Problem Management Analyst

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.

• Utilizing ITIL framework, identify Problems and create Problem Records in NEOS
• Prepare statistics, KPI and trend reports for use in the Problem Management process. Identify Problems through the review and focus on optimizing processes
• Proactively detect and prevent future Problems/Incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. 
• Coordinate and lead Problem Investigations, Root Cause Analysis and all other Problem Management activities throughout the Problem lifecycle.
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. 
• Ensure the Problem Investigations progress through the Problem Management process in a timely and prioritized fashion
• Create and track Known Errors resulting from Problem Investigations.
• Manage and maintain information stored in the Problem, Solution and Known Error database
• Ensure recurring Incident resolution is addressed with urgency through implementation of Workarounds and Solution
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Coordinate, convene and facilitate major incident and problem review meetings
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
• Create and deliver external content regarding service disruptions
• Ensure that the problem management information reflects accurate errors and is complete
• Develop trend analysis and prepare service improvement plans to address identified gaps
• Ensure recurring incident resolution is addressed with urgency
• Manage and maintain information stored in the problem database
• Maintain a comprehensive understanding of all aspects of product delivery and operations.

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.