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

Title: Service Design Analyst II

Location: Belgarde, Serbia.

Position Summary

The Service Design Analyst II will join the Global Service Delivery Digital Transformation team, supporting the development, implementation and ongoing improvement of tools and programs used across the Field Service Centre, Transaction Services, Global Remote Support and Technical Support teams. The role will partner with IT, Operations and other solution providers to help deliver integrated, end-to-end solutions across installation planning, incident and event management, technical support, field operations and parts logistics.

The successful candidate will work directly with Services business users to capture requirements, identify process improvements, support system implementations and resolve operational issues. Field Service Centre experience and working knowledge of Oracle Enterprise Services, Enterprise Call Management and the Command Centre Escalation Tool are highly desirable.

Key Areas of Responsibility

• Support the setup, implementation and ongoing enhancement of Oracle Enterprise Services for the Field Service Centre and other designated user groups, including Contracts, Installed Base, Order Management, Field Service and Workflow modules.
• Capture, analyze and document business and user requirements, translating operational needs into clear system or process improvements.
• Create unit test cases and test data, perform unit testing and coordinate with relevant testing teams to support successful releases.
• Auto-Routing analysis and reporting
• Manage Oracle Enterprise Services data, including territory setup for new hires, territory reorganizations and business-as-usual changes submitted by global users.
• Own assigned support tickets through investigation and resolution within committed service-level agreements, including tracking system defects to successful closure.
• Work collaboratively across the team and contribute to the Agile development process in assigned roles, which may include Business Analyst or Product Owner responsibilities.

Basic Qualifications

• Bachelor’s degree in Management Information Systems, Computer Information Systems or a related discipline.
• At least two years of Services experience, preferably within a Field Service Centre environment.
• Experience working directly with business users to document system requirements, identify process improvements and resolve system issues.
• Advanced proficiency in Microsoft Excel.
• Strong written and verbal communication skills in English, with the ability to communicate clearly with end users.
• Flexible hours during Hypercare and outside of Hypercare

Preferred Qualifications

• Working knowledge of Oracle Enterprise Services, Enterprise Call Management, the Command Centre Escalation Tool and Global Services processes and operations.
• Strong analytical and solution design skills, with an understanding of project rollout processes.
• Experience with Quickbase, Microsoft Power Apps or Tableau report development.
• Knowledge of ERP quote-to-cash or logistics processes.
• Self-motivated and customer-focused, with the ability to work effectively across functional teams.
• Collaborative and team oriented.

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

Company Benefits:

• Private Health Insurance

• Employee Referral Bonus Program

• Wellbeing Resources

• Baby Bonus

• Life, Accident & Disability Insurance

• Numerous opportunities for internal career pathing and advancement

• Discounts for employees at NCR Atleos partners
   

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.

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