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IT Business Support Specialist

  • Posted
  • Ann Arbor, Michigan, United States

About Us

Domino’s Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately: we’re a reshaped, reenergized brand of honesty, transparency and accountability – not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream’ to local business owners, 90% of which started as delivery drivers and pizza makers in our stores. That’s just the tip of the iceberg…or as we might say, one “slice” of the pie! If this sounds like a brand you’d like to be a part of, consider joining our team!

Job Details

The IT Business Specialist will create, manage, and maintain deployment process plan for deploying our Next Generation (NGSS) POS system in U.S. Domestic stores. This role will interact with franchisees and internal stakeholders in the process to ensure that stores are equipped to transition to NGSS and assist in the transition to the new POS system.


(60%) NGSS Project Management

  • Understand NGSS POS existing functionality
  •  Leads the development of strategic plans for projects of high business complexity
  • Able to document and communicate new business requirements
  • Maintain an accurate project plan for each project
  • Produce project plan reporting that enables scope, cost, and schedule discussions
  • Coordinate and collaborate with the development managers, customers, and their respective teams to meet scope, cost, and schedule requirements.
  • Miscellaneous project management items, including meeting facilitation, minute taking and distribution, ticket creation, follow up, problem escalation and resolution

(10%) Support IT Project Management Office

  • Manage and track IT-wide project portfolio of projects to ensure proper reporting to management
  • Support and work within existing IT and business processes
  • Assist IT efforts to analyze existing processes and help teams make changes where business appropriate

(10%) Project Escalation & Support

  • Establish meetings with GlobalCare management each period
    • Provide feedback from US Franchisees and Operations Partners
    • Address outstanding concerns and issues
    • Provide recommendations on process improvements
  • Escalation of issues
    • Work with GlobalCare and other internal teams to drive urgency for all outstanding issues in need of immediate attention

(10%) Develop and maintain relationships with US Franchisees and Operations Partners

  • Setup and execute franchise communication schedule
    • Create a schedule for an organized communication plan with key contacts
    •  Execute against communication plan
    • Follow up with status updates on any outstanding issues or concerns
  • Maintain open communication with RVP’s, FOD’s, and area leaders
    • Franchise concerns, questions, and challenges
    • Outstanding issues
    • Technology rollouts
    • Respond to questions and concerns from corporate operations and IT personnel
  • Discuss DPZ IS solutions software needs, hardware needs and associated costs with domestic franchisees and Operations partners
  • In market visits with select franchisees a minimum of 4 times per year
    • Establish strong relationships with franchisees
    • Understand the franchise business from a technology perspective
    • Return to Domino’s corporate office with input on technology needs

(10%) Additional Project Support

  • Aid as needed with technology projects and initiatives
    • Feedback from franchisee perspective
    • Provide guidance based on knowledge of US Operations Technology
    • Provide some assistance with internal QA efforts
  • Aid with Team USA technology as needed
    • Light project management
    • Equipment ordering
  • Aid with International Ops Technology as needed
    • Assist with new market openings and markets converting to Pulse
    • Provide advanced technical support as needed


  • Minimum 2 years of project management experience, primarily project task scheduling and managing multiple relationships with project stakeholders including internal and external clients
  • Knowledge of POS systems
  • Strong project management, leadership, and organization skills
  • Experience or familiarity with:       
    • Project management, project planning, scheduling, risk management and issue identification and resolution
    • Microsoft Office, specifically Excel, Visio, and Project
  • Strong communication skills with all levels of the organization
  • Candidate must be thorough and detail-oriented
  • Able to work on multiple priorities in a deadline-driven environment
  • Must be able to remain calm in pressure situations and adapt quickly to change
  • Must have the ability to work independently and with minimal supervision
  • Process improvement experience preferred
  • Demonstrated ability to coordinate and deliver complex technical projects to specifications
  • Software installation, configuration, training, and store operations background is highly desired
  • Must be able and willing to travel within the United States, staying in-market for 4 – 5 business days.
Additional Information

All your information will be kept confidential according to EEO guidelines.