Lead Technology Operations Analyst, Payments - BWW

The   Lead   Technology Operations   Analyst, Payments for Buffalo Wild Wings (BWW)   oversee s   cross-functional teams to understand complex solutions   and   integrations,   as well as   drive releases to improve solutions.   This role focuses on delivering   high-quality   operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows.   As a specialized subject matter expert, this position   supports Inspire Brands’ technology ecosystem by   identifying   gaps, recommending enhancements, and   optimizing   capabilities within the assigned area of focus.

The role requires   strong communication   skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and   ‑ real - time ‑   transparency for customers and stakeholders. Additionally, this role   mentors   peers, partners with engineering and help desk teams, and supports the future evolution of tools and technologies to improve efficiency, quality, and business outcomes across the organization.

RESPONSIBILITIES

• Effectively   design,   continuously   improve ,   coordinate   and   complete   all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes.

• Specialize in your area of focus, including but not limited to identification and solution   recommendations   for potential gaps, process improvement areas ,   innovative   opportunities   and continuous learning   in your area of   subject matter   expertise .

• Have an ownership mindset where you are actively supporting, influencing ,   driving,   and /or   designing the future of your area of focus.

• Effectively communicate with stakeholders   as a subject matter expert,   to prevent errors, ensure success, and manage expectations. Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders   regarding   supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.

• Have a strong   understanding   of how these technologies interact with components across the organization and   take actions to ensure   success across the organization.

• Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship.

• I nfluenc e ,   and/ or own, as   appropriate ,   the vendor’s roadmap, participation in commercial   negotiations,   coordinat e   commercial engagements   and e nsur e   vendors meet contractual, operational, and service‑level commitments.

• Influence   & refine   future development/improvements,   identify   gaps and recommend areas for process improvements and/or new tools for success.

• Mentor   routinely both junior team members and peers, to   ensure they   are successfully prepared for growth opportunities and have success throughout the employee lifecycle.

• Maintain high quality   in accordance with   company standards and best practices and proactively   identify   and suggest areas for improvement.

• Manage & execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status.

• Perform   basic and advanced   triage on reported defects to   validate   issues,   identify   configuration errors, and gather necessary   and/or analyze necessary   logs for   a resolution .   Includes   partnership with help desk teams for ongoing support.

• Develop   and execute   processes that e nsure that   hardware,   software   and   appropriate integrations   are   ready prior to being turned over for QA/UAT efforts .

PAYMENTS

• Create and lead positive partnerships   with   the brand marketing team, operations   team   and shared services organizations.   Create assignments (including runbooks) that   ensures   compliance with   industry standards (such as PCI),   best practices of the bran d and capabilities of the payment platform.   Actively help develop best outcomes for brand needs with technology - based solutions.

• Demonstrate   an ownership of   end-to-end   operational   understanding   of   payments, the payments industry and how payments flow across in store & digital channels (including reporting, and non-traditional payment vendors such as Venmo or PayPal)

• Practical understanding of remote deployment tools, integration   support   and APIs

• Ensure   payment   implications are clearly understood and communicated to all impacted parties

• Research financially impacted issues such as missed payment,   chargebacks   and discrepancies.

• Have an understanding of   how these technologies interact with components across the organization and take actions to ensure success across the organization.

• Own   p ayments security, compliance, and risk: embed   PCIDSS , enforce secure change control   & chain of custody ,   maintain   audit   ready documentation, and escalate material risks/incidents with mitigation plans.

POINT OF SALE

• Create   and lead   positive partnerships   with   the brand marketing team, operations   team   and shared services organizations.   Create assignments (including runbooks) that ensure compliance with the   best practices of the bran d and the capabilities of the POS.   Actively help develop best outcomes for brand needs with technology - based solutions.

• Demonstrate   ownership of   end-to-end   operational   needs for   POS hardware,   software   and integrations (printers, pin pads, scanners, coin changers, network, credit cards, order ahead etc.) .

SYSTEM   INTEGRATIONS

• Create and lead positive   partnerships   with the brand marketing team, operations team ,   and shared services organizations. Create assignments (including runbooks) that ensure compliance with the best practices of the brand and the capabilities of the integrated platform(s).   Actively help develop best outcomes for brand needs with technology - based solutions.

• Demonstrate   an ownership of end-to-end operational   understanding   of digital hardware,   software   and integrations (cloud services, order to menu mapping,   Contentful , etc.)

• Strong, hands-on, understanding of remote deployment tools, how deployments work (content + menu), the differences between upper & lower environments and APIs

RESTAURANT TECHNOLOGY

• Create and lead positive partnerships   with the brand marketing team, operations   team   and shared services organizations. Create assignments (including runbooks) that ensure compliance with the best practices of the brand and the capabilities of the technology platform(s).   Actively help develop best outcomes for brand needs with technology - based solutions.

• Demonstrate   an ownership of end-to-end operational   understanding   of   restaurant technology including, but not limited to drive   thru   timers, headsets, camera system, audio/visual etc .

L2/L3   SUPPORT

• Be able to   create,   write, debug and update scripts in a variety of languages, including, but not limited to PowerShell,   Python   and other brand -based   languages.

• Demonstrate   strong, hands-on,   understanding of   restaurant technology including, POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc.

• Recommend,   design   and m anage   software and integration   support after deployment to production.

• Actively source methodologies, platforms and scripts to “shift left ”,   moving support closer to the end user than specialized technicians.

• Have   a   strong   understanding of how these technologies interact with components across the organization and