Account Support Analyst II

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TITLE: Account Support Analyst II LOCATION: Bentonville, AR    About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.   POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: • Position is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability • Position required to maintain working relationships with all WCS operations-focused groups, including, but are not limited to, the 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 • Position must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate WCS internal projects for the customer • Responsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts Plans • Communicate specific SLA (Service Level Agreement) requirements to specific 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 • Participate in installation planning sessions; Communicate major account specific install base changes to all Services operational groups • Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services • 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 • Work with customer help desks on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on reporting deliverables • Implements and maintains KM sub-components; Creates business rules for applications and writes tutorials • Customizes knowledge application features such as navigational views • Ensures successful design, development, and deployment of global services processes and related infrastructure; Manages portions of a project; Tracks, updates, communicates project status, scheduling and documentation • Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation