ATM Technical Services Senior Analyst

ATM Technical Services Senior Analyst Overview

This is a full-time career opportunity that can be remote with a commutable distance of Lancaster, PA.

The primary responsibility of this role is to monitor the ATM network across the company footprint utilizing electronic monitoring tools and to troubleshoot issues for solutions. Incumbents will provide fast and useful technical and hardware assistance in a call center environment. They will also oversee implementation of upgrades and new system capabilities while ensuring adherence to company policies, procedures, and regulatory guidelines.

• Work with business analysts and assist lines of business with analyzing, defining, and documenting technical requirements for projects and appropriate resource allocation to complete the projects.
• Meet with business and technology partners to identify process improvement opportunities. Build and fosters relationships across the organization.
• Provide technical expertise to support specified business systems. Apply a thorough knowledge of system capability and configurability against objectives of the business units to ensure the technology needs of the organization are met.
• Manage and resolve escalated software and hardware issues. Work with other technicians or analysts to resolve technical issues at the first or second level.
• Train new employees, guiding and advising other team members in the more complete phases of their work. Ensure the team is made aware of procedural changes and provide feedback on recurring issues and recent trends.
• Act as first point of contact for ATM hardware and technical assistance in a call center environment displaying excellent customer service skills during user interactions via emails, calls, and/or ITSM systems. Thoroughly document and track interactions using ITSM. Follow up with users on all open Service Requests and Incidents on a timely basis to ensure high level of satisfaction on work performed.
• Place and track hardware and software service calls to vendors when needed. Serve as primary point of contact and resource for ATM vendor relationships. Provide necessary communications and monitor progress through to ATM service restoration. Coordinate testing for internal or vendor directed system changes, releases and upgrades while ensuring adherence to change and risk management controls.
• Contribute to development of system modification requirements, manage and support sign-off of all ATM system activity in the corporate testing software, and update all internal department procedures.
• Maintain in-depth knowledge of system capabilities and high level of technical expertise for implementation and ongoing support of existing and new ATM hardware products, services, and systems.
• Manage the implementation and removal of ATM equipment for new locations and closing sites.
• Participate in projects, training, and seminars relevant to ATM hardware and bankcards.

Education

Bachelor's Degree or the equivalent experience. Specialty: computer science, Information Science, Business Administration, or related field. (Required)

Experience

5 or more years ATM management and banking. (Required)

1 or more years business process analysis and software support, collection, and writing business and functional requirements in support of technology investment, preferably within the financial services sector. (Required)

Certifications

ITIL knowledge or certification. (Preferred)

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

To provide greater…