Business Analyst

Capgemini; Seattle (WA); On-site; USD 85,000 - 115,000; Full time

Job summary

Capgemini seeks a customer-focused Business Analyst to support Starbucks retail payment operations and store technology initiatives in Seattle. You will liaison between store partners, business teams, technology teams, and vendors to ensure stability of payment systems and POS deployments.

You’ll bring experience with helpdesk operations, account provisioning, incident management, and strong communication to resolve issues in a fast-paced environment while delivering excellent customer support.

Qualifications

• Experience in Help Desk, Service Desk, Technical Support, or Business Analyst roles.
• Experience with account provisioning and user access management.
• Strong communication and customer support skills.
• Ability to work effectively in ambiguous and fast-changing environments.
• Strong attention to detail and documentation skills.
• Experience working with ServiceNow and Jira.
• Experience with remote management and software distribution tools.
• Knowledge of network troubleshooting fundamentals.
• Experience supporting business-critical applications and operational processes.
• Strong problem-solving and stakeholder management skills.

Responsibilities

• Support PED (Payment Enablement Device) rollout initiatives and ongoing operational activities.
• Document, maintain, and share resolution procedures and support processes.
• Ensure operational stability and minimal downtime of retail payment systems.
• Provide support to store partners and resolve technical issues with a customer-first mindset.
• Partner with business, technology, and store teams to address operational challenges.
• Communicate technical concepts and issues to non-technical users and stakeholders.
• Coordinate with third-party vendors to support business and operational objectives.
• Monitor, investigate, and resolve incidents impacting payment and store systems.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Support account provisioning, remote device management, software deployments, and troubleshooting efforts.

Skills

Communication

Customer support

Documentation

Problem solving

Stakeholder management

Tools

ServiceNow

Jira

Meraki

Splunk

Account Provisioning

Remote Management

Software Distribution

Network Troubleshooting

POS Support

Incident Management

Job description

We are seeking a customer-focused Business Analyst to support retail payment operations and store technology initiatives within Starbucks. This role will serve as a key liaison between store partners, business teams, technology teams, and vendors to ensure the stability and effectiveness of retail payment systems. The ideal candidate brings experience supporting helpdesk operations, account provisioning, POS systems, and incident management, while demonstrating strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer support in a fast-paced environment.

Key Responsibilities

• Support PED (Payment Enablement Device) rollout initiatives and ongoing operational activities.
• Document, maintain, and share resolution procedures and support processes.
• Ensure operational stability and minimal downtime of retail payment systems.
• Provide support to store partners and resolve technical issues with a customer-first mindset.
• Partner with business, technology, and store teams to address operational challenges.
• Communicate technical concepts and issues to non-technical users and stakeholders.
• Coordinate with third-party vendors to support business and operational objectives.
• Monitor, investigate, and resolve incidents impacting payment and store systems.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Support account provisioning, remote device management, software deployments, and troubleshooting efforts.

Required Qualifications

• Experience in Help Desk, Service Desk, Technical Support, or Business Analyst roles.
• Experience with account provisioning and user access management.
• Strong communication and customer support skills.
• Ability to work effectively in ambiguous and fast-changing environments.
• Strong attention to detail and documentation skills.
• Experience working with ServiceNow and Jira.
• Experience with remote management and software distribution tools.
• Knowledge of network troubleshooting fundamentals.
• Experience supporting business-critical applications and operational processes.
• Strong problem-solving and stakeholder management skills.

Required Technical Skills

• ServiceNow
• Jira
• Meraki
• Splunk
• Account Provisioning
• Remote Management
• Software Distribution
• Network Troubleshooting
• POS Support
• Incident Management

Preferred Qualifications

• Experience supporting financial, payment processing, or fraud detection systems.
• Experience supporting retail technology environments.
• Oracle Simphony POS support experience.
• Experience working directly with technology vendors.
• Experience supporting enterprise store operations.