IT Service and Incident Analyst

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver bestinclass payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management Change Management and/or Problem Management. Collaborates with internal technical resources for incident and problem management responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis trends reports metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.

What Part Will You Play

• Enters incident data as directed into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.

• Engages escalates and communicates notifications as needed to level 3 technical support management and critical incident management. Opens Meet Me Lines (MML) as directed for technical teams to gather and begin working towards a resolution.
• Provides communication for responses for the resolution of clientimpacting issues and for the identification of action plans. Assesses incident criteria to determine if formal root cause analysis is needed. Collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time. Provides problem management action plans within appropriate timescales; escalates as needed.
• Liaises with internal technical resources and provides technical feedback for communication to internal and external clients.
• Ensures all change activities are appropriately planned authorized and executed following relevant internal methods processes and procedures.
• Participates in the continual service improvement process by providing feedback concerning their role to enhance existing process and service.

What Are We Looking For in This Role

Minimum Qualifications

• Bachelors Degree
• Relevant Experience or Degree in: Major in Computer Science strongly preferred other majors considered. Willing to accept additional experience in lieu of a degree.
• Typically No Relevant Experience Required

Preferred Qualifications

• ITIL Foundations (current version) certification

What Are Our Desired Skills and Capabilities

• Skills / Knowledge Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision Normally receives detailed instructions on all work.

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