Solution Architect - TEST ONLY

McDonalds Corporate Sandbox; Kirkland (NC); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading global foodservice retailer in North Carolina is seeking a Manager of E-Care & Customer Satisfaction to lead their customer service team and enhance operational strategies across various digital platforms. The ideal candidate will have extensive experience in IT and customer service management, with a robust knowledge of ServiceNow. This role focuses on leading a team to optimize customer engagement strategies and improve overall satisfaction through innovative solutions. Join a dynamic team to make a meaningful impact on a global scale.

Qualifications

• 8+ years’ experience in IT infrastructure and application configuration.
• 3+ years Information Technology team leadership experience.
• Experience leading global projects and teams.

Responsibilities

• Provide leadership and oversight for IT architecture and services.
• Develop communications technology roadmaps and functionality.
• Recruits, trains and develops superior staff.

Skills

Leadership

Communication

Negotiation

Cultural adaptability

ServiceNow expertise

Education

4 year University degree in Computer Science

Postgraduate in business administration or MBA equivalent

Tools

ServiceNow

ITIL

Job description

Do you want a career and not just a job? Are you ready to make a difference and not just make a living? Do you desire to have an impact on the future of talent in a world-class organization? Is it time take the dive into your next great adventure? If so, apply now as your first step towards joining one of the most dynamic and innovative teams in the business today.

McDonald’s Corporation is the world’s leading global foodservice retailer with over 36,000 locations in over 100 countries. Our U.S. business includes:

• Home office headquarters located in Chicago, IL
• Ten field offices located across the country, supporting our employees, brand and more than 14,000 restaurants ran by McDonald’s and our franchisees

At McDonald's, It's Our Mission To Offer Dynamic Careers For a Variety Of Business Functions Around The World Including, But Not Limited To Positions Working In

• Operations
• Finance
• Human Resources
• Learning & Development
• Marketing
• Consumer Business Insights
• Communications

We believe that a career here is an opportunity for you to be the best at what you're passionate about, in a supportive, inclusive environment where you are valued and respected. We are dedicated to building a committed workplace that rewards and recognizes you for your loyal contribution, and supporting you by offering growth and advancement opportunities. We believe the best people in the world work right here.

McDonald’s aspires to be best-in-class across in Customer Care, combining social response, email, telephone, and in-app responses into one “digital customer service” discipline. We are building a team who can help set the direction for our customer engagement strategies, while pushing the customer service agenda inside the company.

The U.S. customer service team is looking for a Manager of E-Care & Customer Satisfaction. This role is responsible for assisting in developing and executing all operational activities related to social media customer care and real-time crisis response. Handling a staff of customer service agents, this role directly watches the day-to-day social media customer care activities for McDonald’s U.S. This is a hands‑on role responsible for strategy, optimization, reporting, training, coordination of technical resources, contract negotiation and aligning with partner expectations. The role works in close collaboration with the U.S. Marketing, Brand/Content, Social, Customer Insights & Experience, Security, Operations and Corporate Relation.

Job Description

Responsibilities

• Provide leadership and oversight to facilitate the creation, endorsement, and utilization of an IT ServiceNow architecture and engineering that applies professional expertise, exemplifies broad technical, analytical, and interpersonal skills, and reflects extensive knowledge about industry standard methodologies to develop and administer an IT architecture and Engineering that effectively meets customer needs.
• Leadership for the ITSM group, including management of the overall operating model and resource plan to ensure suitable and reliable solutions for enterprise IT groups.
• Facilitate agile and waterfall development processes to develop and deploy new functionality.
• Develops and communicates technology roadmaps for all existing services and identifies demand for new services.
• Assures that managed tools are held in a supported and reliable condition which includes upgrade projects, license compliance and supplier management.
• Sponsors, orchestrates and implements new technology pilots in order to evaluate technologies and their applicability in support of McDonalds corporate and market business requirements and strategic goals.
• Recruits, trains and develops a superior staff; trains staff in the use of industry standard methodologies, establish operational methodologies and document procedures.
• Acts as an internal consultant to McDonalds IT groups to share knowledge, standard methodologies and standards.
• Ability to empower others to achieve results through motivation, recognition, and performance feedback.
• Ability to express information in a manner appropriate to different levels of understanding and lead negotiations.
• Recent ServiceNow integration project experience.
• Ability to recognize and respond to customer expectations with a sense of urgency.

Qualifications

• 4 year University degree in Computer Science, Computer Engineering, and post graduate in business administration or MBA equivalent degree.
• At least 8 years’ experience in IT infrastructure and application configuration.
• 3+ years Information Technology team leadership experience.
• 3+ years IT project management.
• Ability to work with a diverse group of people of different skills, backgrounds, departments and management levels.
• Experience presenting and speaking at the ServiceNow Knowledge global conference.
• Experience with negotiating and leading business relationships.
• Experience in working with, and leading, global virtual teams.
• Experience leading global projects, working across multiple time zones and cultures.
• Excellent facilitation and presentation skills. Cultural adaptability. Flexible and responsiveness to input.
• Proficient in all phases of the Application Development Lifecycle.
• Certified ServiceNow System Administrator.
• Certified ITIL V3 Foundation.
• The successful incumbent in this position will have extensive knowledge and experience in ServiceNow, IT tools and a broad knowledge of IT business applications and infrastructure.
• Willingness to travel.

Additional Information

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries and billions of customers served each year. As the global leader in the food service industry, we have a legacy of innovation and hard work that continues to drive us. Today, we are growing with velocity and are focused on modernizing our experiences, not to make a different McDonald’s but to build a better McDonald’s.

We are a people business just as much as we are a restaurant business. We strive to be the most inclusive brand on the planet by building diverse teams who create delicious, feel good moments that are easy for everyone to enjoy. Joining McDonald's means thinking big on a daily basis and preparing for a career that can have impact around the world.

We are dedicated to using our scale for good: good for people, our industry and the planet. From aggressive recycling initiatives and sustainable sourcing efforts to our partnership with Ronald McDonald House Charities, we see every day as a chance to have a genuine impact on our customers, our people and our partners.

As McDonald’s continues to innovate and disrupt the restaurant industry, we are looking to recruit into the role of Director, Digital Supply Chain Technology. You will lead a Supply Chain technology team and partner with our Supply Chain leaders and suppliers to design, implement, maintain and innovate within our broader Supply Chain technology solutions team globally.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.