BI Analyst in Belgrade (Serbia)

Where: Belgrade (Serbia)

Extent of Work: Full Time

Click here to apply in English

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues

• Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers

• Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer

• Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates

• Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance

• Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required

• Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required

• Participate in installation planning sessions

• Provide input to the Customer Specific Service Aid Mini Manual (SAMM)

• Ensure that the customer uses the proper primary escalation contacts within WCS

• Isolates problems and creates resolution plans; Logs problem resolution/maintains databases

• Supports the resolution of known software problems to be fixed in later releases

• Prepares standard reports to ensure SLA is represented accurately

• Perform analysis on all penalties for all NCR service delivery contracts subject to penalties

• Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting

• Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change

• Assist with accounts receivable management; Run queries for margin improvement/incident reduction us

• Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities

• Possible travel required based on account requirements

 

 BASIC QUALIFICATIONS:

• Danish or Norwegian and English language proficiency is a must
• 0-1 year of related experience
• Administrative, analytical, and/or technical experience, preferably within Customer Services
• Demonstrated proficiencies with Microsoft Office Suite software
• Team player, ability to multitask, excellent communication skills, verbal and written as well as listening skills and assertiveness

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree
• Experience working with EDW and Tableau is a plus
• Six sigma (Yellow Belt or Green Belt) certification is a plus.

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