Job Description

PRIMARY FUNCTION:

As a member of the Operations team, the Automated Delivery Systems (ADS) team is responsible for all aspects of member facing delivery systems such as but not limited to Automated Teller Machines(ATMs), Interactive Teller Machines(ATM Plus), Teller Cash Dispensers and Recyclers (TCDs and TCRs), inLighten media systems, Drive Through Teller lines communication and pneumatic VAT tubing delivery mechanisms and other items as required. The ADS Specialist works to ensure the stability, integrity, security and efficient operations of VACU hardware, software and third-party relationships that impact the automated experiences for our membership. The Specialist is also responsible for installation and maintenance efforts for new and existing VACU owned locations focused mainly on remote ATM locations but will at times be involved in branch locations. This role also supports software and IT efforts for ADS.

JOB DUTIES AND RESPONSIBILITIES:

• Assist ADS System Engineer with the installation, administration of hardware, operating systems, connectivity and critical applications. This includes and is not limited to NetOps, Remote Journal, Symantec Endpoint Protection (SEP), and Campaign Office. Other high-priority responsibilities include ATM Patch Management, Logical ATM Security, PCI Compliance, Key Management Security, branch hardware, and new delivery site deployment.

• Assist ADS System Engineer to install, maintain and support new hardware, systems and applications
• Manages firewall verifying all definitions are current
• Manage rules for all ADS systems verifying anti-virus applications are current.
• Keep up to date with Fraud Risk & ATM security resources to stay current with existing security risks, and gain objective insight into future attack vectors & mitigation.
• Daily monitoring and systematic review of ADS Logical Security logs for suspect behavior, unapproved external access, and/or other SEP alerts.
• Investigation of any suspect findings or SEP alerts from ATM Security platform.
• Report critical incidents that required remediation to ADS and Operational Management
• Assist ADS Engineer with the coordination of logical security initiatives with IT Information Security and Network telecommunications to ensure secure and safe ATM access and processing.

• Understand the infrastructural architecture and system interrelationships and assist in efforts to troubleshoot any infrastructural component.

• Assist with the design, acquisition, installation, maintenance and support of new hardware, systems and applications (under the guidance of senior team members).
• Works directly with ADS Coordinator on projects or tasks focused on installing, testing and deploying new hardware, upgrading existing systems (updates, patches, enhancements or hot fixes), or resolving recurring issues.
• Understand and assist with the troubleshooting of any infrastructural component.
• Review the impact of proposed system changes and communicate any issues to all stakeholders.
• Onsite management/coordination for the installation, servicing and maintenance of equipment and software for ATMs, branch media, TCDs/TCRs, coin machines, remote tellers units, and other branch equipment. This includes on-site coordination of drive-up and branch media equipment installations.
• Perform day to day monitoring of ATMs and branch automated equipment to ensure availability & servicing issues are addressed properly.
• Operate and monitor the Automated Delivery systems with a focus on maximizing system uptime and minimizing system downtime to better enhance the member experience.
• Responsible for escalating service calls when needed in order to meet contracted service level agreements (SLAs) for all ADS responsibilities.
• Work with ADS Coordinator to maintain documentation including inventories, installation & configuration guides, operating procedures, and maintenance & troubleshooting guides.
• Respond to branch, operational, and vendor requests for service support.
• Complete documentation with vendors for additions and/or changes to ATMs and other automated delivery equipment to vendor databases and networks.
• Assist management by identifying and addressing continued issues or persistent problems associated with servicing, vendors or equipment.
• Maintain reporting of ATM availability, transaction totals, servicing operations, and all other automated delivery functions while tracking trends at each location to achieve quality service.
• Assist management with researching ATM deployment locations.
• Ensure branch equipment and ATMs are properly cleaned, maintained and have a uniform appearance. This includes overseeing the semi-annual ATM site audit & compliance review as required by the networks.
• Work independently with vendors for equipment maintenance, cash delivery, ATM cash servicing, and all service related issues for both proprietary and branded ATMs.
• Independently review vendor service invoices for proper payment, research billing issues and pending contract renewals.
• Work with ADS Coordinator to maintain all physical key logs and inventory for Automated Delivery Systems.
• Ensure that office equipment and automated delivery systems supplies are properly maintained and delivered on time to vendors, branches and operations center.
• Assist in the coordination of department meetings, planning, and projects.
• Assist with maintaining accurate Key Encryption Log information for the ATM network.
• Adhere to information security policies; ensure that all computing systems and usage of those systems comply with approved policies & industry best practices.
• Stay abreast of current industry trends and make recommendations to Manager.
• Maintain departmental goals and objectives.
• Assist with periodic updating of Business Resumption Plan.
• Act as backup for Automated Delivery Systems Engineer and/or Coordinator.
• Participate in a periodic 24 x 7 on-call support rotation.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Perform other duties as required or assigned by management

BSA and OFAC Training

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

JOB QUALIFICATIONS:

Knowledge and Experience:

• Clear understanding of PCI-SSC Standards for card data security.
• Operational experience with 3DES encryption standards and key management practices.
• PC applications knowledge preferred.
• Project Management
• ATM network problem solving and resolution
• ATM settlement practices
• ATM cash management systems
• ATM hardware & software applications
• ATM vendor management
• ATM security
• Branch equipment experience
• Branch security equipment

Skills and Abilities:

• Excellent oral and written communication skills.
• Excellent time management skills.
• Understanding of project management techniques and follow schedules.
• Ability to perform well both unsupervised and as a member of a technical team.
• Ability to work on cross-functional teams to ensure that ADS systems and projects meet operational requirements.
• Ability to work independently in a dynamic environment and provide a high level of quality and member service while meeting deadlines.
• Ability to handle multiple assignments and appropriately manage priorities.
• Ability to work on a flexible schedule which may include work on evenings, weekends and holidays.
• Ability to develop training materials and train other team members.

Minimum Education:

• Associates degree in related field preferred or comparable work experience with automated delivery systems or related work experience

PHYSICAL REQUIREMENTS:

• This job requires the ability to sit or stand for extended periods in the office or on work sites.
• This job requires infrequent lifting or carrying of objects up to 30 pounds.
• This job requires the ability and flexibility to work remotely from home, on job sites and in the office.