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Support & Development Analyst - Product & Guest in Greenwood Village at Red Robin

Date Posted: 4/12/2018

Job Snapshot

Job Description

Based out of our Home Office in Greenwood Village, CO, this entry level software development role is a unique opportunity for individuals who have experience working in IT or a technical role but have little to no experience writing code. In addition to support and configuration duties, the successful candidate will work side-by-side with software engineers and engage in self-study to explore a career in software development/engineering while actively contributing deliverables. While this role does not require previous software engineering/development experience, we are looking for someone who has a strong, demonstrated interest in pursuing this career path.


  • Serves as primary support contact for all issues forwarded to the IT Product and Guest Team. He/she will resolve most issues and triage the rest, ensuring all are brought to a successful resolution with high customer satisfaction. Additionally, he/she will look for opportunities to enable the help desk through documentation and/or training.
  • Conducts all set-up, documentation and may lead user acceptance testing (UAT) for Red Robin Royalty (Loyalty) offers.
  • Functions as an “Engineering Apprentice” to the IT Product & Guest Software Engineering Team. In this role, he/she will work with all our engineering specialties (including back-end web services & API development, front-end web development and Salesforce Development).
  • Manages the IT Product & Guest support ticket queue using Service Now.
  • Identifies, researches and diagnoses production issues such as defects, questionable functions, errors and inconsistencies in system functions, outputs and content.
  • Provides exceptional customer service to Field and Home Office Team Members whose tickets are assigned to the IT Product & Guest team.
  • Works with Vendors and/or other Team Members to solve issues that result in service tickets.
  • Proactively seeks opportunities to train and empower help desk Team Members to resolve more tickets without the need to escalate.
  • Documents and configures Royalty offers in a test environment, monitors QA and may conduct UAT.
  • Actively participates in engineering tasks/projects and produces prescribed deliverables.
  • Engages in self-study and/or training to learn software engineering skills specified by the Business Relationship Director and/or Business Solutions Architect.
  • Executes tests – unit, system and integration – for his/her code as well as peer reviews of other developer’s code.
  • May assist QA Engineers in the development of test cases.
  • Adheres to organizational ITIL and ITSM standards.


  • Bachelor’s degree (or equivalent work experience) in Business, Computer Science, or a related field
  • Strong understanding of IT operations and IT integration lifecycles, templates and methodologies.
  • Analyzes and tackles problems with a logical and methodical delivery approach.
  • Asks probing questions. Listens attentively to understand others’ needs, ideas and concerns.
  • Proven ability to think strategically and to communicate the strategy to others.
  • Ownership mentality and growth mindset.
  • Proactively seeks and is open to feedback from others.
  • Stays focused under pressure.
  • Follows through on commitments.
  • Displays appropriate balance of humility and confidence.
  • Treats others with genuine care and respect.
  • Can operate independently and knows when to ask for help.
  • Spots and nurtures opportunities for collaboration and input.
  • Encourages open discussion and debate.
  • Exhibits excellent customer service skills.
  • Desire to take on tough challenges and find creative solutions to address them.
  • Familiarity with any of the following is desired:
    • Aloha Loyalty (or other Loyalty Platform)
    • Adobe Experience Manger (or other CMS)
    • Salesforce Service Cloud or Marketing Cloud
    • XML
    • HTML
    • JSON
    • Java
    • JavaScript
    • AngularJS

Red Robin is an Equal Opportunity & E-Verify Employer