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Cash Service Analyst

3 weeks ago

الجيزة, Egypt Roots Management Consultants Full time

Minimum of 2 years service delivery experience
- Sound ITIL knowledge

Or
- High school education
- Minimum of 3 years service delivery experience
- Minimum of 2 years experience in leading teams and designing services
- Sound ITIL knowledge

**Responsibilities**:
**Offer input and gain knowledge as a service manager on products, systems, and services**
- Knowledgeable across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident with assigned product solution(s)
- Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance
- Very knowledgeable on service delivery procedures and can assist others to met the desired SLAs
- Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
- Suggest improvements and take preventive measures to consistently improve quality of cash services
- Generate periodical CIT Run report
- Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
- The service cash disposition plans and controls the amount of cash the ATMs and all activities in which he instructed the Cash Replenishment.
- Optimization of cash inventory in ATMs
- commissioning, management and control of Cash Replenishment
- indicate pitch breaches of the CIT
- Commissioning of replenishment and emptying by implementation, installation and removal of ATM
- sends order for the removal of any cards
- inventory of cassettes and keys each ATM

**Design corrective action(s) to resolve product or system problems with no known solutions.**
- Gather and analyze information, formulate and test hypothesis
- Identify, design, develop and validate solution
- Ability to research problems with no known solutions and design solutions for identified problems
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Ability to manage multiple issues of differing stages of investigation and priority without assistance.
- Work with product developers to assess and create product alterations and contribute to long term solutions

**Actively participate in making the team a success by achieving the team objectives**
- Actively participate in making the team a success by achieving the team objectives
- Knowledge metrics and knowledge code compliance as per department objectives
- Proper usage of incident tracking tool (as per incident working guidelines)
- Productivity (as per cascaded objectives)
- Accurate and prompt time logging (direct and indirect)

**Enhance customer service by dealing with all incidents professionally and adhering to SLA**
- Enhance customer service by dealing with all incidents professionally and adhering to SLA
- Customer escalation management
- Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.

**Enhance organisation dynamics by building and maintaining internal and external relationships**
- Mandatory compliance to the company Code of Conduct & Shared Values.
- Build relationships with people across a variety of functions within the organization.
- Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.
- Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).
- Appropriately involves others in decisions and plans that affect them.

**Record and communicate solution creation information in a timely manner**
- Populate the knowledge base with product and in-depth technical information
- Ensure article is created & released for appropriate audience (external/internal)

**Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to centre level knowledge sharing requirements**
- Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
- Provide direction for Solution Engineers and other information providers creating articles to assure adherence to established standards
- Identify opportunities with the specific knowledge domain to improve the knowledge creation process

**Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise**
- Continuously develop and maintain pertinent technical knowledge and troubleshooting skills
- Assess personal skills and schedule training
- Utilize knowledge of customer to enhance capability to meet customer needs

**Proactively search for trends in product quali