Problem Analyst

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

Position: Problem Analyst
Location: Belgrade, SRB
Grade: 9

We are seeking a proactive and self-motivated Problem Analyst to join our team. This role is critical in ensuring consistent and timely delivery of Problem Management best practices across the organization.

As part of a small, dedicated team, you will be responsible for managing the full lifecycle of Problems—from identification and root cause analysis to resolution and communication. You will engage with stakeholders at all levels, including up to VP, and must be confident and effective in both written and verbal communication.

Key responsibilities:

• Trend analysis to identify recurring problems
• Manage lifecycle of problems to resolution with support of SME’s
• Host Problem Update Boards to notify internal stakeholders of known problems
• Coordinates and manages the known error database
• Manage critical incidents to reduce recurrence and mitigate impact/risk
• Ensure efficient and effective resolution of all incidents and problems across the business in line with agreed service levels
• Develop, manage, and deliver service management data and reporting

Requirements:

• Fluent in Italian, written and spoken
• Exceptional communicator, a sound influencer with the ability to communicate at all levels
• Good customer service skills, and able to proactively manage customer expectations.
• Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven
• Ability to work on own initiative rather than to a strict process
• Strong report writing and analytical skills
• A team player but with the ability to work on own and under pressure
• Able to negotiate in difficult situations to reach a successful conclusion
• Ability to manage and resolve conflict and able to work effectively at all levels of the organization
• Ability to step up when needed and offer support even when outside normal hours if required
• Excellent analytical and trend analysis skills.
• Ability to create and deliver clear presentations that demonstrate clear outcomes
• Minimum of 3 years within a Service Desk
• Demonstrated ability to manage problems.
• Strong vendor and stakeholder management experience.
• Experience working within Software and Services environment is beneficial

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”