Lead IT Consultant
(20%) Operational Training
Develop overall strategy to implement DPII IS tools’ training requests
External:
Develop and/or restructure IS tools for International markets and provide ongoing support and analysis for effective utilization of these tools
Train markets on how to effectively use data gathered in Pulse Web Reporting (PWR), Pulse, Online Ordering, PWR OER, Blueprint for Profit, High Performance University, International Online Ordering (OLO) and other IS solutions to improve their store operations
Develop a training strategy for DPII IS tools and Pulse modules
Create a plan to support the training strategy
Develop the materials required for the training plans with Manager – Training & Global Support Services to ensure compliance with country specific information
Collaborate with international management to determine a training schedule for store team members
Record results to establish training baselines
Partner with Manager - Training & Global Support Services to provide actual training modules for both Domestic and International requests
Develop hardware and infrastructure training modules
Internal:
Develop IS tools for DPII field personnel and provide ongoing support and analysis for effective utilization of these tools
Partner with PulseCare managers to review current training needs
Develop training modules specific to PulseCare requests
Assist with best practices review for Level 1 and Level 3 technicians
Collaborate with international management to determine a training schedule for DPII field personnel
(20%) Communicate with International Markets
Maintain open communication with area leaders and “In-Country” personnel
Weekly calls with Area Leaders to get updates
Respond to questions and concerns from operations or IT personnel
Discuss DPII IS solutions’ software needs, hardware needs and associated costs with potential new customers or existing customers
Organize and manage PULSE and other IS solutions’ rollout schedule with in-country personnel
Troubleshoot and resolve reported issues
Support the process that provides successful development, testing and deployment of all new IS systems’ product hardware and software to the international store community including:
Maintain positive relationships with all applicable department teams members to ensure accurate and timely delivery
Work with third party vendors (when applicable) to ensure the current processes are maintained and ensure vendor relationships are preserved
Test all new software products thoroughly and provide test results to Operations Technology Coordinator and IS Engineering teams
Escalate any product issues to Project Coordinator and Management for prioritization
(20%) New Market Configuration and Training with International Markets
Travel to international locations and:
Train IT staff on DPII IS solutions’ configurations and setup
Train IT staff on basic support and system use
Train Office staff on DPII IS solutions’ use and reporting
Train in store personnel on DPII IS solutions’ use
Train DPII field personnel on IS solutions’ use
Assist in translating IS tools’ to native languages
Work through issues and communicate with Development as needed
(15%) On Site Support
Travel to international locations when requested by the customer or as needed
Provide consultation and/or support as needed on:
Requirements gathering for new requests
Assistance for new store growth
Assistance with upgrades/conversions
Additional training as needed
Training on Pulse, Pulse Web Reporting (PWR), PWR OER, international online ordering (OLO), Blueprint for Profit, etc.
(15%) “New and Retrofit Store” Deployment
Perform all new and conversion DPII IS solutions’ store deployments.
Manage, and maintain strategic goals and objectives as they relate to store deployment
Review deployment metrics to ensure compliance to objectives
Ensure store conversions meet minimum objectives
Maintain awareness of new technology for software deployment
Keep International customers aware of current technology and coming technology so they can plan appropriately
Work closely with E Commerce team to deploy International OLO solutions
Ensure consistency between deployment, staging, and sales to ensure compliance with objectives
Process franchisee questions regarding simple billing questions in a timely fashion
Assist in upgrade initiatives during scheduled DPII IS solutions’ releases
(10%) Customer Acceptance Testing
Perform customer acceptance testing for all new DPII IS solutions’ software releases to ensure international functionality is not adversely affected and works properly
Gather operating requirements for government certification (if needed)
Test and certify all new software functionality prior to deployment
Review customer requirements to ensure all documented functionality is tested
Document test case scenarios
Record all test results to be stored in a centralized location
Communicate test results with project coordinator and Operations Technology management team
Qualifications
Minimum 2 years of project support experience, primarily project task scheduling and managing multiple relationships with project stakeholders including internal and external clients
Experience in software deployment applications including SMS or similar products preferred
Experience or familiarity with:
Project planning, project scheduling and issue identification
Microsoft Office, specifically Excel, Visio, and Project
Ability to communicate with all levels of the organization
Ability to speak Spanish, Portugese, French, Hindi, Mandarin or Arabic preferred. Other second languages are still a plus however.
Excellent organization and time management skills to ensure project completion
Software installation, configuration, training and store operations background is highly desired
Must be able and willing to travel to international countries (25-40% of time) – in some cases, staying in-country for 1-3 weeks to complete initial configuration, installation and training of solutions.
Ability to accommodate cultural differences when travelling to foreign countries
Additional Information
***MUST speak Spanish (will be traveling throughout Mexico & South America for on-site support and trainin of POS systems at new Domino's**
Can be located in Ann Arbor, MI or South Florida