The Systems Engineer 1 role, (focusing on the ATM channel), performs a critical role in delivery of the operational support for Citizens Bank’s ATM Platform. This role within the Consumer Technology Services department offers the opportunity to be part of the ongoing transformation and evolution of the customer-facing ATM Channel.
The ideal candidate has strong written and verbal communication skills with an operations and customer-first mindset.
Technology Scope of Position
The ATM Platform consists of all bank-owned ATMs across the country. The focus of this role is to provide the day to day support of the ATM platform in conjunction with third party service organizations. Included is the ability to remotely diagnose and correct issues with the ATMs themselves via a remote management tool.
Primary responsibilities include:
Monitor ATM Network via online monitoring application.
Dispatch Service vendors as needed to maintain availability SLAs
Proper Documentation of all actions and escalations within the monitoring application
Strict adherence to policies and procedures
Capacity and Performance Monitoring.
Troubleshoot complex issues within the environment.
Develop tools and processes for information gathering and analysis.
Have the flexibility to occasionally work off-schedule.
Provide input and/or direct teammates handling critical incidents, outages and root cause analysis.
2 to 5 years of experience in at least 2 areas of the role’s technology focus including monitoring, alerting, and management
Basic knowledge of networking.
Ability to create high-quality procedural documentation.
Dedication to improving knowledge base of the ATM Technology organization. Experience operating in a regulated environment (call center or tech help desk is a plus).
Strong ability to identify issues in the environment and can efficiently communicate the issues with colleagues and management.
Process oriented and can document work processes and workflows.
Able to succeed and integrate into a fast paced environment in a highly collaborative manner, self-motivated and requiring ability to operate with minimal supervision.
Ability to research and collaborate effectively.
Able to speak and write English at a professional and technically proficient level including understanding of good documentation practices.
Excellent time management skills and ability to prioritize work accordingly.
Education, Certifications and/or Other Professional Credentials:
Bachelor’s degree in engineering, IT or related discipline or equivalent experience
Hours and Work Schedule
Hours per week:
Tuesday 10 AM - 6:30 PM, Wednesday 10 AM - 6:30 PM, Thursday 10 AM - 6:30 PM, Friday 10 AM - 6:30 PM, Saturday 7 AM - 3:30 PM
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.