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.

Title: Account Support Analyst II

Location: Belgrade, Serbia

Grade: 9

Position Summary & Key Areas of Responsibility:

Reporting to the Client Operations/Executive Services Director. The candidate acts in support of the operational customer relationship management. Candidate must have subject matter expertise in NCR’s Managed Service offerings and solutions, systems, and portions of process architecture.

Assumes accountability for overall success of the customer relationship, delivery of contractual SLA's and drives profitability of the account throughout its lifecycle. Provides input to others in setting the direction for future processes and infrastructure changes; ensures resources required to deliver services are properly engaged via operations, owns and manages any necessary corrective actions plans and ensures account.

• Position is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability

• Position required to maintain working relationships with all WCS operations-focused groups, including, but are not limited to, the Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers

• Position must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Transition and Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate WCS internal projects for the customer to ensure hand off into life cycle is effective and seamless from Customer perspective.

• Responsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts Plans

• Communicate specific SLA (Service Level Agreement) requirements to specific locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance

• Participate in services planning sessions; Communicate major account specific install base changes to all Services operational groups. Support all relevant CI/CX goals and objectives for the T&T line of business.

• Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services

• Run standard and ad-hoc reports; Gather information for Service Reviews, Operational Dashboards and other reporting requirements including regular file value and revenue required to manage the financial performance of supported accounts

• Work with customer help desks/TAC/NOC on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on services and reporting deliverables

• Submits regular SOM requests to manage billing inputs, moves adds changes required for successful life-cycle management of the installed customer base

• Ensures successful design, development, and deployment of global services processes and related infrastructure; Manages portions of a project; Tracks, updates, communicates project status, scheduling and documentation

• Perform analysis on all penalties for all NCR service delivery contracts subject to penalties

• Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation.

Basic Qualifications:

• Bachelor’s Degree or 1-3 years of related experience

• Analytical and/or technical experience, preferably within NCR Services

• Demonstrated proficiencies with Microsoft Office Suite software

• Knowledge of EDW queries, NCR proprietary systems and business process knowledge

• Excellent written and verbal communications skills

• Ability to work in a fast-paced environment and multi-task; Good time management and organizational skills

• Ability to identify and resolve issues with a sense of urgency

• Detail oriented

• Ability to work as part of a team or independently

• Willing to work non-standard business hours as required by customers. Preferred Qualifications:

• Experience in the various NCR Lines of Businesses

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.