ATM Ops L1 / Production Support Analyst

Job Title: Production / Technical Support II

Location: Saint Louis, MO & Charlotte, NC

Duration: Contract - 12 months

Pay Range: $33.54/hr (W2)

Job ID: 372674

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Production / Technical Support II to join our dynamic team. The ideal candidate will have strong experience in ATM L1 operations, incident management, and production support tooling and a proven ability to stabilize platform operations through timely triage, root cause analysis, and coordinated recovery.

Responsibilities:

• Run day-to-day operations for the ATM technology platform with focus on availability and recovery.
• Perform incident and problem management, including ticket creation, updates, and resolution in Jira or equivalent systems.
• Monitor applications and infrastructure using Splunk and other tools to detect and respond to issues.
• Execute release and deployment tasks and support operational readiness activities.
• Provide associate and business operations support through clear communication and timely updates.
• Own escalations and conduct troubleshooting, analysis, and research to drive resolution.
• Interpret, evaluate, and resolve issues affecting functional operation of technology products.
• Support service analytics and reporting to inform stability and performance improvements.

Required Skills & Qualifications:

• Experience in L1 production support for ATM servicing, electronic banking, helpdesk, or technical support environments.
• Proficiency with incident and problem management processes and tools.
• Hands-on troubleshooting and root cause analysis for networked devices or applications.
• Ability to navigate multiple applications simultaneously, including Microsoft Office Suite.
• Strong customer service orientation with clear verbal and written communication skills.
• Comfort with phone-based support; majority of the day on telecom queues.
• Ability to work under general direction on problems of moderate scope.

Preferred Skills:

• Experience with Splunk Enterprise for monitoring and investigation.
• Experience with Jira for ticketing and workflow management.

Role Expectations:

• Workload split: approximately 75% phone queue support and 25% technical recovery of ATMs.
• Hours per day: 8. Labor type: Technical.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.