Lead Systems Analyst, Customer Recovery

This role is responsible for building and maintaining deep technical understanding of the customer recovery ecosystem so that:

• Future work is designed correctly the first time
• Architectural decisions are intentional rather than emergent
• Stories, initiatives, and platform changes are grounded in how the systems actually behave today

The role serves as the technical throughline across multiple recovery system, key integrations, enabling strategy and delivery to scale without accumulating avoidable complexity.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

• Own technical understanding of end-to-end customer recovery flows across frontend applications, backend services, and third-party systems.
• Lead technical discovery for new initiatives by tracing data, service interactions, and event flows.
• Identify system constraints, coupling, and integration risks and recommend technically sound solutions.
• Partner with engineers to shape implementation approaches and validate feasibility.
• Inspect and validate APIs, service behavior, and data flow using testing and monitoring tools.
• Support observability through ownership of dashboards and system health analysis.
• Contribute to event-driven patterns and behavioral analytics consistency.
• Review and validate API contracts, schemas, and integration documentation.
• Produce and maintain system diagrams and technical documentation.
• Represent the recovery platform in cross-team technical discussions

• Bachelor’s Degree or the equivalent combination of education, training and experience from which comparable skills can be acquired
• 3+ years of relevant work experience
• Strong understanding of microservice architectures and service integrations. 
• Proven experience leading technical discovery in complex, multi-system environments. 
• Comfortable analyzing APIs, data models, and service interactions. 
• Experience with observability and monitoring tools. 
• Working knowledge of event-driven systems and behavioral analytics. 
• Ability to query and validate data for investigation and design support. 
• Strong technical documentation and communication skills. 
• Experience working with shared ownership or vendor-managed systems. 
• Sharp analytical and problem-solving skills. 
• Self-starter who completes responsibilities with minimal supervision 
• Excellent written and verbal communication skills 

• Bachelor's degree in Computer Engineering, Computer Science, or related technical field
• 5-7+ years of relevant work experience

Experience using the following:

• Datadog
• Postman
• SQL 
• DynamoDB
• Redpanda (Kafka-compatible)
• Microservice architectures (REST, events)
• Buf / API schema tools
• Backstage or service catalogs
• System diagramming tools