Account Support Analyst III

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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Are you ready for the next step in developing your career at NCR Atleos? You are encouraged to grow and continue to make a positive impact to help us transform, connect and run our customers’ technology platforms. As you consider internal growth and career opportunities, be sure to reference the Career Roadmap and Career Development Workbook. These resources have been created to guide you throughout this process.

Account Support Analyst (III)

• Applicant must be able to work in a Fast-paced, team environment working with internal networks and the external customer. Must be able to work independently and self-motivated and adapt to a change of responsibilities at short notice.

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

• Position required to maintain working relationships with all NCR Atleos operations-focused groups, including, but are not limited to, CallOne, 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 NCR Atleos systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate NCR Atleos internal projects for the customer

• 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 installation planning sessions; Communicate major account specific install base changes to all Services operational groups

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

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

• Run standard and ad hoc reports; Gather information for the Critical Care Process when needed

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

• Implements and maintains KB sub-components; Creates business rules for applications and writes tutorials

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

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

• Advanced knowledge of Microsoft Office Applications required. Candidate will be proficient in the use of Microsoft Excel including basic functions along with the ability to perform V-Lookup comparisons and build Pivot Tables for processing of customer provided Move, Add, and Change files. 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.

• Position required to support of 24/7 On Call on rotation for all region – On Call/Standby outside standard working hoursIf required, the position Work with customer for T&M PO assi