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ATM Service Center Analyst

  • Location: San Antonio, Texas, 78245
  • Job Type:Contract

Posted 14 days ago

Terrific 6+ month contract opening in San Antonio, TX for an ATM Service Center Analyst to start immediately!  Will be responsible for performance and ticket management of ATMs located globally. As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored. Will interface with various technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues.  Workshop is 24x7 (365 days a year – weekends and holidays).
Responsibilities include:
  • Subject Matter Experts (SME) may be required to support training of new or existing staff.
  • Provides guidance and instructional support for local teams and initial support to diagnose and resolve ATM issues.
  • Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.
  • Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.
  • Manage assigned ticket queue and track issues to closure.
  • Address and acknowledge tickets within the Service Level Agreement (30 minutes).
  • Report and follow-up aging and reoccurring ATM issues.
  • Assist with maintaining procedure documentation as it applies to specific countries.
  • Effectively communicate issues and status updates with business users, service providers, and management teams.
  • Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.
  • Utilizing monitoring tools and ticketing systems for addressing issues.
  • Review metrics (Spreadsheets, Data Trending/Analysis, Database). *as needed
  • Be the technology advocate for the businesses and/or customers we support.
  • Deliver exceptional customer service.
  • Team member is to take ownership in reviewing our current workflow processes to ensure their accuracy.
  • Fosters teamwork, share knowledge with peers and eliminate silos.
  • Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.
  • In-depth knowledge of the following:
    • Trouble Ticketing systems
    • Monitoring Tools
    • Network Protocols
    • LAN/WAN knowledge
    • TCP/IP
    • Internet/Browsers
    • Spreadsheets
    • MS Exchange
    • Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)
  • Strong communications skills in EMEA/Russian language
  • Ability to work various shifts, including 2nd and 3rd shifts and up to one weekend day.
  • Ability to follow complex and unique processes and adapt to change rapidly
  • Analytical thought needed to resolve issues in a variety of complex situations
  • Ability to manage multiple issues in fast-paced, deadline driven environment
  • Strong problem solving and decision-making skills
  • Superior organizational skills needed to manage several issues and follow-ups simultaneously.
If this is a perfect fit, Apply now!