7-Eleven · 3 hours ago
Technical Support Center Data Analyst
SSC Enon OH
Full-time
Onsite
Entry, Mid Level
$54K/yr - $56K/yr
2+ years exp7-Eleven is a prominent convenience store chain, and they are seeking a Technical Support Center Data Analyst. The role involves managing daily IT support operations, ensuring efficient resolution of support requests, and optimizing workflows while maintaining compliance with IT policies.
Food and BeverageRetail
Responsibilities
Monitor the help desk ticketing system in real-time to ensure proper distribution and timely resolution of support requests
Prioritize and assign incoming tickets based on severity, impact, and available resources
Ensure SLAs (Service Level Agreements) are met by proactively managing ticket flow and follow-ups
Balance workload distribution among Technical Support Analysts to maintain efficiency
Identify and escalate critical or widespread technical issues to the appropriate resolver groups and leadership
Work closely IT leadership to ensure escalated issues are properly diagnosed and assigned
Provide real-time support to analysts by assisting with complex cases and ensuring adherence to troubleshooting procedures
Act as the main point of contact during major incidents, ensuring clear communication and coordination across teams
Track key metrics such as response times, resolution times, backlog, and ticket aging to identify trends and bottlenecks
Ensure that all tickets are properly documented with troubleshooting steps, resolutions, and follow-ups
Monitor adherence to IT policies, security guidelines, and standard operating procedures
Conduct shift handoff meetings to provide updates on ongoing issues, high-priority tickets, and queue status
Serve as the liaison between IT support teams and other departments to ensure seamless communication
Update leadership on queue performance, SLA compliance, and any significant roadblocks impacting service quality
Identify inefficiencies in ticket management processes and recommend improvements
Provide guidance and training to the Technical Support Analysts on best practices, ticket handling, and troubleshooting techniques
Collaborate with leadership to refine workflows and optimize queue management strategies
Ensure proper use of ticketing systems, dashboards, and monitoring tools to maintain smooth operations
Report system issues or workflow inefficiencies that impact queue management
Qualification
Required
Education: Associates/2 Year Degree
Years of Relevant Work Experience: 2+ years
Solid understanding of help desk operations, ticket management systems, and troubleshooting processes for end-user technologies (hardware, software, network, point-of-sale systems, etc.)
Excellent verbal and written communication skills, with the ability to relay technical information clearly to non-technical users and leadership
Experience identifying inefficiencies and contributing to process changes, SOPs, or training to enhance team performance and reduce incident volume
Proficient in ITSM tools (e.g., ServiceNow, Remedy), collaboration platforms (e.g., Teams, Slack), and common enterprise applications (e.g., Microsoft 365)
Ability to support knowledge base maintenance and contribute to training programs that reinforce best practices and consistency
Company
7-Eleven
7-Eleven is a convenience retailer store with retails of food and beverage. It is a sub-organization of Seven & I Holding.
10001+ employees
H1B Sponsorship
7-Eleven has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (105)
2023 (132)
2022 (132)
2021 (73)
2020 (71)
Funding
Current Stage
Public CompanyTotal Funding
$3M2023-07-17Undisclosed· $3M
1998-02-04IPO
Leadership Team
Douglas Rosencrans
Executive Vice President and Chief Operating Officer
Stanley Reynolds
President
Recent News
2026-01-11
2026-01-11
Company data provided by crunchbase