IT Analyst

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

The IT Analyst is responsible for managing the lifecycle of IT problems, ensuring their timely identification, investigation, and resolution to minimize business impact. This role focuses on root cause analysis, implementing long-term fixes, and preventing recurring incidents. This person works closely with various IT teams, service owners, and stakeholders to improve overall IT service quality and efficiency.

Key Responsibilities:

• Problem Identification & Analysis:

Analyze recurring incidents and trends to identify underlying problems.
Perform root cause analysis (RCA) using methodologies such as 5 Whys, Fishbone Diagram, and Kepner-Tregoe.
Maintain and update the Known Error Database (KEDB).

• Problem Resolution & Prevention:

Work with technical teams to implement permanent fixes (PIRs) and preventive measures.
Ensure workarounds are documented and communicated to support teams.
Drive continuous improvement initiatives to reduce problem recurrence.

• Stakeholder Collaboration & Communication:

Collaborate with Incident, Change, and Service Managers to ensure effective problem resolution.
Provide regular reports and updates on problem status and trends to IT leadership.
Facilitate problem review meetings and ensure action items are followed up.

• Process Management & Compliance:

Ensure adherence to ITIL best practices for Problem Management.
Develop and refine Problem Management policies and procedures.
Conduct training and awareness sessions for teams on problem management processes.
 

Required Skills & Qualifications:

• Technical & Analytical Skills:

Strong understanding of ITIL framework (ITIL v3/v4 certification preferred).
Experience with IT Service Management (ITSM) tools like ServiceNow, BMC Remedy, or Cherwell.
Ability to analyze large data sets to identify patterns and trends.

• Soft Skills:

Strong problem-solving and critical-thinking abilities.
Excellent communication and stakeholder management skills.
Ability to work under pressure and manage multiple priorities.

• Experience & Education:

Bachelor’s degree in IT, Computer Science, or a related field.
3+ years of experience in Problem Management or a related ITIL role.
Experience in an enterprise IT environment, preferably in industries like finance, healthcare, or telecommunications.

Preferred Qualifications:
 

ITIL 4 Managing Professional (MP) or ITIL v4 Foundation certification.
Experience with Agile, DevOps, or Lean methodologies.
Familiarity with automation tools for problem resolution.

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 diversity and 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.”