Job Description

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers. The Technical Product Analyst is a part of the End User Infrastructure and Operations team and reports to the Technical Product Owner for Portal Services and User Experience. The role is responsible for optimizing the overall user experience when interacting with various products and services supported by EUIO team. They will evaluate products and services for the end user and infrastructure team by understanding business requirements, conducting user research, and translating user insights that will be communicated to the various product owners. In addition, they will work with the tower lead to shape the various product and services development processes by having a user-centric mentality and collaborating with different product owners to create a unified product strategy.

Accountabilities and Responsibilities

• Define the product delivery roadmap and key milestones, guiding the team towards successful execution and delivery.
• Accountable for the overall quality of product or platform implementations, ensuring they are delivered on time and within budget.
• Conduct risk assessments, develop risk management strategies, and implement policy standards or procedural changes as necessary.
• Manage relationships with a diverse set of partners in both corporate and global settings.
• Serve as a primary point of contact for preparing parts of the company for new system implementations or enhancements.
• Communicate regular status updates to leadership, emphasizing key achievements and identifying any risks/issues.
• Collaborate with the broader team to identify root causes and devise solutions for complex issues.
• Handle service issue escalations or outages, coordinating with the support provider to resolve any service or support issues.
• Support activities outside of infrastructure service areas, such as application support and development.
• Proven self-starter. Takes initiative to implement continuous process improvements. Comfortably operates with minimal direction.
• Confirmed project management skills – delivers timely and within project budget, leads scope, appropriately sets customer expectations, provides regular status reports, and resolves issues quickly.
• Engages in continuous learning - actively researches software upgrades and new functionality
• Collaborate with tower lead and product owners to define user experience goals and metrics.
• Conduct user research and gather user feedback to identify user needs, pain points, and preferences.
• Translate user insights into documentation that can be used by the tower lead and product owners as input towards product strategy
• Conduct user testing to be used for future communication and training of products and services
• Work with development teams (as needed) to ensure the implementation of designs meets UX standards.
• Stay up-to-date with industry trends and best practices in UX design.
• Keen interest and awareness of future developments in website, mobile, software, and technology trends and innovations.
• Understand product specifications and user psychology
• Create personas through user research and data
• Define the right interaction model and evaluate its success
• Develop wireframes and prototypes around customer needs
• Find creative ways to solve UX problems (e.g. usability, findability)
• Work with cross-functional teams to ensure a seamless user experience

Benefits eligible: Yes
Bonus eligible: Yes
The expected salary range for this role is $98,140-$125,130 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.

Qualifications

• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.
• Demonstrated ability to work across a large set of internal customers in technical and non-technical roles.
• Managing expectations of end users and key partners from an overall Collaboration Solution perspective.
• Operational Excellence with key focus on SLA Management, Incident Management, Change Management, Knowledge management and Problem Management
• Ability to handle consistent cross-collaboration and scope definition, thriving in ambiguity.
• Someone willing to learn and have engaging dialogue on the merits of a system.
• Self-motivated, customer and delivery focused with the ability to convey thoughts and ideas clearly and effectively in written and verbal form and have the skills for problem solving.
• A great teammate comfortable with collaborating outside of reporting lines.
• Has a service-oriented mentality and knows what makes for good user experience.
• Outstanding verbal and written communication skills, proficient in conveying complex technical concepts to diverse audiences.
• Strong analytical and problem-solving capabilities, proactive in issue identification and resolution.

Experience

• Bachelor’s Degree in a technical field is required.
• 3+ years experience working in a UX / UI designer role
• 3-5 years’ experience as a shown problem solver in a complex organization
• 3-5+ years’ experience in Full life-cycle software development
• 3-5+ years’ experience of coordinating and managing projects.
• 3+ years working for both web and mobile platforms
• Demonstrated competency in handling multiple projects concurrently, with a keen focus on detail and deadlines.
• Demonstrated ability to handle service issue escalations, outages, and risk assessments, with a focus on quick and efficient resolution.
• A history of ensuring the quality of product or platform implementations, delivered on time and within budget.
• Experience in managing diverse sets of partners in both corporate and global settings.
• Proven experience serving as a liaison for system implementations or enhancements, effectively preparing and guiding parts of the company through transitions.
• Demonstrated ability to handle service issue escalations, outages, and risk assessments, with a focus on quick and efficient resolution.
• Experience in defining and executing product delivery roadmaps, ensuring timely and quality delivery of services.

Additional Information

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.