Role Summary
The Application Support Analyst – Digital Systems position will be responsible for supporting restaurant digital platforms, with primary focus on the Hungry Jack’s Mobile Application, Website and Digital Services. The position will ensure systems and products are maintained, monitored, and supported in line with business needs. The position will deliver value and high levels of customer satisfaction, whilst building strong business, partner, and technology relationships.
Key Responsibilities
Digital Platform Operations
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Assist in the management and support of digital applications as required on an operational day-to-day basis, with primary focus on monitoring the health of the Digital Platform.
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Assist in the management and support of digital devices such as Digital Menu Boards, Kiosks and in-store infotainment systems as required on an operational day-to-day basis.
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Ensure the efficient and stable operation of the relevant business applications thereby maintaining high levels of business satisfaction.
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Validate and report on end-to-end transaction services.
Incident & Problem Management
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Provide support for incidents and problems escalated from internal and external support partners.
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Provide afterhours support via escalation from internal and external support partners and others as required.
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Assist with resolution of more complex technical issues as identified by the first line support analysts.
Vendor & Upgrade Coordination
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Co-ordination of application upgrades and minor works activities with external vendors and internal teams.
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Working with the application vendors to ensure they deliver according to agreed SLA’s.
Continuous Improvement
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Assist with continual system & process improvements.
Required Technical Skills
The table below outlines the technical skills and platforms relevant to this role.
Domain
Skills & Technologies
Must / Preferred
Digital Platforms
Digital Menu Boards, Self-Serve Kiosks, In-store Infotainment / Music systems (e.g., QSIC)
Preferred
Cloud Infrastructure
AWS – DynamoDB, Elasticsearch, LightSail, CloudFront
Preferred
Monitoring & Analytics
New Relic, Firebase, Google Analytics
Preferred
Marketing & Engagement
Braze, LaunchDarkly
Preferred
Scripting & APIs
Python, PowerShell, REST APIs, Postman
Preferred
Digital CMS
Digital content management technologies (experience in support)
Preferred
General IT
IT support in a digital technologies function; understanding of application lifecycle
Must-Have
Qualifications & Certifications
Required:
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A passion for Technology and a keen interest in IT as a career, specifically in the Digital space.
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Demonstratable technical skill acquisition via education and/or IT certifications with continual learning and development.
Preferred Certifications/Experience:
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Relevant IT or cloud certifications (e.g., AWS Cloud Practitioner, CompTIA A+) – added advantage.
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Any vendor-specific training related to digital platforms or monitoring tools.
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Relevant Experience in QSR Business
Soft Skills & Cultural Fit
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A can-do attitude with the ability to work autonomously.
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Able to manage priorities based on business demands and business impact.
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Able to work as part of a team.
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Excellent communication skills (verbal and written).
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Excellent customer service skills.
What We Offer
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Develop strong product experience working with technologies such as Digital Menu Boards, Digital Kiosks & QSIC music streaming services.
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Gain experience with digital and cloud-based technologies such as New Relic, Braze, LaunchDarkly, Firebase and Google Analytics.
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Develop knowledge and experience working with cloud infrastructure technologies such as AWS specifically working with DynamoDB, Elasticsearch, LightSail and CloudFront.
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Work in an amazing collaborative team where no two days are the same.
