Job Information
NCR Atleos Business Operations Analyst in BELGRADE, Serbia
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
LOCATION: Belgrade, Serbia
GRADE: 09
Full time work from office, Monday-Friday, 3pm-11pm local Belgrade time
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY
Analyst will work as a coordinator for all region specific Managed Services (MS) offers for non-operational issues (i.e. Change, Work Request, Customer Query, Security questions etc…) and is accountable to drive closure to these issues.
Employee will help drive standardization of process that involves customer escalations, triage and resolution.
Manage contract performance, Service Level Agreement (SLA) compliance for MS customers and serve as an internal point of escalation for any SLA non-compliance, deliver MS reporting.
Responsible for any move, add, changes and discontinuation of HW, SW, Networking gear and Services to a customer account.
Act as a change manager for the customer and participate in change advisory board (CAB) to drive change requests. He/ She will drive Change/ Work Requests into an ITSM tool for proper triage and approval.
Conduct regular monthly service reviews and participate in executive quarterly business reviews if applicable. He/ She will set up adhoc technical reviews, commercial or strategic reviews upon customer request.
Additionally, this position could take actions of coordinating deployment of software packages (such as Microsoft Security updates, Aptra Edge updates, and customer marketing campaigns) in accordance with release schedules. Remote software distribution and remote support activities for technical and operational troubleshooting of endpoint solutions; preferably ATMs. Skills in DCS, SCCM & CA technologies are desirable.
Key Requirements
Passionate individual to drive customer loyalty and customer experience
Effective communicator with 2+ years of experience in a customer support role or in a sales capacity.
Familiarity with ITIL concepts and ITSM.
Basic project management skills
Additional/preferred qualifications
Help desk or technical support experience
Basic knowledge of Remote and Managed Services
Basic technical skills (Network, System Administration, Remote Software Distribution and Remote Support Activities)
Knowledge of one or more ticketing systems (ServiceNow, BMC Remedy, GEMS, SalesForce or others)
Six Sigma Yellow Belt certification
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.