ATM Technical Services Senior Analyst

Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

This is a full-time career opportunity that can be remote with a commutable distance of Lancaster, PA.

The primary responsibility of this role is to monitor the ATM network across the company footprint utilizing electronic monitoring tools and to troubleshoot issues for solutions. Incumbents will provide fast and useful technical and hardware assistance in a call center environment. They will also oversee implementation of upgrades and new system capabilities while ensuring adherence to company policies, procedures, and regulatory guidelines.

Work with business analysts and assist lines of business with analyzing, defining, and documenting technical requirements for projects and appropriate resource allocation to complete the projects.
• Meet with business and technology partners to identify process improvement opportunities. Build and fosters relationships across the organization.
• Provide technical expertise to support specified business systems. Apply a thorough knowledge of system capability and configurability against objectives of the business units to ensure the technology needs of the organization are met.
• Manage and resolve escalated software and hardware issues. Work with other technicians or analysts to resolve technical issues at the first or second level.
• Train new employees, guiding and advising other team members in the more complete phases of their work. Ensure the team is made aware of procedural changes and provide feedback on recurring issues and recent trends.
• Act as first point of contact for ATM hardware and technical assistance in a call center environment displaying excellent customer service skills during user interactions via emails, calls, and/or (ITSM) Information Technology Service Management Systems. Thoroughly document and track interactions using the (ITSM). Follow up with users on all open Service Requests and Incidents on a timely basis to ensure high level of satisfaction on work performed.
• Place and track hardware and software service calls to vendors when needed. Serve as primary point of contact and resource for ATM vendor relationships. Provide necessary communications and monitor progress through to ATM service restoration. Coordinate testing for internal or vendor directed system changes, releases and upgrades while ensuring adherence to change and risk management controls.
• Contribute to development of system modification requirements, manage and support sign-off of all ATM system activity in the corporate testing software, and update all internal department procedures.
• Maintain in-depth knowledge of system capabilities and high level of technical expertise for implementation and ongoing support of existing and new ATM hardware products, services, and systems.
• Manage the implementation and removal of ATM equipment for new locations and closing sites.
• Participate in projects, training, and seminars relevant to ATM hardware and bankcards.

Bachelor's Degree or the equivalent experience. Specialty: computer science, Information Science, Business Administration, or related field. (Required)

5 or more years ATM management and banking. (Required)

1 or more years business process analysis and software support, collection, and writing business and functional requirements in support of technology investment, preferably within the financial services sector. (Required)

ITIL knowledge or certification. (Preferred)

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate's knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

The hourly rate for this position is $24.13 - $40.24.

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future.