Le Duff America i s the U.S. affiliate of French-based Groupe Le Duff. Groupe Le Duff started with a single French café-
bakery in Brest, France in 1976. It quickly grew into an international corporate and franchised family of restaurants centered around authentic French fare.
Today, the combined Le Duff Family of brands is recognized as the largest bakery-café company in the world. LDA currently owns and operates a number of North American café brands which include la Madeleine French Bakery & Café, Mimi’s Café, and Brioche Doree.
DESCRIPTION OF POSITION
TITLE : IT Digital Solutions Engineer
DEPT : Information Technology
REPORTS TO : Director of IT Digital Solutions
POSITION PURPOSE & JOB SUMMARY
The IT Digital Solutions Engineer provides support for all LDA Bakery / Cafe Digital Solutions including off-premise ordering solutions, Loyalty programs, CRM and CMS platforms and other systems that comprise the LDA digital ecosystem along with associated upstream reporting and cloud solutions.
Assist Solutions Managers with the selection, integration, implementation, evolution, and delivery of solutions that run within LDA Brand Bakery / Cafes, in the cloud, and across the enterprise including guest facing technologies.
Assist with evaluation and selection of vendor solutions. Assist with training and leadership to IT and field technicians.
Partner with solutions managers to plan, execute, manage, maintain, and finalize projects from beginning to end according to deadlines and budgetary parameters while minimizing impact to service.
Responsible for the configuration and administration of restaurant digital solutions and guest facing technologies. Expert in off premise ordering solutions, Loyalty programs and other digital and guest facing technologies across multiple brands.
Perform configuration and programming tasks such as changing prices and taxes, adding and removing items, and configuring discounts and promotions across multiple digital platforms including legacy systems
Configure, program, and test digital solutions software according to company requirements.
Troubleshoot digital solution and guest facing technology problems, provide level 2 support to the IT helpdesk and work with vendors as necessary to resolve support issues.
Responsible for installation, maintenance, upgrade, support of existing software, and technical support for digital solutions that operate the LDA Bakery / Cafes across the enterprise and including guest facing technologies.
Maintain interfaces between the various digital solutions and also with other systems such as Aloha POS, payment processors and upstream reporting / polling systems.
Work closely with project managers to estimate project costs, define all tasks and milestones, and manage resources within allocated budgets including equipment, solutions, and people.
Document solutions, implementation procedures, and troubleshooting processes. May act as project manager on one or more projects.
Teach and train Support Analysts, and Field Technicians.
Prepare accurate and timely reports and communicate the status of projects to team members and project managers.
Direct project team members (i.e., vendor partners, Solutions Architects, QA Testers, Helpdesk Analysts) through instructional documentation, team collaboration meetings, and training.
Manage outside vendor relationships and ensure cost effectiveness.
Work closely with operations and end users to develop integrated solutions that improve operating efficiencies, achieve strategic goals, simplify IT supportability and enhance the guest experience.
Evaluate, recommend, and implement problem tracking solution and incrementally add to the troubleshooting documentation and knowledge base to equip support analysts.
Prepare documentation for support of new technologies, and solutions.
Support first level Support Analysts, identify recurring issues, and recommend improved solution architecture to improve productivity and efficiencies.
Keep management well informed on a timely basis of progress, status, and concerns for each assignment.
DESIRED SKILLS & WORK EXPERIENCE
Education & Work Experience
Bachelor’s degree in IT or related field preferred.
2-4 years direct work experience with various digital technologies required.
2 years direct work experience as solutions engineer required
4 years of trouble shooting software and hardware problems
2 years of Help Desk Support experience
Extensive experience with Windows operating system and remote desktop tools
2 years of experience following project management processes
2 years of experience with solution integration between multiple systems required.
Restaurant operations experience a plus.
Knowledge, Skills & Abilities
Personal time management skills; ability to manage tasks and assignments, accountable for deadlines.
MS Office suite (Visio, Word, Excel, Power Point, and Outlook) required.
Independent work and collaborative team work required.
Strong analysis and problem-solving skills required.
Strong written and oral communication skills required.
Ability to work closely with Technicians, QA Testers, Systems Engineers, vendor partners.
Working knowledge of one or more Online Ordering Solutions, Loyalty programs, CRM systems, CMS systems or other components of a digital ecosystem is required.
Experience with creating and maintaining tight and seamless integrations between solutions is required.
Aloha POS experience desirable.
Travel up to 25% of the time.
Work is completed in a general office environment.
90% work on a computer.
Le Duff America offers Medical / Dental / Vision insurance, 401(K) Savings Plan, Flexible Spending Accounts, Tuition Reimbursement, Meal Discounts and other employee benefits.