IT Escalation Analyst — Fast-Paced Tech Support Pro

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

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.