Transactions Analyst / 2nd shift

About the Role

Help customers by ensuring ATMs and Teller Cash Recyclers are available. Drive critical field deployments and restore service quickly through coordination and problem-solving. As a Transaction Analyst in the ATM Monitoring Group (AMG), support ATM projects including new installations, replacements, and temporary moves. Serve as a liaison across Technology, Real Estate, third-party suppliers, cash and security vendors, and field technicians to remove blockers and accelerate resolution. This role directly impacts customer transaction uptime and the health of a fleet of 15k+ ATMs/TCRs. The schedule is Monday-Friday, 12pm – 9:00 pm, with a 10% shift differential. Non-traditional or additional hours may be required.

Key Responsibilities

• Manage ATM project execution for new installations, replacements, and temporary moves, ensuring milestones and readiness steps are met.
• Support active technician dispatches and device health monitoring to maximize ATM/TCR uptime.
• Coordinate with Technology, Real Estate, third-party suppliers, and vendor partners to align on schedules, dependencies, and site readiness.
• Act as a primary liaison between support groups to create clear pathways to issue resolution and escalation.
• Guide and support field technicians through installation steps and remote software load/configuration activities.
• Apply documented procedures and resolution playbooks while adapting to unique, real-time site conditions.
• Troubleshoot deployment and configuration issues using analytical problem-solving and structured triage.
• Manage concurrent issues in a fast-paced environment, including inbound/outbound calls and real-time status updates.
• Maintain accurate project and case documentation, including updates to project details and outcomes.
• Communicate clearly with both technology and non-technology stakeholders, setting expectations and next steps.

Requirements & Tech Stack

• Experience supporting deployment and configuration of technology devices in a large, enterprise environment.
• Working knowledge of ATM/TCR installation workflows and the roles required to complete installs (technicians, cash/security vendors, and other trades).
• Ability to support installation activities remotely, including guiding field technicians through steps and software load/configuration processes.
• Strong troubleshooting skills combining procedures with analytical problem-solving.
• Proven ability to multi-task in a fast-paced environment while managing multiple concurrent issues.
• Strong verbal and written communication skills with the ability to tailor messages to different audiences.
• Comfort handling inbound/outbound phone calls while executing operational processes.
• Strong attention to detail for updating project details, documenting actions taken, and tracking outcomes.
• Ability to collaborate effectively across multiple teams and external partners.

Qualifications (Preferred)

• Prior experience directly supporting ATM field technicians during installs and turn-ups.
• Familiarity with ATM monitoring/dispatch operations and device health management concepts.
• Experience coordinating across Technology and Real Estate workstreams in a project-driven environment.
• Demonstrated ability to identify recurring issues and suggest process improvements.