IT Escalation Analyst: Fast-Paced Service Center Pro

Chipotle Mexican Grill; Columbus, Northern (OH, KY); Hybrid; USD 36,000 - 46,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Sick leave

Vacation time

Job summary

Chipotle Mexican Grill is seeking an Analyst, IT Service Center (ITSC) Escalations to support the resolution of escalated technology incidents and day-to-day service center operations in Columbus, OH.

You will guide cross-functional teams, analyze incident trends, document troubleshooting steps, and contribute to process improvements with moderate supervision. A BA/BS is preferred, with 1–3 years in technical support roles, and familiarity with ServiceNow.

Qualifications

• 1–3 years in technical support, help desk, or call center operations.
• Experience supporting multi-unit or fast-paced operations (QSR/fast casual preferred).
• Familiarity with ticketing systems and documenting troubleshooting steps.

Responsibilities

• Provide real-time support to external call center agents on escalated tickets.
• Guide agents on queue activity and long calls to maintain service levels.
• Analyze incident trends and assist in documenting escalation processes and workflows.
• Support major incident and post-incident reviews and communications.

Skills

Analytical skills

Problem solving

Communication skills

Data interpretation

Written and verbal

Education

Bachelor's degree (BA/BS) preferred

High school diploma or GED required

Tools

ServiceNow

Job description

Chipotle Mexican Grill is seeking an Analyst, IT Service Center (ITSC) Escalations to support the resolution of escalated technology incidents and day-to-day service center operations in Columbus, OH.

You will guide cross-functional teams, analyze incident trends, document troubleshooting steps, and contribute to process improvements with moderate supervision. A BA/BS is preferred, with 1–3 years in technical support roles, and familiarity with ServiceNow.