Analyst, IT Escalation

Chipotle Mexican Grill group; Columbus (OH); On-site; USD 36,000 - 46,000; Full time

Job summary

Chipotle Mexican Grill is seeking an Analyst, IT Service Center Escalations to support escalated technology incidents and day-to-day ITSC operations. You will analyze trends, assist with reporting, and contribute to process improvements under moderate supervision to maintain service performance.

You will collaborate with ITSC leadership and cross-functional teams, helping resolve complex issues, document workflows, and support incident resolutions across multiple restaurants and systems.

Qualifications

• 3–5 years in technical support, help desk, or call center operations.
• Experience with multi-unit or fast-paced operations preferred.
• Familiarity with ticketing systems and incident management helpful.
• Ability to document troubleshooting steps and standard operating procedures.

Responsibilities

• Provide real-time support to external call center agents on escalated tickets and service requests.
• Guide agents on queue activity to help maintain service level targets.
• Respond to escalated requests from field leadership and coordinate follow-up.
• Perform quality control on escalated incidents requiring advanced troubleshooting and Tier 2/3 engagement.
• Analyze incident and contact center data to identify trends for leadership review.
• Assist in documenting and refining escalation processes and IT support workflows.
• Collaborate with Knowledge Management and Training to update processes based on feedback.
• Participate in continuous improvement initiatives led by ITSC leadership.
• Support major incident and post-incident activities and communications.

Skills

Analytical thinking

Problem solving

Communication skills

Independent worker

Data interpretation

Education

Bachelor's degree (BA/BS) preferred

High school diploma or GED

Tools

ServiceNow

Job description

CULTIVATE A BETTER WORLD

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

THE OPPORTUNITY

As the Analyst, IT Service Center (ITSC) Escalations, you will support the resolution of escalated technology incidents and day-to-day service center operations. This role focuses on addressing escalated technical issues, assisting with service data review, and contributing to process improvements under moderate supervision. You will collaborate with ITSC leadership and cross-functional teams to help analyze incident trends, support reporting efforts, and support strengthening and maintaining operational consistency. This role contributes to service performance by applying technical knowledge and analytical skills to semi-complex challenges within the ITSC.

What You’ll Do

• Provide real-time support to external call center agents on escalated tickets and service requests.
• Guide agents on queue activity and long calls to help maintain service level targets.
• Respond to escalated requests from field leadership, coordinating appropriate follow-up and ensuring timely resolution within established processes.
• Perform quality control on escalated technical incidents requiring advanced troubleshooting and Tier 2/3 engagement.
• Analyze incident and contact center data to identify trends and summarize findings for leadership review.
• Assist in documenting and refining escalation processes and IT support workflows.
• Collaborate with Knowledge Management and Training team to recommend updates based on agent and user feedback.
• Participate in continuous improvement initiatives led by IT Service Center leadership.
• Support major incident and post-incident review activities, including joining support bridge calls, coordinating identified communication needs with impacted restaurants, and providing expertise as needed to support incident resolution.

What You’ll Bring To The Table

• High school diploma or general education degree (GED) required.
• Bachelor's Degree (BA/BS) from a 4-year college or university preferred.
• 1-3 years of experience in technical support, help desk, or call center operations.
• Experience supporting multi-unit or fast-paced operations (QSR/fast casual restaurant operations experience preferred).
• Familiarity with ticketing systems (e.g., ServiceNow) or similar tools preferred.
• Experience documenting troubleshooting steps, technical processes, and standard operating procedures preferred.
• Basic understanding of escalation processes and incident management preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to interpret data and communicate findings clearly to varying audiences.
• Ability to work independently within established processes and guidelines.
• Strong written and verbal communication skills.
• Ability to support multiple priorities in a fast-paced, high-volume environment.

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $26.44–$33.66. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits for more details.

Who We Are

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply. Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact [e-mail] if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non‑accommodations related requests.