- Location
- Belgrade Campus, Serbia · BANJA LUKA, BIH
- Type
- Full-time
- Experience
- 3+ years
- Source
- Workday
Description
About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Job Title: Problem Analyst
Location: Belgrade, Serbia
Shift: 10h - 18h
Role Overview
We are looking for a proactive and analytical Problem Analyst to join our team. In this role, you will drive Problem Management best practices across the organization, helping to reduce recurring incidents, improve service quality, and minimize business impact.
As part of a dedicated team, you will manage the full Problem Management lifecycle, from trend analysis and root cause investigation to resolution tracking and stakeholder communication. You will work closely with technical teams, vendors, and senior stakeholders across the business.
Key Responsibilities
- Identify recurring issues through trend analysis and reporting.
- Manage the end-to-end Problem Management lifecycle, working with SMEs to drive resolution.
- Lead Problem Review Boards and communicate updates to stakeholders.
- Maintain and manage the Known Error Database (KEDB).
- Support critical incident management to reduce recurrence and mitigate risk.
- Ensure efficient resolution of incidents and problems in line with service levels.
- Produce and deliver service management metrics, reporting, and insights.
- Collaborate with internal teams, vendors, and stakeholders to improve service performance.
- Present findings, recommendations, and outcomes to audiences at all levels.
- Proactively manage stakeholder expectations and drive continuous improvement initiatives.
- Provide support during critical situations, including outside normal business hours when required.
Skills & Experience
Required
- Minimum 3 years of experience in a Service Desk, IT Operations, or Service Management environment.
- Proven experience in Problem Management and root cause analysis.
- Strong analytical, reporting, and trend analysis skills.
- Excellent written and verbal communication skills.
- Strong stakeholder and vendor management experience.
- Excellent organizational, planning, and time management skills.
- Ability to work independently, manage priorities, and perform under pressure.
- Strong negotiation, conflict resolution, and influencing skills.
- Experience creating reports and delivering presentations to varied audiences.
Preferred
- Experience in a software, technology, or services environment.
- Knowledge of ITIL Incident and Problem Management practices.
Core Competencies
- Analytical and problem-solving mindset
- Ownership and accountability
- Customer-focused approach
- Strong communication and stakeholder management skills
- Attention to detail and process orientation
- Collaborative and team-oriented attitude
- Ability to influence positive outcomes across teams and departments
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
