Citi Group Systems Specialist - C05 SAN ANTONIO 

United States, Texas, San Antonio 

597195868

ATM Service Center Analyst

CO5 System Specialist – ATM Service Center

PRINCIPAL DUTIES AND RESPONSIBILITIES

* This is a phone-based role which the agent will support both inbound and outbound calls during shift.

* Workshop is 24x7 (365 days a year – weekends and holidays).

* Deliver exceptional customer service.

* Subject Matter Experts (SME) may be required to support training of new or existing staff.

* 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

* 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.

* Utilizing monitoring tools and ticketing systems for addressing issues.

* Be the technology advocate for the businesses and/or customers we support.

* Team member is to take ownership in reviewing our current workflow 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.

Technical Knowledge/Skills Required

* Strong communications skills both verbal and written.

* Language support maybe need for NA, EMAE, ASPAC and LATAM Countries

* Ability to work various shifts, including 2nd and 3rd shifts and up to one weekend day.

* Ability to follow complex and unique processes and adapt to change rapidly

* Analytical thought needed to resolve issues in a variety of complex situations

* Ability to manage multiple issues in fast-paced, deadline driven environment

* Strong problem solving and decision making skills

* Superior organizational skills needed to manage several issues and follow-ups simultan

Anticipated Posting Close Date:

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