IT Escalation Analyst - Real-Time Tech Support

Chipotle; North Carolina; On-site; USD 55,000 - 70,000; Full time

Job summary

Chipotle is seeking an Analyst, IT Service Center Escalations to support resolving escalated technology incidents and day-to-day service center operations. You will analyze incident trends, assist with reporting, and contribute to continuous process improvements under moderate supervision.

Collaborate with ITSC leadership and cross-functional teams to strengthen operational consistency. The role requires strong analytical skills and the ability to translate data into actionable insights for

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Communication skills

Independent work

Ticketing systems

Education

High school diploma or GED

Bachelor’s Degree

Tools

ServiceNow

Job description

Chipotle is seeking an Analyst, IT Service Center Escalations to support resolving escalated technology incidents and day-to-day service center operations. You will analyze incident trends, assist with reporting, and contribute to continuous process improvements under moderate supervision.

Collaborate with ITSC leadership and cross-functional teams to strengthen operational consistency. The role requires strong analytical skills and the ability to translate data into actionable insights for