foundation Certification or equivalent ITSM certification.\nExperience supporting digital commerce, customer identity, integration, middleware, or enterprise platform environments.\nExperience supporting highly integrated enterprise ecosystems with complex application dependencies.\nFamiliarity with transaction flow analysis, service dependency mapping, and impact assessment methodologies.\nExperience supporting multi-brand organizations and shared services operating models.\nExperience with reporting, service analytics, and continuous improvement programs.\nCore Competencies\nMajor Incident Leadership\nProblem Management\nRoot Cause Analysis\nExecutive Communication\nStakeholder Management\nOperational Excellence\nService Governance\nProcess Improvement\nContinuous Service Improvement\nCross-Functional Collaboration\nCritical Thinking & Decision Making\nCustomer Focus\nWhy Join Inspire Brands?\nThe Incident & Problem Management Analyst plays a critical role in maintaining the stability and reliability of technology services that support some of the world's most recognized restaurant brands. This position provides an opportunity to lead critical incident response efforts, influence service reliability improvements, partner with enterprise stakeholders, and contribute directly to operational excellence across Inspire Brands.\nMajor Incident LeadershipProblem Management\nRoot Cause Analysis\nExecutive Communication\nStakeholder Management\nOperational Excellence\nService Governance\nProcess Improvement\nContinuous Service Improvement\nCross-Functional Collaboration\nCritical Thinking & Decision Making\nCustomer Focus\nWhy Join Inspire Brands?\nThe Incident & Problem Management Analyst plays a critical role in maintaining the stability and reliability of technology services that support some of the world's most recognized restaurant brands. This position provides an opportunity to lead critical incident response efforts, influence service reliability improvements, partner with enterprise stakeholders, and contribute directly to operational excellence across Inspire Brands.\nInspire is a multi-brand restaurant company whose portfolio includes more than 33,300 Arby’s,\nBaskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.\nWe’re made up of some of the world’s most iconic restaurant brands, but we’re much more than\njust a restaurant company. We’re a team of hundreds of thousands who individually and collectively\nare changing the way people eat, drink, and gather around the table. We know that food is much\nmore than a staple-it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful\nexperiences.","description_format":"text","description_chars":10083,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Catering & Food Services"],"lifecycle":[{"event":"open","at":"2026-10-14T12:33:26Z"}],"visa":[],"liveness":{"score":45,"band":"ok","label":"Likely open","p_open":1,"p_active":0.81,"p_room":0.55,"age_days":51,"expected_fill_days":43,"reasons":["conf:2","velocity","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/inspire-brands-technology-operations-senior-analyst","json_url":"https://alion.io/job/inspire-brands-technology-operations-senior-analyst.json","meta":{"generated_at":"2026-10-22T12:43:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11349,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6273},"rest":"https://alion.io/mcp/rest/get_company?id=6273"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finspire-brands-technology-operations-senior-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finspire-brands-technology-operations-senior-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finspire-brands-technology-operations-senior-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/inspire-brands-technology-operations-senior-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finspire-brands-technology-operations-senior-analyst"}]}