IT Escalations Analyst — Rapid Incident Resolver

Chipotle; Kentucky; On-site; USD 36,000 - 46,000; Full time

Job summary

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

You will collaborate with ITSC leadership and cross-functional teams to analyze incident trends and contribute to process improvements. The role provides real-time support to external call center agents, guides queue activity, and ensures timely resolution within established processes in a fast-paced

Qualifications

• High school diploma required.
• Bachelor’s degree preferred (BA/BS).

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 follow-up and timely resolution.
• Perform quality control on escalated technical incidents requiring advanced troubleshooting.
• 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 to update based on feedback.
• Participate in continuous improvement initiatives led by IT Service Center leadership.
• Support major incident and post-incident review activities and incident resolution efforts.

Skills

Technical support

Help desk

Data analysis

Incident management

Communication

Education

High school diploma

BA/BS preferred

Tools

ServiceNow

Job description

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

You will collaborate with ITSC leadership and cross-functional teams to analyze incident trends and contribute to process improvements. The role provides real-time support to external call center agents, guides queue activity, and ensures timely resolution within established processes in a fast-paced