Service Design Analyst II

About the role

NCR Atleos, a global provider of financial access solutions, is hiring a Service Design Analyst II in Belgrade, Serbia, for its Global Service Delivery Digital Transformation team. The role supports the development, implementation and continuous improvement of tools and programs used across the Field Service Centre, Transaction Services, Global Remote Support and Technical Support teams. You will work with IT, Operations and other solution providers to deliver end-to-end solutions covering installation planning, incident and event management, technical support, field operations and parts logistics.

Key responsibilities

• Support the setup, implementation and ongoing enhancement of Oracle Enterprise Services for the Field Service Centre and other user groups, including Contracts, Installed Base, Order Management, Field Service and Workflow modules.
• Capture, analyze and document business and user requirements, turning operational needs into system or process improvements.
• Create unit test cases and test data, run unit tests and coordinate with testing teams to support releases.
• Analyze and report on auto-routing, manage Oracle Enterprise Services data such as territory setup for new hires and territory reorganizations, and own support tickets through investigation and resolution within agreed service levels.
• Contribute to the Agile development process, possibly in Business Analyst or Product Owner roles.

Required profile

• Bachelor's degree in Management Information Systems, Computer Information Systems or a related field.
• At least two years of services experience, preferably in a Field Service Centre environment.
• Experience working directly with business users to document requirements, identify improvements and resolve issues.
• Strong written and verbal English communication skills; flexible hours during and outside hypercare.

Required skills

• Advanced proficiency in Microsoft Excel.
• Desirable: working knowledge of Oracle Enterprise Services, Enterprise Call Management, the Command Centre Escalation Tool and Global Services processes.
• Desirable: QuickBase, Microsoft Power Apps or Tableau report development, and ERP quote-to-cash or logistics knowledge.

What we offer

• Private health insurance, life, accident and disability insurance, and wellbeing resources.
• Employee referral bonus program and baby bonus.
• Internal career pathing and advancement opportunities.
• Partner discounts for employees.