Senior Systems Analyst – Service Desk & Vendor Governance

Starbucks; Seattle (WA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan with employer-m

Tuition reimbursement

Job summary

Starbucks is seeking a Systems Analyst SR, Technology Service Desk to own vendor performance, QA, and governance across our Technology Service Desk ecosystem. You will partner with third-party providers and Starbucks Technology teams to deliver excellent service and measurable business outcomes.

The role emphasizes operational excellence, data-driven decision making, and continuous improvement with a focus on SLAs, KPIs, and ITSM/ITIL practices.

Qualifications

• 5+ years of experience in vendor management, supplier performance management, contract management, service delivery management, or technology operations.
• 5+ years of experience leading cross-functional projects and operational initiatives.
• Experience managing third-party service providers in a large enterprise environment.
• Strong experience developing and managing vendor governance programs.
• Demonstrated ability to analyze operational data and develop solutions to complex business challenges.

Responsibilities

• Maintain, strengthen, and develop strategic relationships with Technology Service Desk vendor partners.
• Lead vendor onboarding, governance, performance management, and ongoing service optimization activities.
• Monitor and evaluate vendor performance against SLAs, KPIs, contractual obligations, and service expectations.
• Conduct vendor performance and service analysis to identify opportunities for operational improvements and cost efficiencies.
• Serve as the primary escalation point for vendor-related service delivery issues.
• Identify training needs and performance gaps through quality monitoring and operational reviews.
• Own and lead the Technology Service Desk Quality Assurance program.
• Develop quality standards, scorecards, audits, and performance monitoring processes.
• Conduct quality evaluations of customer interactions, ticket documentation, troubleshooting effectiveness, and process adherence.
• Analyze quality trends and implement improvement plans that enhance customer satisfaction and service consistency.
• Partner with support vendors to identify coaching opportunities and improve performance outcomes.
• Ensure support operations align with IT Service Management (ITSM) and ITIL best practices.
• Establish and maintain knowledge governance practices for the Technology Service Desk.
• Ensure support documentation, knowledge articles, procedures, and operational playbooks remain accurate and current.
• Lead knowledge transfer activities between Starbucks Technology teams and third-party support partners.
• Coordinate communication and readiness activities for new technologies, products, services, and process changes.
• Ensure support teams are equipped with the knowledge and resources needed to successfully support evolving business needs.
• Monitor service desk health, ticket queues, backlog trends, escalations, and workflow effectiveness.
• Analyze operational metrics and service trends to identify opportunities for improvement.
• Drive timely resolution of incidents and requests while maintaining service stability and customer satisfaction.
• Lead resolution efforts for complex operational issues and high-priority escalations.
• Monitor and improve performance against key service metrics, including CSAT, FCR, SLA, ASA, AHT, Escalation Rates, Backlog, and Quality Scores.
• Serve as an operational SME for Technology Service Desk processes and support readiness.
• Build strong relationships with Product, Engineering, Cybersecurity, Retail Technology, and business stakeholders.
• Support product launches, technology deployments, and service improvement initiatives.
• Communicate performance insights, risks, opportunities, and recommendations to stakeholders at all levels of the organization.
• Utilize reporting, analytics, and data visualization to tell compelling stories and drive informed decisions.

Skills

Vendor management

Performance governance

Data-driven decisions

Stakeholder communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Power BI

Tableau

Job description

Starbucks is seeking a Systems Analyst SR, Technology Service Desk to own vendor performance, QA, and governance across our Technology Service Desk ecosystem. You will partner with third-party providers and Starbucks Technology teams to deliver excellent service and measurable business outcomes.

The role emphasizes operational excellence, data-driven decision making, and continuous improvement with a focus on SLAs, KPIs, and ITSM/ITIL practices.