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ATM Service Center Analyst

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

Posted about 1 month ago

Grow your career as an ATM Service Center Analyst with an innovative global bank in San Antonio, TX. Long-term contract with excellent growth potential. Will be required to work onsite. Will be responsible for performance and ticket management of the company’s ATMs located globally. Will provide 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.
 
Responsibilities:
  • Subject Matter Experts (SME) may be required to support training of new or existing staff.
  • Provide 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.
  • Work shop is 24x7 (365 days a year – weekends and holidays).
  • Utilize 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 being supported.
  • Deliver exceptional customer service.
  • Team member is to take ownership in reviewing current work flow processes to ensure their accuracy.
  • Foster teamwork, share knowledge with peers and eliminate silos.
  • Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.
  • Determine the extent of the problem and ensure that proper notification/escalation procedures are followed. After the trouble has been resolved, must analyze and present data to explain the cause and steps to prevent reoccurrence.
  • Manage trends or alerts to identify the underlying issue and initiate standard remediation.
  • Perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant.
  • Take ownership and accountability of your own deliverable actions.
  • Able to multi-task and provide 1st level support in the diagnosis of all application and hardware devices.
  • Identification of trends, repeating alerts or generic issues should all be investigated.
 
Qualifications:
  • Bilingual: English and Cantonese.
  • Language support maybe needed for NA, EMAE, ASPAC and LATAM Countries.
  • Able to work various shifts, including 2nd and 3rd shifts and up to one weekend day.
  • Possess 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).
  • Able to follow complex and unique processes and adapt to change rapidly
 
About our client
 
Our client stands as one of the worlds most renowned global banks and trusted brand with over 200 years of continuously evolving financial services. Its teams provide unique insights to more than 200 million clients and enable progress all over the world. While growing your career, you will work alongside some of the smartest minds in the industry who are excited to share their knowledge and to learn from you.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.