ATM/ITM Systems Analyst

National Institues of Health FCU
Implements computer system requirements by defining and analyzing system problems; designing and testing standards and solutions.

Part Time
City: Rockville

We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and Discover Banking With Heart at NIHFCU!
Be a part of our team where commitment to members with exceptional service and banking solutions that enhances their lives is our mission. If helping people and making a difference appeals to you, this is the place for you!

At NIHFCU, one of our core values is investing in our employees, which is why we offer perks like these:
• Benefit Package for all Full time employees includes health, dental, vision, Life insurance benefits
• 401(K) and profit sharing
• Tuition Reimbursement
• Career Advancement and development
• Credit Union Membership with discounted services and products

The ATM/ITM Systems Analyst will design and perform complex analysis contributing to the selection and implementation of business systems optimized to meet business requirements in support of the Automatic Teller Machine (ATM)/Interactive Teller Machine (ITM) fleet. Implements computer system requirements by defining and analyzing system problems; designing and testing standards and solutions. Ensure high-quality ATM/ITM service and performance by maximizing ATM/ITM network up-time/availability. Provide second-level ATM/ITM help desk support for day-to-day network operations including weekends. Perform limited repairs and preventive maintenance on units overseeing software patches, ticket submissions and tracking. Provide technical support for ATM events, such as installations, de-installations, conversions and projects. This includes gathering and analyzing data in support of ATM/ITM management, testing and implementing enhancements in the test and production environments. Maintain and utilize ITM lab for employee training and pre-deployment testing of upgrades.

Major Duties & Responsibilities

•Responsible for stable operations of the fleet, overseeing ATM/ITM software patches, ATM/ITM ticket submissions & tracking, performance up time, Video software, on-call including weekend branch hours and extended weekday hours for teller operations.
•Monitor the ATM/ITM network to determine opportunities for improving up time and performance. Provide second-level help desk support to the local vendor technicians, service management team, and other internal and external resources in order to resolve ATM/ITM hardware, software and communications problems.
•Perform in-depth troubleshooting on complex or persistent ATM/ITM, system and communications problems. As appropriate, escalate complex or persistent issues to the appropriate vendor and/or credit union personnel. Provide feedback to vendors to correct problems and build relationships.
•Assist with the planning and implementation phases of various ATM/ITM projects providing technical and logistical support for ATM/ITM installations, de-installations, replacements, conversions and related projects as assigned.
•Requires network administration knowledge & skills, specific to NCR ATM/ITM operations environment.
•Assist the direct supervisor with operating the ITM Lab with test ATMs/ITMs and ensures it can utilized effectively for various ATM/ITM related projects. Oversee the pre-installation prep (notifying network processor and device set-up), testing and unit trial operations before public live installation.
•Coordinates equipment and supply orders and tracking, managing vendors and perform required monthly business reporting of ATM/ITM performance.
•Additionally, responsible for acting as the liaison between NCR and Retail/Branch/Teller Operations, Information Technology and the end users to resolve performance issues and improvement requests.
•Provide ATM/ITM hardware, software and communications training for back-office support staff, branch network personnel and service vendor personnel. Maintain current reference materials and problem resolution/escalation procedures for each group.
•Provide technical support to the ATM/ITM Cash Settlement and Accounting GL group to address cash outages at remote locations.
•Review ATM/ITM inactivity tickets, chronic event (recurring problem) tickets and the ATM/ITM non-dispense report on a daily basis. Place service calls and follow-up calls as needed to minimize client impact. Prepare a daily report to summarize on-going problems for other support groups at the end of the day. Provide daily, weekly and monthly reports to include overall ATM/ITM availability, individual ATM/ITM downtime/faults and ATM/ITM issues log.
•Completes all other tasks, assignments or functions as assigned and/or required.
•Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
•Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union.

Education & Experience
•Associate’s or Bachelor’s degree in IT, Finance, Business preferred or a business-related field with a minimum of two (2) years of ATM technical bank operations experience, technical help desk position or in an equivalent technical position.
•Must have computer and network experience; Network+, Security+ or MSCE certifications a plus
•Customer service experience preferred; Travel between work locations will be required.
•Must be able to work multiple shifts as needed, able to perform on-call hours and work additional hours, weekends and holidays as required.
•ATM/ITM repair and equipment maintenance experience preferred.

How To Apply: