Lead IT Consultant

(20%) Operational Training

Develop overall strategy to implement DPII IS tools’ training requests

External:

Develop and/or restructure IS tools for International markets and provide ongoing support and analysis for effective utilization of these tools

Train markets on how to effectively use data gathered in Pulse Web Reporting (PWR), Pulse, Online Ordering, PWR OER, Blueprint for Profit, High Performance University, International Online Ordering (OLO) and other IS solutions to improve their store operations

Develop a training strategy for DPII IS tools and Pulse modules

Create a plan to support the training strategy

Develop the materials required for the training plans with Manager – Training & Global Support Services to ensure compliance with country specific information

Collaborate with international management to determine a training schedule for store team members

Record results to establish training baselines

Partner with Manager - Training & Global Support Services to provide actual training modules for both Domestic and International requests

Develop hardware and infrastructure training modules

 Internal:

Develop IS tools for DPII field personnel and provide ongoing support and analysis for effective utilization of these tools

Partner with PulseCare managers to review current training needs

Develop training modules specific to PulseCare requests

Assist with best practices review for Level 1 and Level 3 technicians

Collaborate with international management to determine a training schedule for DPII field personnel

(20%) Communicate with International Markets

Maintain open communication with area leaders and “In-Country” personnel

Weekly calls with Area Leaders to get updates

Respond to questions and concerns from operations or IT personnel

Discuss DPII IS solutions’ software needs, hardware needs and associated costs with potential new customers or existing customers

Organize and manage PULSE and other IS solutions’ rollout schedule with in-country personnel

Troubleshoot and resolve reported issues

Support the process that provides successful development, testing and deployment of all new IS systems’ product hardware and software to the international store community including:

Maintain positive relationships with all applicable department teams members to ensure accurate and timely delivery

Work with third party vendors (when applicable) to ensure the current processes are maintained and ensure vendor relationships are preserved

Test all new software products thoroughly and provide test results to Operations Technology Coordinator and IS Engineering teams

Escalate any product issues to Project Coordinator and Management for prioritization

 (20%) New Market Configuration and Training with International Markets

Travel to international locations and:

Train IT staff on DPII IS solutions’ configurations and setup

Train IT staff on basic support and system use

Train Office staff on DPII IS solutions’ use and reporting

Train in store personnel on DPII IS solutions’ use

Train DPII field personnel on IS solutions’ use

Assist in translating IS tools’ to native languages

Work through issues and communicate with Development as needed

 (15%) On Site Support

Travel to international locations when requested by the customer or as needed

Provide consultation and/or support as needed on:

Requirements gathering for new requests

Assistance for new store growth

Assistance with upgrades/conversions

Additional training as needed

Training on Pulse, Pulse Web Reporting (PWR), PWR OER, international online ordering (OLO), Blueprint for Profit, etc.

 (15%) “New and Retrofit Store” Deployment

Perform all new and conversion DPII IS solutions’ store deployments.

Manage, and maintain strategic goals and objectives as they relate to store deployment

Review deployment metrics to ensure compliance to objectives

Ensure store conversions meet minimum objectives

Maintain awareness of new technology for software deployment

Keep International customers aware of current technology and coming technology so they can plan appropriately

Work closely with E Commerce team to deploy International OLO solutions

Ensure consistency between deployment, staging, and sales to ensure compliance with objectives

Process franchisee questions regarding simple billing questions in a timely fashion

Assist in upgrade initiatives during scheduled DPII IS solutions’ releases

 (10%) Customer Acceptance Testing

Perform customer acceptance testing for all new DPII IS solutions’ software releases to ensure international functionality is not adversely affected and works properly

Gather operating requirements for government certification (if needed)

Test and certify all new software functionality prior to deployment

Review customer requirements to ensure all documented functionality is tested

Document test case scenarios

Record all test results to be stored in a centralized location

Communicate test results with project coordinator and Operations Technology management team

Minimum 2 years of project support experience, primarily project task scheduling and managing multiple relationships with project stakeholders including internal and external clients

Experience in software deployment applications including SMS or similar products preferred

Experience or familiarity with:

Project planning, project scheduling and issue identification

Microsoft Office, specifically Excel, Visio, and Project

Ability to communicate with all levels of the organization

Ability to speak Spanish, Portugese, French, Hindi, Mandarin or Arabic preferred. Other second languages are still a plus however.

Excellent organization and time management skills to ensure project completion

Software installation, configuration, training and store operations background is highly desired

Must be able and willing to travel to international countries (25-40% of time) – in some cases, staying in-country for 1-3 weeks to complete initial configuration, installation and training of solutions.

Ability to accommodate cultural differences when travelling to foreign countries

***MUST speak Spanish (will be traveling throughout Mexico & South America for on-site support and trainin of POS systems at new Domino's**

Can be located in Ann Arbor, MI or South Florida